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Dynamic Capacity Planning in a Covid World

By |May 27th, 2020|Blog, Contact Centres|

Covid-19 has presented a number of challenges to our industry. In response, most contact centres have tactically implemented homeworking and whilst the timeline before society can return to “normal” is difficult to predict, it’s likely that working from home will be part of the future for every contact centre. Employer responsibilities Guidance released by the [...]

In 7 weeks the contact centre industry established a “new normal”

By |May 19th, 2020|Blog, Contact Centres, Homeworking|

On Friday 20th March, we had already established homeworking for our team at QStory, a global pandemic had been declared, schools were closing that day, the UK was going into lockdown and I was hit with severe breathlessness and a terrible dry cough.  I had my first visit by an ambulance crew dressed in “lite” [...]

My First Month On The Job; Call Centres, Coronavirus & QStory

By |May 14th, 2020|Blog, Homeworking|

In March this year, despite the ominous rumblings of what was to come, I was absolutely over the moon; I was about to start working for QStory. The job was a significant step up from my previous role, in a completely different industry and I immediately felt a kinship with QStory’s ethos, profile and was [...]

Congratulations to Louise Smith from and

By |May 12th, 2020|Blog, Contact Centres, News|

This evening we were ready to join Louise Smith from and as a finalist in the Resource Planning/Workforce Management Manager category at the CCMA | UK National Contact Centre Awards 2020 in London. Sparkling dresses, smart suits, ready to celebrate! Had we not been in lockdown we would be enjoying the awards evening [...]

Press Release: QStory appoints David O’Reilly to board as Non-Executive Director

By |April 23rd, 2020|Press Release, Press Release|

Start-up and tech veteran joins QStory at an exciting time in its journey QStory, a leading Real-Time Automation provider has appointed David O’Reilly to its Board of Directors as a Non-Executive Director. O’Reilly will provide a huge amount of valuable experience across multiple businesses and sectors. David worked for various banks in the 1980’s/1990’s, primarily [...]

How to avoid new points of failure

By |April 15th, 2020|Blog, Contact Centres, Homeworking|

Having staff work from home is great for staffing flexibility in a contact centre. There are some challenges to overcome however, and one of the most important is attendance and adherence management. ATTENDANCE: I’ll start with the biggest threat to service level performance, attendance. If staff can start their ‘shift’ at any interval of the [...]

Seeing signs of people getting used to their new reality

By |April 6th, 2020|Blog, Contact Centres, Homeworking|

I’m seeing signs of people getting used to their new reality, or at least the current version of it; the small number of unstocked shelves in my local supermarkets - even toilet paper was available - was a pleasant surprise this weekend.  It dissuaded me from buying anything I didn’t need immediately and that’s surely [...]

Upland Rant & Rave and QStory | Partner Webinar

By |April 6th, 2020|Webinars|

>>Access Recording Connected Through Change: Navigating the Challenges of the Remote Call Centre 30th April 2020 | 2.30pm BST Listening to your customers and employees, and acting on that feedback, are critical parts of the customer experience. Now more than ever, especially during these unprecedented times, organisations must prioritise their communication strategy to stay connected [...]

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, [...]