Real Time Management (RTM)
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Real Time Management (RTM)
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Real Time Management is often described as the “entry level” role within Workforce Management. In this episode of The Brád-Cast, I explain exactly why I believe that view is completely wrong.
RTM sits at the heart of every contact centre operation. The people doing it make hundreds of decisions every day, balancing customer demand, service levels, staffing pressures and operational reality in real time. When things go right, they often go unnoticed. When things go wrong, everyone suddenly remembers they exist.
I explore the personalities and traits that make great RTM professionals, why certain people thrive in the role while others struggle, and why these teams are frequently the unsung heroes of the operation.
If you've ever worked in Workforce Management, Operations, Planning, or Real Time Management itself, this episode shines a light on one of the most misunderstood roles in the contact centre.