Anyone who has spent time in real-time will understand how much information and knowledge is at your disposal. There is no doubt that real-rime processes can make or break the plan, which said another way means success or failure for your strategy and business objectives. However, for every organisation who understands the value and difference, there appears to be more organisations who just don’t get it!

Workload and customer demand profiles are unpredictable and volatile. The more we control and add self-serve and automation for customers, there is potentially more volatility when these services fail. Yet, despite the knowledge that a change in demand and/or supply will mean a difference in performance, it can fall on the real-time team to take the responsibility.

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This article was first published in the 2025 Best Practice Guide - Raising Standards

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