‘It’s beginning to feel a lot like Christmas’…not only is it the beginning of December but The Forum’s Annual Planning Conference in the last week of November signals it’s time to wind down toward the festive season. As 2017’s Professional Planning Gold Sponsors, QStory was, once again delighted to be working alongside The Forum at Chesford Grange, Warwick.
Following on from the success of The QStory’s Challenge at The Forum’s Real-Time Workshop in September David Preece, QStory’s Customer Success Manager, hosted a lunchtime showcase, demonstrating the potential of Intraday Automation, ARTI™. QStory’s session with the ‘Sandbox Contact Centre’, using real-data and scenarios, showed how comprehensive, intuitive-to-use and fast the solution, ARTI is.
Using real-life scenarios to handle unexpected changes in the forecast, ARTI could identify the threats and opportunities throughout the day to deal with lower than anticipated demand. One Contact Centre Manager told us “this will solve all our problems with one strike” as ARTI identifies ‘safe’ idle time to put to more productive use, whilst linking to training databases to prioritise the agents most in need of training programmes. One Real-Time Manager identified that “this will enable our agents to focus and develop on the skills that they have, instead of learning the over-complicated manual processes”.
The Forum’s National Conference always promises to be an excellent demonstration of how the industry is awash with best practice; an opportunity for members and vendors alike to gain useful perspectives and insight. And this year, they didn’t disappoint – it was another enlightening and educating event which QStory was delighted participate in. It was great to see the dynamic discussions within the planning community paving the way for 2018 to be the year of not only excellent customer interactions but happier and more empowered call centre agents.