Best Practices for Improving Real-Time Management

Real-time management is essential in ensuring that applications and business processes respond quickly to new information, market conditions and customer needs. It does not just improve performance but also reduces the time in the process (latencies) and provides greater reliability for mission-critical applications.

Improved real-time management requires the appropriate people, processes, and technology. It’s a complex challenge with no universal solution. However, there are best practices that can assist organizations to maximize the value of their real-time investment in management.

Establish a Real Time Monitoring Program

The first step to improving real-time management is to equip your team with the necessary tools to analyze data and make decision-making in the moment. The majority of WFM teams rely on spreadsheets, which can be costly to develop. Utilizing a real-time tool for management reduces the analysis and decision making process, giving teams minute-by-minute access to the actual.

Define Response Procedures

It is essential that the contact center has clearly defined pathways to escalate and responsibilities for responding to issues discovered by real-time monitoring. These processes should be reviewed frequently and redesigned to be in line with the current business requirements.

Benchmark Real-Time Management

It is also essential to report and track your progress in real-time management. You can then prove that your efforts have been worthwhile and show the benefits of your investment in this area. To do this, you need to assess the service level or occupancy before and after the implementation of real time management practices, and then quantify the difference in terms of dollars saved.