Effective real-time monitoring is dependent on clear processes and the appropriate reports to measure compliance. A well-defined procedure to handle adherence issues is not something you want to leave to your workforce management team; it’s the responsibility of your operations team and will allow you to base your future forecasting and staffing decisions based on data, not assumptions and optimism.
The improvement of real-time management could reduce operating costs by reducing the requirement to purchase additional agents. It also improves customer’s satisfaction by making sure they aren’t waiting long for assistance. Burnout among support staff can be prevented by addressing issues promptly. This will also save people time later on when they are complaining about their experience.
It is important that someone is designated to monitor the management tool during the day. This could be a dedicated individual, a role that is assigned to team members or a job that is integrated into a job description. It is crucial that the task gets done and is a regular element of daily routine.
It’s important to ensure that everyone is on board with the new approach and that they understand the benefits it can bring to them. The process of soliciting feedback from your employees will allow you to understand how they are adapting to change. This will give you an opportunity to address any issues.