Improving Real-Time Management

Effective real-time monitoring relies on the right reports to gauge compliance, as well as clear processes to react when you see variations. A well-defined procedure for dealing with adherence issues is not something you’d like to leave to your workforce management team; it’s the responsibility of operations and can help you base your future forecasting and staffing decisions on data, not assumptions and optimism.

By reducing the number of agents required, real-time management reduces operational costs. It also improves customer’s satisfaction by making sure they don’t have to wait a long time for assistance. Support agent burnout can be reduced by addressing problems immediately. This can also help customers save time later when they complain about their experience.

It is important that someone is entrusted to monitor the realtime monitoring tool throughout the day. This could be someone who is dedicated to this task or a team member who is rotating the role, or a task incorporated in the job description. It is important that the task gets done and is a regular part of daily work.

It’s important to ensure that everyone is familiar to the new procedure and also to ensure that they are aware of how it will benefit them. Requesting feedback from your employees will allow you to understand how they are adapting to changes. This will allow you to have the chance to address any issues.