Improving Real-Time Management

Effective real-time monitoring depends on clear procedures and the right reports to measure compliance. The existence of a clearly defined process for dealing with adherence issues is not something you’d want to give to your workforce management team. It’s the responsibility of the operations team and will help you ground your future staffing and forecasting decisions in data rather than assumptions and optimism.

Real-time management is a great way to reduce operational costs by reducing the requirement for additional agents. It can also boost the customer’s satisfaction by ensuring they do not have to wait for long for support. Being able to pinpoint the source of the issue as they arise means that support agent burnout is less likely and customers will not need to endure a lengthy discussion about the experience later.

It is important to assign someone who will be responsible for monitoring the real-time management tool throughout the day. This could be someone who is dedicated to this job, a team member rotating the role, or a task incorporated into the job description. The key is that it gets done and it becomes an integral element of the daily workflow.

It is crucial that everyone is aware of the benefits of the new system. It’s a good idea to solicit feedback from your employees since it will provide you with a picture of how your employees are adjusting to the new process. This gives you the chance to address any concerns.