Filter by Category

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 [...]

Your Boss Tells Gartner They Want To Invest In Customer Experience

By |February 25th, 2016|Blog|

Gartner’s recent paper, “Predicts 2016: Business Transformation and Process Management Bridge the Strategy-to-Execution-Gap”[1], makes for fascinating reading. Whilst the paper is primarily targeted at CIOs and their team, if companies adopt its strategies, the implications will be far reaching for all areas of the business, including the contact centre. A strategic planning assumption in this [...]

3 Ways to Balance Contact Centres’ Cost KPIs with Customer Experience

By |February 11th, 2016|Blog|

Maybe a few people will remember the early call centres in the UK in the mid 1960s – the Birmingham Press and Mail[1] is thought to be the first established. They were set up to reduce operational costs by centralising handling for individual communications. Today contact centres are still the centralised handling point for all individual [...]

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. [...]

How to Put Call Centre Staff First This Festive Season

By |December 17th, 2015|Blog|

Santa is coming to town and he waits for no one! Getting time to do everything we want to do; whether it’s taking time to see friends and relatives, going shopping with our family, preparing for everyone to visit or attending (plus sometimes recovering from...) the annual office party, it makes for a very festive [...]

Why Your Call Centre Can’t Hire a Real-Time Manager for £16k

By |November 5th, 2015|Blog|

If you spend time browsing job boards, there’s a great chance you’ll come across adverts for real-time managers, much like the ad I found: […]

How Intraday Management Can Improve Customer Experience

By |October 15th, 2015|Blog|

Discover how intraday management can empower you with the tools and insight you need to take control of the customer experience. No Forecast Is Ever Right Despite the best efforts of planners, your call centre will never see a day when your forecast is exactly the same as reality. As Murphy's law says: everything that [...]

What Is Intraday Management?

By |October 2nd, 2015|Blog|

Forecasting and scheduling are crucial components of call centre operation, but the reality of day-to-day performance can wreak havoc with even perfect planning. Thankfully, a solution is at hand: intraday management. The Problem with Forecasts: They're Wrong In many call centres, workload forecasts are completed months in advance. Schedules are created based on those forecasts [...]

Why First Contact Resolution is an Essential Call Centre Metric

By |September 21st, 2015|Blog|

Call centre dashboards are often crowded with dozens of performance metrics. Crucially though, not all metrics are created equal. In the pursuit of meaningful performance improvements, it’s essential for your call centre to develop a balanced scorecard of metrics. First Contact Resolution (also known as First Call Resolution, or FCR) is one of the most [...]

7 Actionable Strategies for Improving Low CSAT Scores in the Call Centre

By |September 11th, 2015|Blog|

Suffering from low customer satisfaction scores in your call centre? You aren’t alone. To help your call centre improve this crucial performance metric, we’re looking at 7 actionable strategies for improving the customer experience. From changing service level targets, to deploying ESAT scores in your call centre, these techniques are designed to improve every aspect of the customer experience – and overhaul your CSAT scores in the process. […]