TL; DR
Realtime Managing gets you away from feeling like you need a crystal ball and helps you obtain a live grasp on how your support team is normally functioning–right this second. This can help you succeed of plan and prevent last-minute panics. Getting better at current management may also be a huge productivity raise, as it can help you complete jobs on time and ensure you don’t miss important deadlines.
For WFM, the goal of improving real-time managing is to make sure forecasts and schedules line up with actuality and customer expectations. It could not uncommon to get a large discrepancy between forecasted and actual performance, specifically for teams which have not mastered the art of predicting what their customers will need. This might be because of a change in customer needs, an unexpected increase or decrease in demand, or just the truth that a sole person’s knowledge can differ from another’s based upon the framework of the phone.
Whether the goal is to proactively adjust plans and predictions or respond when they diverge, this should be done as fast as possible so that the effect on service levels is reduced. This can be accomplished by ensuring that an individual is explicitly responsible for monitoring the Realtime Management tool throughout the day. This may be a dedicated team member, a role that may be rotated amidst several associates, or anything that’s built into the protect and store data responsibilities of a manager.
With regards to real time management, the most good organizations will require a proactive methodology and be open to feedback from employees to ensure they are using it in the right way. This will help to relieve the transition and can make it a lesser amount of imposing around the team.