Keeping a constant eye on each other in real time can be of vital importance. If you provide people with the right information at the right time, you can prevent lots of accidents, big and small. Allow us to explain!
What’s the key to safety?
From time to time, my brother-in-law and I like to go into the woods with our chainsaws. When cutting down trees, we’re about 30 to 40 meters apart. Every now and then, we look up to check if the other person is okay. We’re not pros, but we’ve taken the necessary courses, and we always bring solid equipment. So, in terms of safety, we’ve taken our precautions.
Yet, someone recently asked me a question that got me thinking. “How do you know your brother-in-law is doing fine when you’re handling the saw?” I didn’t have an answer. Pros use headsets and have small cameras on their helmets that show them how the others are doing — in real time. They are in constant connection with each other. Us? Not so much. And that poses risks we can’t ignore.
How to tackle problems before they occur
Here’s my takeaway from all this: nobody operates on an island. Neither in the woods nor on the work floor. If you’re part of a team, you need to know what’s happening with your co-workers. Contact center agents should be aware of any issues their team members are dealing with right now, so they can act accordingly.
Visual Management provides a solution in different ways. If all agents are on the work floor, a performance and communication board (combined with the right information sharing strategy) unites them: it displays actionable, real-time data they can use to make on-the-spot decisions independently.
But what if they work remotely? In that case, the agent desktop allows you to share relevant information with team members at all times. It’s like the headset that those pros wear in the woods: with the agent desktop, contact center agents can keep a close eye on each other and tackle problems before they occur!
Want to explore your Visual Management opportunities? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your information sharing strategy.