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How To Get Through Your Call Centre Agent Training Programmes

By |December 8th, 2016|Blog|

Do you have the good intentions of getting through your agents’ annual training programmes, but never seem to get there?  By December you know you’re just not going to make it. Every long-term strategic plan, mid-term staffing projection and short-term staffing view has a provision for training built into it. Whether this is to create [...]

National Planning Conference in pictures

By |December 1st, 2016|Blog, News|

On Tuesday QStory enjoyed catching up with familiar faces and meeting new people in Eastwood at The Forum’s National Planning Conference. The Forum events always promise to be an opportunity to gain useful insight into organisations’ progress in improving their contact centre’s performance. Once again Tuesday did not disappoint. There was a full day of [...]

Press Release: Automation Showcase at The Forum’s National Planning Conference 2016

By |November 22nd, 2016|Press Release|

On Tuesday 29th November at The Forum’s annual National Planning Conference Quintin van der Merwe will take to the stage to discuss the transformative success of QStory's Real-Time Automation solution. Event details: National Planning Conference 2016  Tuesday 29th November 2016, Eastwood Hall, Nottingham Automation Showcase:  Transform real-time performance with automation & IT: Budget Insurance in South Africa [...]

Score Big Benefits With Real-Time Automation For Home Working Agents In Your Contact Centre

By |October 27th, 2016|Blog|

An estimated 58% of contact centre organisations currently employ home working agents, according to the 2016 UK HomeAgent survey. In 2015 the proportion of contact centres using home workers almost doubled since 2008, with the overall number of remote agents increasing by 300% since 2010. With the commercial and technical pressures of an increasingly globalised world, and [...]

When Customer Experience Is Everything, Create Capacity For Training

By |October 11th, 2016|Blog|

When you have valuable high net worth customers, can it really be “top service at any cost?”   Looking after high net worth customers happens in sectors of the finance industry and often in the mobile phone sector. For these organisations client experience is everything, often their contact centres are “high-touch” environments so it’s critical [...]

Contact Centres Leave Customers Hanging On For 43 Days

By |August 9th, 2016|Blog, News|

In the US it’s been reported that customers spend 43 days of their lives on hold waiting for a service agent to answer their call [1]. That equates to between 10 to 20 minutes EACH WEEK they spend listening to a recorded voice telling them that “your call is important to us”. But not so [...]

5 Ways To Keep Your Contact Centre Agents Happy This Summer

By |July 21st, 2016|Blog|

The UK summer might technically be here but more often than not we see very little evidence. British workers are left with little choice but to book time-off and fly somewhere far away for some guaranteed sun. This can present a problem for many contact centres as this is often the busiest time of the [...]

Customer Experience Values Real-Time and Intraday Automation in Call Centres

By |July 20th, 2016|Blog|

The development of automated technology in the last decade has created levels of operational efficiencies and cost advantages that are now driving businesses across a wide spectrum of industries. Call centres have seen increasing adoption of automation to improve customer service, operational processes and technology challenges which are common across the industry. DimensionData’s “2016 Global [...]

What’s the difference between Real-Time Management and Intraday Management in the Contact Centre?

By |July 12th, 2016|Blog|

The age old argument; chips or fries, pavement or sidewalk, trousers or pants. There is a minefield of national language variations between the UK and the US but are they the same? Yes! Real-Time Management and Intraday Management roles are essentially the same on both sides of the pond. Contact centre job boards in the [...]

NewGen WFM Has QStory’s Real-Time Automation At It’s Heart

By |May 26th, 2016|Blog, News|

NewGen WFM[1] envisages a new model of just-in-time management where real-time demand meets real-time supply. Enabled by advances in mobility and self-service technology plus advances in algorithms and expert system developments, this evolution will benefit customers, the workforce and the company. There are many benefits by embracing the new technology; here are 3 which will [...]

Could Investing in Customer Experience Stem Job Losses?

By |March 10th, 2016|Blog|

With their announcement this week of an annual loss of £99 million it comes as little surprise that Npower have been forced to “simplify” their operations. One impact is the axing of 2 400 jobs in the UK and overseas. In recent years Npower have closed multiple UK offices, transferred their customer service to contact [...]

Press Release: Guildford small business game-changer, QStory, predicted to join the successful ranks of TransferWise, and JustPark

By |March 7th, 2016|Press Release|

Everline Future 50 - QStory Press Release FOR IMMEDIATE RELEASE: Monday 7 March 2016 Guildford-based QStory, an automated staff management tool suite for contact centres, was named ‘one to watch’ at the Everline Future 50 awards, held in conjunction with Real Business at Bankside Vaults, London on Thursday night. Real Business created the Future 50 [...]