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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|Press Release|

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 [...]

QStory announces a new Affiliate Program for Workforce Management consultants

By |May 1st, 2018|News|

QStory today announced the creation of a new global partner program that will allow contact center Workforce Management 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 Workforce Management consultants who are looking to bring cutting [...]

Many Contact Centres Have Not Moved to the Cloud – But It Won’t Be Long

By |February 6th, 2018|Blog|

There’s been a seismic shift towards companies adopting Cloud solutions in the past decade, but not everyone is joining the bandwagon. CallCentreHelper’s 2017 edition of ‘What Contact Centres Are Doing Right Now’ interviewed almost 400 industry professionals and found that over 40% of companies are not considering a move to Cloud solutions [1]. Whilst many [...]

How Sport In 2018 Will Affect Your Contact Centre

By |January 23rd, 2018|Blog|

2018 promises to be a really big year for sport.  The Winter Olympics in South Korea are on the horizon and the summer sees the most prestigious Association Football tournament in the World take place - the 21st FIFA World Cup in Russia.  Maybe neither of these will be of interest to you but one [...]

Fewer Contact Centres Are Multi-skilling Agents

By |January 11th, 2018|Blog|

If you have a contact centre that has a number of active channels, aims to improve employee turnover and agent engagement multi-skilling is a no brainer - according to experts at Call Centre Helper [1]. For most contact centres, traffic comes from multiple channels therefore skilling and equipping the workforce to handle more than one [...]

Many Things Have Changed in Contact Centres – But This Hasn’t

By |December 14th, 2017|Blog|

Let’s take a walk down memory lane... If you’re old enough, try to remember what the world was like when contact centres were new and shiny back in the 80’s. Often overlooked was the relationship between the customer and the business and how one could benefit the other. The call centre required a level of [...]

November Planning Conference: The QStory Challenge

By |December 5th, 2017|Blog, News|

‘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 [...]

The Intraday Story – Four Reasons to Think Again about Real-Time

By |October 31st, 2017|Press Release|

Paddy Coleman at QStory takes a closer look at how intraday automation is the next step-up in contact centre performance Whether it’s called real-time or intraday management, real-time is back on the contact centre agenda with a vengeance. The need to be as proactive as possible is huge driver in contact centres. However, with unexpected [...]