Real-time management is vital in ensuring that applications and business processes respond quickly to new information, market conditions, and customer demands. In addition to improving performance, it also reduces process delays (latencies) and offers greater reliability for mission-critical applications.

To improve real-time management it is necessary to have the right people and the right processes. It’s a challenging task with no one-size-fits-all solution. There are best practices which can help companies maximize the value of real-time investment in management.

Establish a Real Time Monitoring Program

The first step to improve real-time management is to set up your team with the right tools to analyze data and take actionable decisions on the fly. The majority of WFM teams rely on spreadsheets that can be resource-intensive to create. Real-time management tools speed up the analysis and decision making process by providing teams with an hour-by-minute view of the current situation.

Define the response procedures

It is essential that the contact center has well-defined routes to escalate and has responsibilities for responding to issues detected by monitoring in real-time. These processes must be regularly reviewed and improved to meet current business requirements.

Benchmark Real-Time Management

It is also crucial to report and track your progress in real-time managing. This is how you can demonstrate that your efforts are paying off and also show the return of your investment in this area. To prove this, you can assess the service level protect and store data or occupancy before and after implementing real time management strategies, and then quantify the difference in terms of savings.