Improving Real-Time Management

Effective real-time management depends on the right reports to assess compliance, as well as clear processes to act when you notice variations. A well-defined procedure to handle adherence issues is not something you’d want to leave to your workforce management team. It’s the responsibility of operations and will allow you to base your future workforce planning and forecasting decisions with data, rather than assumptions and optimism.

Improved real-time management can cut operating costs by reducing the need to purchase additional agents. It can also increase the customer’s satisfaction by ensuring they don’t have to wait long for support. Burnout of support agents can be reduced by addressing problems immediately. This can also save customers time later when they complain about their experience.

It is essential that someone is entrusted to monitor the realtime management tool during the daytime. This could be a designated person, a job that is assigned to team members or a job that is integrated into the job description. It is essential that the task gets done and becomes an everyday part of workflow.

It’s important to ensure that everyone is on board with the new system and make sure that they understand how it will benefit them. Inquiring for feedback from your employees will help you determine how they’re adapting to change. It also gives you the opportunity to address any concerns.

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