It wasn’t that long ago that critical operational data could take hours to compile and distribute — if not days or weeks. Modern companies cannot afford to move at such a leisurely pace if they intend to stay competitive or even survive. Real-time data, delivered by sophisticated electronic communications tools such as digital signage and data dashboards, is vital to the success of businesses from call centres to manufacturing plants.
Here are five very important reasons why you need real-time data and why you should invest in a digital communications solution or data dashboard to provide it.
Real-time data improves customer service
When customers call, they don’t want to be put on hold or given the runaround while a representative searches for information. When agents have real-time data available at their fingertips, they can respond with greater speed and accuracy to customer needs.
For example, a real-time data dashboard can be configured to immediately display vital customer information when a call comes in, eliminating the need to take the time to look up customer history and data. A dashboard can be used to identify where bottlenecks are occurring in the call queue and where idle employees or supervisors are needed to step in and help.
Real-time data helps managers know what’s going on at a glance
Conditions in a busy call centre or customer service department can be chaotic and stressful. When you have a real-time data solution through a digital dashboard, your managers and employees can tell at a glance what’s going on and where improvements need to be made. Call volume can be tracked, delays such as hold times can be identified, total call time can be evaluated, and relevant data can be compared to standards and expectations.
Real-time data improves operational efficiency
Let’s say you’re a manufacturing facility that relies on regular shipments of raw materials from an important supplier. One day, a truckload of that material is delayed because of weather. In this case, you need to know immediately that the shipment is off track so that you can take steps to compensate, whether that’s slowing production or looking for material from another supplier.
Real-time data can also be used to track supply chain data such as inventory of raw materials, available supplies, and expected needs so that you can know when it’s necessary to resupply.
Real-time data helps keep employees motivated
When employees can see how they are performing and what is expected of them, they can make on-the-spot corrections to better reach those performance standards. Real-time data shows where additional attention is needed and where requirements are being met.
With a real-time data dashboard, you can also make jobs more fun by adding elements such as gamification, which turns meeting of goals into a friendly competition among employees.
Real-time data identifies superior performers and employees who need help
With the type of real-time data available on a data dashboard, managers can quickly see who performing at a highly efficient level and who needs more help to succeed on the job. This can allow superior performers to be more easily recognised and rewarded for their work. At the same time, employees who need additional training and assistance can get the resources they need.
By Martyn Barnett, managing director at RMG Networks
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