About Alex Kemp

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So far Alex Kemp has created 23 blog entries.

Press Release: QStory Nominated as a Finalist in the ‘Contact Centre Product of the Year’ Category

By |February 22nd, 2017|QStory announces new version release of ARTI v2.0|

FOR IMMEDIATE RELEASE: February 22, 2017 Guildford, UK - February 22, 2017 - QStory’s Real-Time Automation solution, ARTI™ has been nominated as the ‘Contact Centre Product of the Year’ by Network Computing Awards, set up by Network Computing Magazine. Network Computing Magazine is the UK’s longest established magazine dedicated to network management. In it’s 11th year, [...]

Press Release: QStory Sponsors The Forum’s 2017 Real-Time Management Education Programme

By |February 14th, 2017|QStory announces new version release of ARTI v2.0|

FOR IMMEDIATE RELEASE: February 14, 2017 Guildford, UK - February 14, 2017 - QStory, the UK’s first Real-Time Automation provider, and The Forum (previously known as The Professional Planning Forum) have joined together to provide the UK contact centre industry with the most up to date thinking and techniques on real-time management. Known as intraday [...]

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|QStory announces new version release of ARTI v2.0|

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 [...]

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 [...]

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 [...]

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

By |March 7th, 2016|QStory announces new version release of ARTI v2.0|

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 [...]

Are Millennials Driving Your Contact Centre Customer Service Policy?

By |January 28th, 2016|Blog|

Go where your customers are, a phrase we hear time and time again, repeated by many marketing and sales professionals. And they have a point. With 3 billion internet users having over 2 billion active social media accounts why are only 3% of businesses communicating via social media?[1] Companies can utilise the growth of communication platforms [...]

3 Reasons Why You Want To Start Your Contact Centre Agent Training Now

By |January 12th, 2016|Blog|

CFO asks CEO: What happens if we spend money training our people and then they leave? CEO: What happens if we don't and they stay? This is an age-old problem that every company struggles with, it is a question that strikes at the heart of an organisation and in the creation of a companies’ culture. [...]