Real-time management is vital in ensuring that business processes and applications react quickly to changing information, market conditions, and customer needs. In addition to improving performance, it reduces process delays (latencies) and provides greater reliability for critical applications.

To improve real-time management, you need the proper people and processes. It’s a challenging task with no one-size-fits-all solution. There are a few best practices which can help organizations maximize the value of investing in management in real-time.

Establish a Real Time Monitoring Program

The first step to improve real-time management involves equipping your team with the necessary tools to analyze data and take decisive decisions in the present. Most WFM teams use spreadsheets, which can be expensive to create. Utilizing a real-time tool for management helps streamline the analysis and decision-making process, giving teams minute-by-minute access to the actual.

Define response procedures

It is vital that the contact center has well-defined routes to escalate and has responsibilities for responding to issues discovered by monitoring in real-time. These processes must be reviewed regularly and optimized to keep pace with business needs.

Benchmark Real-Time Management

It is also essential to report and monitor your progress in real-time. This is the way to prove that your efforts are paying off, and show the cost benefit of your investment in this area. You can do this by comparing occupancy or service levels before and after implementing real time management practices. Then, you can quantify the improvement in terms of the amount of money saved.