If you have a contact centre that has a number of active channels, aims to improve employee turnover and agent engagement multi-skilling is a no brainer - according to experts at Call Centre Helper [1]. For most contact centres, traffic comes from multiple channels therefore skilling and equipping the workforce to handle more than one [...]
‘It's beginning to feel a lot like Christmas’...not only is it the beginning of December but The Forum's Annual Planning Conference in the last week of November signals it's time to wind down toward the festive season. As 2017’s Professional Planning Gold Sponsors, QStory was, once again delighted to be working alongside The Forum at [...]
Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected [...]
Do you feel like a glorified admin person? Are you doing boring repetitive tasks? Do you feel that you could contribute far more to your organisation if only you had less of those tedious tasks? For many contact centres the relations between the real-time team and operations can be a struggle. With adherence updates streaming [...]
This week with The Forum we ran a Real-Time Workshop showing off the very latest Intraday Automation tool available in the UK. QStory provided the ‘Sandbox Contact Centre’ using real data and scenarios for attendees to get hands-on experience working as a real-time manager. 45 attendees from across a spectrum of industries; Financial Services, Insurance [...]
Scheduling your agent’s annual leave can be tricky. Balancing demand and supply, meeting Service Levels, letting agents enjoy their time off and even leave time to enjoy your own - is a complex process. But we all need a holiday! Often the manual process of holiday approval is slow. The volume of requests can overwhelm [...]
In the UK we’re not used to a proper heatwave. This week it is hot, it’s really hot! It’s an official Heatwave. And on days like these when the temperature rises, motivation might flag. How many of us are sitting at our desk looking out at the blue sky wishing we were out there and [...]
The Real-Time team knows there aren’t enough hours in the day to get everything done. The complexity of manually managing the daily real-time activities can result in poor customer experiences and inefficient staff utilisation resulting in increased cost of doing business. The first step to gaining some control over the complexity of the processes is [...]
Many businesses I encounter use a ‘flat’ 35% shrinkage uplift when planning their resource requirements. It’s a big, and expensive, figure to add to the resourcing plan. Reducing this requirement will benefit the bottom-line of any organisation but often the risk of doing this seems too high for most people to stomach. But maybe there [...]
What’s the difference between Real-Time and Intraday Management? Last year I blogged about the difference between Real-Time and Intraday management - it was nothing more than another example of the minefield of national language variations between the UK and US - or so I thought. Fast forward to 2017 and Donna Fluss, a leading US [...]
Our CEO Paddy Coleman gave a keynote speech, at the UK’s leading best practice planning community, a few weeks ago and suggested that posters of dolphins on the contact centre’s wall will do little to motivate your team! Maybe relax them when they have idle time to notice them, but they won’t build a passionate [...]
Setting an appropriate service level goal within your contact centre is a tricky proposition. For ‘live’ channels like phone or webchat, you need to consider what level of service is likely to delight your customers, what level they will simply not tolerate and what level your cost model will allow you to support. Historical data, [...]
