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In 7 weeks the contact centre industry established a “new normal”

By |May 19th, 2020|Blog, Contact Centres, Homeworking|

On Friday 20th March, we had already established homeworking for our team at QStory, a global pandemic had been declared, schools were closing that day, the UK was going into lockdown and I was hit with severe breathlessness and a terrible dry cough.  I had my first visit by an ambulance crew dressed in “lite” [...]

My First Month On The Job; Call Centres, Coronavirus & QStory

By |May 14th, 2020|Blog, Homeworking|

In March this year, despite the ominous rumblings of what was to come, I was absolutely over the moon; I was about to start working for QStory. The job was a significant step up from my previous role, in a completely different industry and I immediately felt a kinship with QStory’s ethos, profile and was [...]

How to avoid new points of failure

By |April 15th, 2020|Blog, Contact Centres, Homeworking|

Having staff work from home is great for staffing flexibility in a contact centre. There are some challenges to overcome however, and one of the most important is attendance and adherence management. ATTENDANCE: I’ll start with the biggest threat to service level performance, attendance. If staff can start their ‘shift’ at any interval of the [...]

Seeing signs of people getting used to their new reality

By |April 6th, 2020|Blog, Contact Centres, Homeworking|

I’m seeing signs of people getting used to their new reality, or at least the current version of it; the small number of unstocked shelves in my local supermarkets - even toilet paper was available - was a pleasant surprise this weekend.  It dissuaded me from buying anything I didn’t need immediately and that’s surely [...]