In 2023, with so many communications tools in use, 57% of workers’ time spent in Microsoft is on communication. Staff are finding it much harder to finish their work these days with this massive time spend on email and chat – 64% say they don’t have enough time and energy to complete their work. Those employees are three and a half times more likely to struggle with being innovative or thinking strategically.
The issue of increasing volumes of communications and the time spent managing them is compounded by the trends in customer experience expectations. As social media and instant messaging culture have become more prevalent, we have redefined the meaning of ‘fast’.
This is ultimately taxing on mental health. Workers are trying to disconnect and relax when they close their computers for the day, but they are battling against high volumes of communications and even shorter deadlines. Companies are juggling new work-life balance strategies that can lose effectiveness while trying to meet increasing client demands.
The result is that work can become overwhelming, impacting long-term wellbeing for individuals and staff productivity, retention, and engagement for organisations.
How intelligent workflow can help
Digital communication management application QMA can be hugely valuable in addressing these problems.
QMA enables operations and service teams to seamlessly manage and prioritise high email, chat, and other digital communications volumes.
The features of QMA allow your team to focus on a centralised inbox with reduced volumes through auto-assignment, and more quickly respond to and resolve client communications. This tool allows teams to collaborate effectively on group inboxes and chats, enhancing team capacity management.
Data and insights can be generated on how and why teams are communicating, allowing us to look at the best opportunities to continue to reduce time spend.
Implementing team communication processes together with QMA automations allows users to block time to get lunch, turn off notifications at specific times, pick up their kids, make it to happy hour, and get back to living their lives with peace of mind.
The ultimate result should be faster response times with increased staff wellbeing, retention, productivity, and engagement.
Delta Capita are deploying QMA across businesses as part of a pioneering agreement with Citi, where the tool originated. This deal accelerates our aim of delivering superior managed services and technology tools to the financial services industry.
We continue to implement further automation to help people get back to living their lives without compromising client relationships.
To discuss improving your communications management, contact Delta Capita today.
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