Wasted time or lost productivity is a primary concern for organizations. According to a research report published by Unit4, workers spend approximately 552 hours a year on repetitive and administrative tasks. And this loss of productivity is costing over $5 trillion annually to the global service industry. So, what is wasted time? It refers to performing any task that is not related to the project or contributes to operational efficiency. Cited distractions at work include socializing with co-workers, web surfing, applying for other jobs, or spacing out – highlights The Muse. Mundane administrative tasks or doing the same work repeatedly also contribute to wasted hours. In fact, wasted hours are the key contributors to productivity loss in an organization.
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One such strategy that has gained prominence is the implementation of a Global Business Services (GBS) model. This approach centralizes various support functions across a company, fostering streamlined operations and improved service delivery for internal employees and external customers.
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B2B service firms often invest in digital marketing to increase traffic, but find that the leads coming in don’t match their ideal client profile. Time is wasted on unqualified inquiries, sales teams lose focus, and client acquisition costs rise. For firms built on specialized knowledge and long-term relationships, this misalignment can slow growth and strain internal resources.
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Automation has become a key driver for business efficiency, customer satisfaction, and growth. By automating repetitive tasks and standardizing procedures, companies can focus more on strategic goals and less on manual operations.
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AI-driven customer support offers potential for faster resolutions and sharper guidance, but only if helpdesk teams understand how to integrate it effectively. While chatbots and analytics grab headlines, meeting AI-fueled expectations requires shifts in agent skills, data strategy, knowledge management, and ethical practices.
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