How to Free Up Your Real-Time Teams by 90%

Dave Preece explains how you can reduce manual processes and free up your real-time teams to focus on more valuable activities.

I’m here to answer your questions on intraday automation and how it can benefit both you and your contact centre.

I’m going to show you how you can free up the time of your real-time team to do more value-added analysis and less administration.

The most skilled and knowledgeable people in anyone’s contact centre are the real-time analysts, and they use those skills, and that knowledge on a daily basis to get the best result possible for the customer, their colleagues, and the company itself.

A huge amount of the fantastic work that the real-time team completes involves high level of manual updates, process-driven work that is essential, but offers no real value.

If only all of this manual workload could be removed, they say we could spend more time performing analysis that could transform the day-to-day activities in this business, and drive performance and engagement forward to new even greater heights.

Well, using intraday automation software it can. So let me show you some of the things that we can do.

Holiday Approvals

The agent requests a holiday and a maximum of 90 seconds later they’ll be told whether it’s been approved automatically, or declined. It’s fair, it’s consistent, and it’s automatic.

Shift and Break Swaps

Agents can bid for shift swaps, or move their breaks around, and as long as it fulfills all of the criteria that you’ve set as a business, QStory will process those requests automatically without any involvement from the real-time team.

Schedule Updates

It’s really, really busy, or it’s really, really quiet, so we need to make schedule changes to address service level concerns, or take advantage and get some training booked in.

QStory identifies this automatically, and proactively, and recommends redeployments that you could make, updating the schedules automatically as it goes.

Booking Offline Time

Team leaders can book offline time for themselves using our revolutionary team leader portal, while the planning team retains control over the plan, they no longer have to update it manually.

Reporting

We have our natural language, automatically generated reporting tool that offers deep dive insight at your fingertips, without all of the data mining from different systems that is normally required.

Author: Guest Author