Effective real-time management depends on the right reports to assess compliance and clear processes to take action when you observe variations. Having a well-defined process for handling adherence issues is not something you’d like to leave to your workforce management team. It’s the responsibility of operations and will allow you to base your future forecasting and staffing decisions on data, not assumptions and optimism.
The improvement of real-time management could reduce operational costs, thereby reducing the need to purchase additional agents. It can also boost the customer’s satisfaction by ensuring they aren’t waiting long for assistance. Burnout among support staff can be reduced by addressing any issues promptly. This can also save customers time later on when they are complaining about their experience.
It is crucial that someone is designated to monitor the management tool during the daytime. It could be a devoted person, a job that is assigned to team members, or a task that is incorporated into the job description. The key is that it gets done and it becomes an integral part of the routine.
It is vital that everyone understands the benefits of the new method. The process of her explanation soliciting feedback from your employees will help you understand how they are adjusting to the new system. This gives you the chance to address any issues.