Filter by Category

Our Industry is Transforming

By |September 11th, 2019|Blog, Intraday Management, Real Time Management, WFA|

When was the last time contact centre resource planning made a significant leap forward? As an industry we’ve been “tinkering” around the edges with the technology; improved forecasting, faster scheduling, new agent apps, move to the cloud.  But what has really changed for the organisation? Productivity, as measured by the amount of paid time an agent [...]

Press Release: QStory and SKWeston partner to bring the industry THE essential management tool

By |June 10th, 2019|Contact Centres, News|

FOR IMMEDIATE RELEASE: June 7th, 2019 Guildford, UK QStory Limited  today announced SKWeston & Company (SKW) as a global reseller of their suite of award winning, cloud-based intraday automation solutions. SKW provides consultancy to contact centers worldwide, focusing on customer interaction and workforce optimization.  Through a suite of professional services around the optimisation of a [...]

Press Release: Vintegrity partners with QStory

By |May 31st, 2019|News|

FOR IMMEDIATE RELEASE: May 31st, 2019 Guildford, UK QStory Limited  today announced Vintegrity Partners LLC as a global reseller of their suite of award winning, cloud-based Intraday Automation solutions. Vintegrity Partners provides best-of-breed Workforce Optimization (WFO) software solutions for Contact Centres across the world.  Their full suite of offerings includes sales, customised system design, engineering [...]

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 [...]

4 crucial things to safeguard your CX

By |March 29th, 2019|Blog, Contact Centres, Intraday Management|

It's a challenging time for our industry, even without trying to work out how we manage our businesses in the midst of the Brexit debacle in the UK.  The pressure on companies to compete in a world where customer preferences, workforce demands and technology is shaking up all the factors on which we have historically based [...]

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, [...]

QStory announces new version release of ARTI v2.0

By |November 19th, 2018|QStory announces new version release of ARTI v2.0|

QStory today announces the release of version 2.0 of their ground breaking Intraday Automation solution, ARTI.  Version 2.0 supports real-time automation across multi-channel and multi-skilled environments, with the unique ability to support multiple workload types: phone, chat, email and back office. QStory’s powerful Intraday Automation suite allows contact centres to reduce headcount by a [...]

The unexpected wide ranging benefits of Intraday Automation.

By |November 12th, 2018|Blog, Contact Centres, Intraday Management, Uncategorised|

Intraday Automation - a subject very close to my own heart, of course - appears to be a phrase more and more people are talking about. People are beginning to see how automating those lengthy, manual intraday tasks can make a contact centre more agile and able to meet changing demands. In addition, it’s obvious [...]

‘When adherence goes up, occupancy comes down’. QStory’s David Preece discusses the Adherence-Occupancy Balance’

By |November 12th, 2018|Blog, Contact Centres, Intraday Management, Uncategorised|

  The ‘Adherence - Occupancy’ Balance   I heard something the other day that intrigued me.  What it talks about is obvious, when you think about it, but it was put in such a clear and concise way that I couldn’t help but focus on it -   ‘When adherence goes up, occupancy comes down’ [...]

QStory’s David Preece looks at the benefit of The Real-Time team relinquishing control.

By |September 28th, 2018|Blog, Contact Centres, Intraday Management|

In our latest blog, our Customer Success Manager, David Preece looks at the benefit of The Real-Time team letting go of total control.   I was recently talking to a business and their Real Time Team proudly announced, after years of building up credibility, their business now lived by the mantra ‘You don’t do ANYTHING [...]

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 [...]

QStory announces new Affiliate Program for WFM consultants

By |June 14th, 2018|QStory announces new version release of ARTI v2.0|

WFM Consultants QStory announced the creation of a new global partner program that will allow contact center Workforce Management (WFM) consultants to easily leverage QStory's suite of award winning, cloud-based Intraday Automation solutions in their customer environments. The Affiliate Partner program is designed specifically for Contact Center or WFM consultants who are looking [...]