Best Practices for Improving Real-Time Management

Real-time monitoring ensures that applications and business processes react quickly to changes in market conditions, information and customer demands. In addition to improving performance, it also reduces process delays (latencies) and provides greater reliability for mission-critical applications.

To improve the efficiency of real-time management you’ll need the appropriate people and processes. It’s a complicated challenge that doesn’t have a single solution. There are a few best practices which will help organizations make the most of investing in management in real-time.

Establish a Real Time Monitoring Program

The first step in improving real-time management is to equip your team with the tools to analyze data and take actionable decisions in the moment. Without a tool that is real-time, most WFM teams have to rely on spreadsheets that are costly to compile. Utilizing a real-time tool for management helps streamline the analysis and decision-making process, giving teams minute-by-minute visibility into reality.

Define Response Procedures

It’s important that the contact center has well-defined procedures for escalation and is responsible to respond to issues that are detected by real-time monitoring. These processes should be reviewed frequently and redesigned to align with current business needs.

Benchmark Real-Time Management

It is also crucial to report and track your progress in real-time managing. This is how you’ll demonstrate that your efforts are paying off and also show the return of your investments in this area. To prove this, you can compare occupancy or service level before and after you implement real time management strategies, and then measure the improvement in terms of dollars saved.

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