Real-time monitoring is essential to ensuring that applications and business processes react quickly to changing information, market conditions and customer needs. It does not just improve performance and efficiency, but also reduces the amount of time in the process (latencies) and offers greater reliability for mission critical applications.
Improving real-time management requires the proper people, processes and technology. It’s a challenging issue that has no single solution. However, there are best practices that will allow organizations maximize the benefits of their investments in real-time management.
Establish a Real Time Monitoring Program
The first step to improving real-time management involves equipping your team with the tools to analyze data and make immediate decisions. Without a tool that is real-time the majority of WFM teams are forced to rely on spreadsheets, which are costly to build. Using a real-time management tool helps streamline the analysis and decision-making process, giving teams minute-by-minute visibility into reality.
Define Response Procedures
It is vital that the contact center has well-defined escalation paths and responsibilities to respond to issues that are detected through real time monitoring. These processes must be reviewed frequently and redesigned to align with current business requirements.
Benchmark Real-Time Management
Finally, it’s important to measure and report on your progress in real-time management. You can then show that your efforts have paid off and demonstrate the value of your investment in this area. You can compare occupancy or service levels before and after implementing real time management techniques. Then, you can quantify the improvement in terms of the amount of money saved.
