Best Practices for Improving Real-Time Management

Real-time management makes sure that business processes and application respond quickly to changes in market conditions, information and customer requirements. It does not just improve performance but also reduces the time in the process (latencies) and provides greater reliability for mission-critical applications.

To improve the efficiency of real-time management you require the proper people and processes. It’s a complicated task with no universal solution. However, there are best practices that can assist organizations maximize the benefits of their real-time investment 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 actionable decisions in the moment. Most WFM teams depend on spreadsheets, which can be costly to develop. Using a real-time management tool reduces the analysis and decision making process, providing teams with minute-by-minute insights into the reality.

Define response procedures

It is vital that the contact center has clearly defined escalation procedures and responsibilities when responding to issues discovered through real-time monitoring. These processes must be reviewed and redesigned regularly to be in line with the latest business requirements.

Benchmark Real-Time Management

It is also important to track and report on the progress you’ve made in real-time management. This is how you’ll prove that your efforts are paying off and demonstrate the value of your investments in this area. You can accomplish this by comparing the levels of service or occupancy before and after you implement the real time management practices. Then you can calculate the improvement in terms of the amount you saved.

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