Real-time monitoring is essential to ensuring that applications and business processes respond quickly to new information, market conditions and customer needs. In addition to improving efficiency, it reduces delays (latencies) and offers better reliability for mission-critical applications.
Improved real-time management requires the proper people, processes and technology. It’s a challenging task with no universal solution. However, there are some best practices that can allow companies maximize the value of their investment 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 tools to analyze data and take decisive decisions in the present. The majority of WFM teams depend on spreadsheets, which can be costly to develop. Utilizing a real-time tool for management streamlines the analysis and decision-making process, giving teams minute by minute visibility into reality.
Define Response Procedures
It is essential that the contact center has clearly https://vdr-software.info defined escalation routes, and responsibilities when responding to issues that are identified by real-time monitoring. The processes should be reviewed regularly and optimized to align with current business needs.
Benchmark Real-Time Management
It’s also important to report and track your progress in real-time monitoring. You can then show that your efforts have been successful and also the cost-benefit of your investment in this area. You can compare the level of service or occupancy prior to and after you have implemented real time management techniques. Then you can quantify the improvements based on the dollars saved.