How to Reduce the Cost to Serve by Removing Manual Tasks

In this Dear Dave episode, the focus will be on how to reduce all the manual tasks that your planning team has to complete on a daily basis.

Every time one of your contact centre workforce calls in sick, every time someone tells you they are going to be late for work, every time an agent fails to turn up without contacting you, someone has to complete all sorts of manual processes and manually update WFM schedules.

These updates are vital to the smooth operation of your day-to-day business – and they have got to be completed, but they add very little actual value. AND, on top of that, they cost you precious time and money, and drive up your cost-to-serve.

QStory automates thousands of manual processes in your contact centre, such as shift-swaps, absence reporting, tracking time owed and time off in lieu, overtime requests and much more. Let me show you some specific examples in the QStory platform.