Real-time management is vital in ensuring protect and store data that applications and business processes respond quickly to new information, market conditions, and customer demands. In addition to enhancing efficiency, it reduces delays (latencies) and offers greater reliability for critical applications.
Improved real-time management requires the proper people, processes and technology. It’s a complex challenge with no one-size-fits-all solution. There are best practices which can help businesses maximize the value of real-time investment in management.
The first step in improving real-time management is to set up your team with the tools needed to analyze data and take decisive decisions on the fly. The majority of WFM teams rely on spreadsheets that are resource-intensive to make. Using a real-time management tool streamlines the analysis and decision-making process, giving teams minute by minute access to the actual.
It is vital that the contact center has clearly defined escalation paths and responsibilities in responding to issues identified through real-time monitoring. These processes should be reviewed frequently and redesigned to align with current business needs.
In the end, it is important to track and report on the progress you’ve made in real-time management. It is then possible to prove that your efforts have been worthwhile and show the value of your investment in this area. To accomplish this, you must examine the levels of occupancy or service before and after implementing real time management practices, and then quantify the improvement in terms of dollars saved.
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