Effective real-time monitoring relies on the right reports to assess compliance and clear processes to react when you see variations. It is not the role of your workforce management team to address compliance issues. This is the responsibility of your operations.
By reducing the number of agents required, real-time administration reduces operational costs. It can also increase satisfaction of customers by ensuring that customers do not face long wait times to get support. The ability to identify the root of issues as best site they arise will mean that burnout among support staff is less likely and that people will not have to complain about the experience later.
It is crucial that someone be assigned to monitor the realtime monitoring tool throughout the daytime. This could be a designated person, a role rotated amongst the team members or a job that is integrated into an employee’s job description. It is important that it is completed and it becomes a consistent part of the daily workflow.
It’s essential to ensure that everyone is in agreement to the new procedure and make sure that they understand how it will benefit them. Asking for feedback from your employees will help you determine how they are adjusting to the new system. This will give you a chance to address any concerns.