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Effective real-time management is dependent on the right reports to assess compliance, as well as clear processes to react when you see variations. The existence of a clearly defined process to handle adherence issues is not something you’d want to leave to your workforce management team. It’s the responsibility of your operations team and will help you to ground your future staffing and forecasting decisions based on data, not assumptions and optimism.

By reducing the number of agents required, real-time administration reduces operational costs. It can also boost the customer’s satisfaction by ensuring they do not have to wait for long for assistance. Getting to the root of issues as they arise means that support agent burnout is less likely, and people will not have to complain about the experience later.

It is crucial to assign someone responsible for monitoring the realtime management tool throughout the day. This can be a person who is dedicated to this job, a team member rotating the role or a task included in the job description. The key is that it is completed and it becomes a consistent part of the daily workflow.

It is crucial that everyone knows the benefits of the new procedure. Requesting feedback from your employees will help you understand how they’re adapting to change. This will allow you to have the chance to address any concerns.