FOR IMMEDIATE RELEASE: February 14, 2017

Guildford, UK – February 14, 2017 –

QStory, the UK’s first Real-Time Automation provider, and The Forum (previously known as The Professional Planning Forum) have joined together to provide the UK contact centre industry with the most up to date thinking and techniques on real-time management.

Known as intraday management in the US, real-time management is considered the next big step-change in contact centre performance improvement. Gaining rapid momentum in the UK, organisations can effectively manage their “on-the-day” activities by implementing techniques which recover idle time to use productively, whilst still protecting service levels and customer experience. Those who are implementing it are finding big benefits with an uplift in customer satisfaction, improved agent utilisation and profitability.

Together The Forum and QStory will be holding a series of events throughout 2017;

  • Challenge Workshops: Feb and March, June and July
  • Real-Time Masterclass: Solihull, 14 and 15th March
  • National Real-Time Workshop with “ARTI Sandbox”, a Real-Time Automation simulation game: 19th and 20th September

“We are delighted to be working with QStory to ensure our Real-Time programme includes the latest thinking and is inspiring and makes a difference for our members,” explained Steve Woosey, CEO of The Forum.

Paddy Coleman, CEO of QStory said, “The Forum leads the UK contact centre industry with the latest planning standards and techniques. We are delighted to partner with them on such an important subject as real-time management and look forward to meeting their members at the events we are holding as well as at the Customer Strategy and Planning Conference in Harrogate from 24th-25th April, and the National Planning Conference in November. These events alongside The Forum, showcase the step-up in contact centre thinking and reflect QStory’s commitment to continually innovate solutions to drive the contact centre industry forward.”

About QStory

QStory, based in Guildford, Surrey, is revolutionising the way call centres manage their real time activities. Their Real-Time Automation tool (ARTI), reporting analyst solution (Why Detector) and holiday automation approval application (AHA) are deployed in contact centres in the UK, Ireland, South Africa and the Americas. The QStory solutions were created after years of experience in delivering WFM projects globally and the realisation that traditional WFM platforms fall short in delivering the tools required by real-time teams. Their aim is to improve the contact centres’ customers’ experience and the working lives of the millions of call centre staff.

For any more information or queries on these events please click here


Press contact details:
Katherine Potter: / 0333 123 5960
Alex Kemp: / 01483 685360

QStory contact details:
T: 01483 685360