Improving current management is one of the best ways to make sure your team members will be fully well prepared for each day’s work. This can be achieved by making certain your WFM system includes a functionality that monitors queues in since close to real time as it can be. This function will ensure you can react to business fluctuations preventing them from impacting your service levels or other KPIs.

If the amount of customer contacts exceeds what their forecasters approximated, it’s crucial to have a method to identify and correct these discrepancies as soon as that they occur. This is often done by applying an escalation plan and establishing very clear responsibilities with respect to addressing any issues that are identified.

By using a tool that combines and simplifies info sources may also help you stay on top of tasks. This will vastly reduce the risk of lacking deadlines and improving your capacity in order to meet and go over project goals.

The additional role of current monitoring is always to keep an eye on how agents are complying with the schedules, which is another important part of meeting and exceeding your service level agreements (SLAs). If your affiliates consistently deviate from their timetabled activities in a shift, this may impact interval-level coverage and lead to a poor customer experience.

If you don’t have a good way to keep an eye on real-time staffing requirements trends and make necessary adjustments during the day, your team will be that is abandoned when it comes to reaching your SLAs and providing a great customer experience. This is a big problem, but it’s something that can be fixed with the right solution.