Improving Real-Time Management

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Effective real-time monitoring relies on the right data to gauge compliance and clear processes for acting as you see changes. A well-defined procedure for dealing with adherence issues is not something you’d want to leave to your workforce management team. It’s the responsibility of your operations team and will help you to ground your future staffing and forecasting decisions on data, not assumptions and optimism.

By reducing the number of agents required, real-time management reduces operational costs. It also improves customer satisfaction by ensuring that customers don’t have long waiting times for assistance. Being able to pinpoint the source of problems as they arise ensures that burnout of support agents is less likely, and people won’t need to spend time complaining about the experience later.

It is essential that someone be assigned to monitor the realtime monitoring tool throughout the daytime. This could be someone who is committed to this task, a team member rotating the responsibility, or a task incorporated into the job description. It is important that it gets done and becomes a consistent part of the daily routine.

It is vital that everyone understands the benefits of the new procedure. It’s a good idea solicit feedback from employees as it will give you a sense of how your employees are responding to the new process. This gives you the chance to address any concerns.

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