How to Reduce the Cost to Serve by Removing Manual Tasks Related Articles Call Scoring in the Contact Centre: Manual Vs. Automatic 3 Best Practices to Eliminate Manual Quality Processes Manual QA in a Conversation Intelligence Program The True Cost of Manual Testing © focal point - Shutterstock - 539656540 123 Filed under - Industry Insights, Automation, QStory, Videos, Workforce Management (WFM) 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. For more information about QStory - visit the QStory Website About QStory QStory are the pioneers of Intraday Automation (IDA). Their mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment. Read other posts by QStory Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: QStory Published On: 4th Dec 2023 Read more about - Industry Insights, Automation, QStory, Videos, Workforce Management (WFM) Recommended Articles Call Scoring in the Contact Centre: Manual Vs. Automatic 3 Best Practices to Eliminate Manual Quality Processes Manual QA in a Conversation Intelligence Program The True Cost of Manual Testing Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation White Paper: How Contact Centres Can Become Employers of Choice Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter