Best Practices for Improving Real-Time Management

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

To improve the efficiency of real-time management you’ll need the right people and processes. It’s a complex problem that doesn’t have a solution. However, there are best practices that will allow companies maximize the value of their investments in real-time management.

Establish a Real Time Monitoring Program

The first step in improving real-time management is to equip your team with the necessary tools to analyze data and make decision-making in the moment. Most WFM teams depend on spreadsheets, which are resource-intensive to make. Utilizing a real-time tool for management simplifies the analysis and decision-making process, giving teams minute-by-minute insights into the reality.

Define the response procedures

It is essential that the contact center has well-defined pathways to escalate and responsibilities for responding to issues detected by real-time monitoring. These processes must be regularly reviewed and improved to meet current business needs.

Benchmark Real-Time Management

Finally, it’s important to monitor and report on the progress you’ve made in real-time management. It’s then possible to show that your efforts have paid off and the value of your investment in this area. To prove this, you must evaluate the level of service or occupancy prior to and after implementing real time management practices and then quantify the difference in terms of dollars saved.

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