I touched on this in the first of the tips in this short series, but one of the ways that AI can help you with your contact center analysis is simply by helping you think through a problem. I am pretty old-school, but even I enjoy reaching out to my AI buddy to ask to help me noodle on ideas. Some areas that your AI co-pilot can help you plan:
· AI helps you pressure-test your assumptions. It can ask the questions a good analyst would ask: “Why did you assume that shrinkage trend?” or “What happens if attrition jumps?”
· AI helps you explore scenarios you wouldn’t have thought of. You can say: “Give me five alternative ways this could play out.” And it will. Sometimes when I am stuck, asking AI helps me get unstuck—it will nudge me out of my funk by jumpstarting my imagination.
· AI helps you articulate your thinking. You can walk through your reasoning step-by-step and let AI spot gaps, flag contradictions, and suggest clearer logic. Having a buddy to poke holes in your analyses is of real value.
· Most important: AI helps you brainstorm operational strategies. You can ask AI “What are five ways to mitigate this risk?” or “What levers do I have if hiring slows?” or “What’s the simplest fix for this service level dip?” AI won’t replace your judgment — but it will give you more options to consider.
In the end, AI helps you think faster. I don’t yet trust AI to give me answers about my specific contact center unless it’s tied directly into a planning system that knows my data. But it absolutely accelerates the messy middle of planning where we’re just trying to come up with good ideas.
Note: This week’s tip is provided by Ric Kosiba, a co-founder of Real Numbers, a contact center strategic planning software company. Ric can be reached at ric@realnumbers.com. He would love to learn about your business problems and
challenges. Feel free to set up some time at realnumbers.com. Follow Ric on LinkedIn! (www.linkedin.com/in/ric-kosiba/)
