Hope vs. Action: A Guide to Productive Problem-Solving

Have you ever heard someone say, "I hope this will work out" in a professional setting? Perhaps you've even uttered similar hopeful statements yourself:

• "I hope the talent acquisition team can hire enough associates to ensure capacity surges to meet peak demand."
• "I hope that the data engineering team can establish the data pipelines so we can report on how well the contact center is performing."
• "I hope that HR and legal will approve our request to change the current structure of the shifts the associates will work."
• "I hope this new initiative will drive the operational efficiencies that the product team predicted."
• "I hope the actual call volumes don't exceed the forecast because it will cause capacity challenges."

These expressions of hope are often heard from workforce management (WFM) professionals and seasoned operational leaders. However, when reality doesn't align with their hopeful expectations, they find themselves scrambling to devise rushed action plans or engaging in finger-pointing and evading accountability.

Instead of relying on hope as a strategy, consider taking proactive steps to address these situations effectively:

1.Explore Existing Solutions: Ask what solutions have already been considered and evaluated.

2. Offer Innovative Solutions: Suggest solutions that may not have been previously considered, bringing fresh perspectives to the table.

3. Create a Concrete Plan: Develop a clear plan to execute the chosen solution(s), ensuring it's well-thought-out and feasible.

4. Execute the Plan: Put your plan into action, taking ownership of the situation and its outcomes.

By adopting this approach, you become more productive, empowered, and open to learning new skills. Furthermore, you'll establish yourself as a reliable problem-solver within your organization, gaining the trust and respect of senior leadership.

Here are practical ways for seasoned WFM professionals to tackle the hopeful statements mentioned earlier

1. Talent Acquisition Backup Plan: Collaborate with the Talent Acquisition team to understand their processes. Prepare a backup plan for creating capacity if they can't hire enough associates on time, such as leveraging cross-functional departments with available capacity.

2. Data Engineering Short-Term Solution: Develop a short-term solution to address immediate data needs while the Data Engineering team works on a long-term, sustainable solution.

3. HR and Legal Collaboration: Work closely with HR and Legal to address their concerns regarding shift changes. Present multiple options that consider employee engagement and employment law, emphasizing the benefits of flexibility in working hours for cost optimization.

4. Initiative Contingency: Prepare backup plans in case the new initiative falls short of expectations. For example, consider hiring additional staff before launching the initiative to ensure temporary capacity.

5. Diverse Forecasting:  Avoid relying solely on one forecast. Instead, use multiple forecasts and plan for various outcomes to be better prepared for uncertainties.

Shifting from hopeful thinking to proactive problem-solving is key to achieving success in the dynamic world of workforce management. Embrace this approach to make the most of your professional endeavors, strengthen your organizational influence, and contribute to positive outcomes.