In the past few years, we’ve often mentioned the importance of ‘real time.’ But why is it key to get information in real time? And what exactly is ‘real time?’
Motherly concerns and playing catch-up
When I was a child, my mother always wanted to know where I was. Her motto: ‘Better safe than sorry.’ The minute I climbed on my bike, she gave me detailed instructions on where to go so she could keep an eye on me. But when I grew up, I started traveling the world. It was in the pre-cellphone era, which meant we needed to get creative — especially because my mother had a deep-rooted fear of plane crashes. We agreed I’d sent her a fax message after I landed. She had to walk down the block to retrieve it. One time, it wasn’t there when she arrived, as I hadn’t been able to find a faxing machine. She got very upset. The building was closing, which meant she had to wait 14 hours to go back and check if my message had arrived. That’s a long time to find out if your child is safe.
Obviously, things have changed drastically since. Today, we can track flights minute by minute and we have cell phones that allow us to stay in touch with our loved ones — anytime, anywhere. Technology has enabled us to get status quo updates whenever we want. Mothers no longer have to agonize over their children’s whereabouts.
So, real-time information is incredibly relevant for travelers and their loved ones. But it’s indispensable for the average organization, too — that is, if they want to avoid playing catch-up and optimize their processes.
The power of real-time data
Let’s have a look at real-time data sharing in a customer contact center. Say, there are zero people in the queue, and five agents are available. Based on this topical information, these agents can make a decision that might significantly enhance customer satisfaction: as they have some time on their hands, they can go the extra mile for a customer and provide them with additional advice.
The thing is, if data is current and actionable, you’ll empower agents, and they’ll be able to make independent decisions all the time. The means to share such data, of course, is Visual Management.
Want to explore the opportunities and discuss an information sharing strategy that suits your business? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and talk you through the options.