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Homeworking as the new normal

By |March 4th, 2020|Blog, WEM|

Homeworking is one of those subjects that comes up year after year for contact centre managers. Long seen as a critical emerging trend, remote agents should be the future of all contact centre operations. Whilst some companies have shown a little reluctance to accept flexible working, the Coronavirus outbreak means that all companies will have to [...]

Level up with QStory

By |February 3rd, 2020|Blog, Contact Centres, Intraday Management, WEM, Workforce Management|

Having spent a few years working with contact centres of varying sizes on their CCaaS platform investment, it was only inevitable that I’d seek to work with a proposition and company who was all about doing things differently, and making very deliberate choices to change the general notion of WFO/WEM solutions in the contact centre [...]

From Workforce Optimisation to Workforce Engagement Management

By |January 10th, 2020|Blog, Contact Centres, WEM, Workforce Management|

I recently learnt that Gartner are retiring the term Workforce Optimisation and it made me consider what the term stands for and where the industry is heading. Workforce Optimisation (WFO) covered the technology that impacts the people within call centres. It’s about integrating contact centre technologies to improve customer service and efficiency and involves automating [...]

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 [...]

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 [...]

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, [...]

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 [...]