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Three ways we are making homeworking work for us

By |March 20th, 2020|Blog|

We are in uncharted territory with this ever evolving Coronavirus situation. After our CEO Paddy Coleman made the decision to adopt ‘social distancing’ to protect and support employees, we were inundated with questions and a general sense of curiosity as to how we were going to support our employees and customers - if we were [...]

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 [...]

Press Release: QStory appoints Johanna Campion as Chair of its Board of Directors

By |February 25th, 2020|Press Release, Press Release|

Appointment marks strengthening of the company’s position for further expansion. QStory, the UK’s first Real-Time Automation provider has appointed Johanna Campion as Chair of the Board of Directors. The appointment marks the start of significant investment in UK operations, as the company looks to build on the recent years’ success. Johanna will be overseeing an [...]

Press Release: QStory announces the appointment of Declan Taylor

By |February 14th, 2020|Press Release, Press Release|

Appointment marks the strengthening and expansion of the commercial team. QStory, the UK’s first Real-Time Automation provider is delighted to announce Declan Taylor as an important new addition to the sales team. The appointment is part of an accelerated growth plan, that has seen the company flourish over the last 12 months. In this role, [...]

Press Release: QStory appoints Tony D’Cruze as Customer Success Manager

By |February 7th, 2020|Press Release, Press Release|

Company builds on its long standing commitment to customer success. QStory, the UK’s first Real-Time Automation provider has appointed Tony D’Cruze as Customer Success Manager. In this newly created role, Tony will support QStory customers with their real-time intraday management solutions to ensure customers expectations are met and exceeded. The Customer Success Team forms a [...]

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 [...]

Why Real-Time Automation is the rocket for your business

By |February 3rd, 2020|Blog, Intraday Management|

As part of my job, I introduce companies and individuals to our proposition. When I introduce the company QStory, people have heard the name and tend to think we are a WFM system or that we offer a part of what a WFM system offers such as Real-Time Adherence or Intraday Automation. People are often [...]

Press Release: QStory appoints Naila Basit as Marketing Manager

By |January 27th, 2020|Press Release, Press Release|

Appointment marks the launch of the company's new growth strategy. QStory, the UK’s first Real-Time Automation provider has appointed Naila Basit as Marketing Manager. In this role, Naila will draw on her experience in the unified communications and contact centre industry to further build on the marketing strategy to fuel the company’s ambitious growth plans [...]

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 [...]

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 [...]