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The Future is Flexible Working

By |November 28th, 2019|Blog, Contact Centres, WEM|

Our customers are telling us that what’s needed in call centres is the technology to enable flexibility working conditions to be able to support individuals’ work/life balance preferences. The call centre industry is renowned for being inflexible for their agents. There’s the stereotypical view of people being chained to their desks as they cover the [...]

Our Industry is Transforming

By |September 11th, 2019|Blog, Intraday Management, Real Time Management, WFA|

When was the last time contact centre resource planning made a significant leap forward? As an industry we’ve been “tinkering” around the edges with the technology; improved forecasting, faster scheduling, new agent apps, move to the cloud.  But what has really changed for the organisation? Productivity, as measured by the amount of paid time an agent [...]

Don’t Believe The Hype! Let’s Talk Real Innovation.

By |April 30th, 2019|Blog, Contact Centres, Intraday Management, Real Time Management, WEM|

  3 things you can do today to make your contact centre fly Sometimes I think, in our industry we make up new catch-phrases and special terms just so we look like we are innovating to meet the desires of customers and to look after our contact centre agents. But sometimes, I think we are [...]

4 crucial things to safeguard your CX

By |March 29th, 2019|Blog, Contact Centres, Intraday Management|

It's a challenging time for our industry, even without trying to work out how we manage our businesses in the midst of the Brexit debacle in the UK.  The pressure on companies to compete in a world where customer preferences, workforce demands and technology is shaking up all the factors on which we have historically based [...]

QStory redefines what ‘easy’ really looks like for Intraday Management

By |March 13th, 2019|Blog, Contact Centres, Intraday Management, WEM|

Easy? I can tell you all about easy... I’ve just been flicking through the UK Contact Centre Decision Makers Guide 2018-19.  As you’d expect, for someone in my current industry and with my background in Contact Centre Planning, this was full of really interesting facts, trends and research, covering topics like Maximising Efficiency and Optimisation, [...]

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 [...]

Workforce Engagement Management (WEM); What does it really stand for?

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 [...]

4 Ways To Minimise Impact of Big Sporting Events In Your Contact Centre

By |January 23rd, 2018|Blog|

Every year we have a really big year for sport.  2018 saw the Winter Olympics in South Korea and the 21st FIFA World Cup in Russia.  2019 is the Rugby World Cup and the Olympics in 2020 both in Japan.  And the final of the UEFA Euro 2020 at Wembley. Maybe none of these will [...]

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 [...]