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QStory’s David Preece 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, [...]

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 [...]