There is so much noise on LinkedIn and social media these days, it can be hard to find thought leadership that truly inspires you to think differently. Sorting the wheat from the chaff with social media's bizarre algorithms is nigh on impossible. With that in mind, I want to highlight a few pieces I’ve seen in the last week or so that I believe all resource planners should be tuned into...
AI is NOT a New Concept for WFM (Contact Center Pipeline Tiffany LaReau – Human Numbers)
Excellent article from USA about AI in resource planning and the difference we, as human planners, make and how far AI has to progress to be remotely comparable. A brilliant read.
Look at Demand Differently (Douglas Jackson & Mandy Casken)
From about 7 mins in, really great to hear Mandy touch on the importance of looking at demand differently – and in particular the impact of failure demand in the business. It’s a different lens for planners to consider and should be at the core of our thinking.
The Truth About AI in Resource Planning (Injixo)
Refreshing to see another article recognising that AI is NOT the only game in town. Highlights the critical nature of the human element in planning whilst recognising there are elements where AI (or is it really just automation?) can make a positive difference to the work planners have to deliver. Emphasises for me how crucial quality planners are to success – it’s not all about data.
Look Beyond the Contact Centre (Call Centre Helper & Alex Mead)
Brilliant real-life, practical examples of things we should all be thinking about and incorporating into our planning assumptions. Particularly liked how Alex talks about looking beyond the contact centre, essentially joining up insight and knowledge across the enterprise. Really powerful and something as planners we should be at the heart of.
If any of these inspire you or you want to challenge the thinking, drop a note in the comments. We'd really welcome your views.