Improving Real-Time Management

Effective real-time monitoring relies on the right reports to assess compliance and clear processes to react when you see variations. The existence of a clearly defined process for handling adherence issues is not something you’d want to leave to your workforce management team; it’s the responsibility of the operations team and will allow you to base your future workforce planning and forecasting decisions based on data, not assumptions and optimism.

By reducing the number of agents required, real-time administration reduces operational costs. It can also boost the customer’s satisfaction by ensuring they aren’t waiting long for assistance. The ability to identify the root of the issue as they arise ensures that burnout of support agents is less likely, and people won’t need to be frustrated by the experience later.

It is crucial that someone is designated to oversee the realtime management tool throughout the day. It could be a devoted person, a role that is shared among team members, or a task that is included in an employee’s job description. It is important that the task is completed and is a regular element of daily work.

It is important to ensure that everyone understands the advantages of the new process. Asking for feedback from your employees will help you determine how they are adjusting to the new system. This gives you the chance to address any concerns.

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