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The unexpected wide ranging benefits of Intraday Automation.

By |November 12th, 2018|Blog, Contact Centres, Intraday Management, Uncategorised|

Intraday Automation - a subject very close to my own heart, of course - appears to be a phrase more and more people are talking about. People are beginning to see how automating those lengthy, manual intraday tasks can make a contact centre more agile and able to meet changing demands. In addition, it’s obvious [...]

‘When adherence goes up, occupancy comes down’. QStory’s David Preece discusses the Adherence-Occupancy Balance’

By |November 12th, 2018|Blog, Contact Centres, Intraday Management, Uncategorised|

  The ‘Adherence - Occupancy’ Balance   I heard something the other day that intrigued me.  What it talks about is obvious, when you think about it, but it was put in such a clear and concise way that I couldn’t help but focus on it -   ‘When adherence goes up, occupancy comes down’ [...]

QStory’s David Preece looks at the benefit of The Real-Time team relinquishing control.

By |September 28th, 2018|Blog, Contact Centres, Intraday Management|

In our latest blog, our Customer Success Manager, David Preece looks at the benefit of The Real-Time team letting go of total control.   I was recently talking to a business and their Real Time Team proudly announced, after years of building up credibility, their business now lived by the mantra ‘You don’t do ANYTHING [...]

QStory’s CRO, Dan Carpenter talks Workforce Engagement Management (WEM)

By |August 6th, 2018|Blog, WEM|

The Soft and Hard Benefits of an Engaged Workforce The latest acronym to hit the contact center, WEM which stands for Workforce Engagement Management, may be the most impactful in a decade or more. Workforce Optimization (WFO) is an undeniably valuable suite of technology and methodologies for managing and driving efficiencies in contact centers but [...]

Many Contact Centres Have Not Moved to the Cloud – But It Won’t Be Long

By |February 6th, 2018|Blog|

There’s been a seismic shift towards companies adopting Cloud solutions in the past decade, but not everyone is joining the bandwagon. CallCentreHelper’s 2017 edition of ‘What Contact Centres Are Doing Right Now’ interviewed almost 400 industry professionals and found that over 40% of companies are not considering a move to Cloud solutions [1]. Whilst many [...]

How Sport In 2018 Will Affect Your Contact Centre

By |January 23rd, 2018|Blog|

2018 promises to be a really big year for sport.  The Winter Olympics in South Korea are on the horizon and the summer sees the most prestigious Association Football tournament in the World take place - the 21st FIFA World Cup in Russia.  Maybe neither of these will be of interest to you but one [...]

Fewer Contact Centres Are Multi-skilling Agents

By |January 11th, 2018|Blog|

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 [...]

Many Things Have Changed in Contact Centres – But This Hasn’t

By |December 14th, 2017|Blog|

Let’s take a walk down memory lane... If you’re old enough, try to remember what the world was like when contact centres were new and shiny back in the 80’s. Often overlooked was the relationship between the customer and the business and how one could benefit the other. The call centre required a level of [...]

November Planning Conference: The QStory Challenge

By |December 5th, 2017|Blog, News|

‘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 [...]

Intraday Automation – Make my day!

By |October 12th, 2017|Blog|

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 [...]

The QStory Challenge

By |September 21st, 2017|Blog, News|

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 [...]

What’s Impacting Agents’ Lives? Shaving Schedules

By |September 12th, 2017|Blog|

It’s time to stop shaving schedule inefficiency and impacting workers’ lives - leave the changes to Intraday Automation A watchword in Contact Centre planning is ‘efficiency’.  Over the past 20 years or so, the industry has been busy trying to find ways to improve efficiency in a number of different areas - for the agents, [...]