In the age of digitalization, let’s talk dinosaurs. We get it if you just raised an eyebrow. But look at it this way: the brain is of all ages. And with all due respect to dinosaurs, their size made them rather sluggish. When a carnivorous creature began to nibble at their legs, our enormous friends didn’t notice fast enough. Pain signals were not sent to the brain in real time. By the time they noticed, their attacker was full on feasting on its meal. Great news for T. Rex, who liked meat and wasn’t a fast runner for the very same reason. But only in the short term. As we all know, the species didn’t survive (which was likely due to a large meteorite hitting the earth, but you get the point).
Time to evolve: drawing lessons from dinosaurs
Dinosaurs provide us with valuable historical data. So, what can we learn from these good old fossil reptiles that didn’t make it past the Cretaceous period? Simple: receiving actionable information in real time is key.
Employees on the work floor represent a company’s collective brain. To solve problems as they occur, they require actionable real-time data. It’s great if your management team analyzes business information in its ivory tower, but that won’t help you nip today’s issues in the bud. What will?
Why signals should be sent to the brain right away
Contact center agents constantly communicate with customers. They feel customers’ tension, relief, joy, and anger in the moment. If you share this type of information with your company’s collective brain right away, all agents know the status quo and get to work with actionable data. Unlike lethargic dinosaurs, they will take tiny steps. They’ll adapt where necessary and uphold customer satisfaction.
For example, if they know it’s very busy, they can handle calls swiftly. But once they see the queue disappear — in real time — they can decide to pay a bit more attention to each customer, seizing the opportunity to increase customer satisfaction rates and business.
Want to discuss your information sharing strategy? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your Visual Management opportunities.