What’s the difference between Real-Time and Intraday Management? Last year I blogged about the difference between Real-Time and Intraday management – it was nothing more than another example of the minefield of national language variations between the UK and US – or so I thought.
Fast forward to 2017 and Donna Fluss, a leading US industry consultant from DMG Consulting, shows how this is much more than an across the pond language variation. In less than a year the industry has rapidly developed and traditional Intraday Management tools are now considered ‘old-school’ with ‘Real-Time Adaptive Scheduling’ as the next evolutionary step in contact centre planning and operations.
DMG makes the clear distinction between “old school” Intraday Management – tools that are limited to the fixed schedules created days or even weeks in advance without the flexibility to adapt to the situation happening right now.
Real-Time Adaptive tools, like QStory’s ARTI, Donna states are “designed to respond in real time and fully automate the process of determining which resources are needed…. the system notifies management how a staffing situation is being addressed instead of just alerting them to an issue. This improvement alone is enough to justify an investment in real-time adaptive scheduling.”
In the paper by Donna, she states that the “enterprise and WFM vendors have underestimated the impact and cost of mishandling their intraday staffing challenges, largely because they haven’t had a way to address the issues”
Donna sums it up: “This is a game changer for contact centres”. Using the new generation of Real-Time Automation tools, companies will have the speed, agility and flexibility to embrace Millennial and staff needs.
Contact us to change your game and reap the benefits of Real-Time Adaptive Scheduling