Improving Real-Time Management

Effective real-time management is dependent on the right reports to assess compliance, as well as clear processes to take action when you observe changes. Implementing a clear process to handle adherence issues is not something you’d like to leave to your workforce management team. It’s the responsibility of operations and will allow you to base your future staffing and forecasting decisions with data, rather than assumptions and optimism.

By reducing the number of agents required, real-time management reduces operational costs. It can also increase satisfaction of customers by ensuring that customers are not facing long wait times for support. Burnout of support agents can be prevented by addressing issues immediately. This will also save customers time later on when they complain about their experience.

It is essential to designate someone responsible for monitoring the real-time management tool throughout KYC requirements for corporates the day. This can be a person who is dedicated to this job or a team member who is rotating the role or a task that is incorporated into the job description. The key is that it gets done and that it is a consistent part of the routine.

It’s important to ensure that everyone is in agreement with the new process and to make sure they know how it will benefit them. Inquiring for feedback from your employees will help you determine how they are adapting to changes. It also gives you the chance to address any concerns.

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