Best Practices for Improving Real-Time Management
Real-time monitoring ensures that business processes and application respond quickly to changes in market conditions, information and customer demands. It not only enhances performance and efficiency, but also reduces the amount of time in the process (latencies), and provides greater reliability for mission critical applications.
To enhance real-time management it is necessary to have the right people and the right processes. It’s a complicated challenge with no one solution. There are some best practices that will help organizations maximize the value of real-time investments in management.
Establish a Real Time Monitoring Program
The first step in improving real-time management involves equipping your team with the tools to analyze data and make immediate decisions. Most WFM teams depend on spreadsheets, which are resource-intensive to make. Real-time management tools simplify the analysis and decision making process by providing teams with an hour-by-minute view of the current situation.
Define response procedures
It is essential that the contact centre has clearly defined escalation pathways and responsibilities when responding to issues that are identified by real-time monitoring. These processes must be re-examined and improved regularly to ensure they are in line with the needs of the business.
Benchmark Real-Time Management
In the end, it is important to monitor and report on your improvement in real-time management. You can then prove that your efforts have paid off and the benefit of investing in this area. To accomplish this, you need to compare occupancy or service level before and after you implement real-time time management techniques, and then measure the improvement in terms of savings.