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I Was Wrong: The Real Difference Between “Old School” Intraday and Real-Time Management

By |May 23rd, 2017|Blog|

What’s the difference between Real-Time and Intraday Management? Last year I blogged about the difference between Real-Time and Intraday management - it was nothing more than another example of the minefield of national language variations between the UK and US - or so I thought. Fast forward to 2017 and Donna Fluss, a leading US [...]

Can Your Dolphin Posters Help Release Your Team’s Potential?

By |May 16th, 2017|Blog, News|

Our CEO Paddy Coleman gave a keynote speech, at the UK’s leading best practice planning community, a few weeks ago and suggested that posters of dolphins on the contact centre’s wall will do little to motivate your team! Maybe relax them when they have idle time to notice them, but they won’t build a passionate [...]

4 Ways To Reduce Contact Centre Agent Attrition

By |April 13th, 2017|Blog|

In the contact centre industry, a lot is made of the importance of technology.  ACD’s, Speech Analytics tools, CRM, WFM and Real-Time Automation solutions all figure heavily in everyone’s thinking when people are looking for the best solution for their contact centre.  But, in my opinion, there remains another key factor that can make the [...]

Are Contact Centre Email Response Times As Strong As They Need To Be?

By |April 6th, 2017|Blog|

Setting an appropriate service level goal within your contact centre is a tricky proposition. For ‘live’ channels like phone or webchat, you need to consider what level of service is likely to delight your customers, what level they will simply not tolerate and what level your cost model will allow you to support. Historical data, [...]

Redefining Real-Time Management

By |March 14th, 2017|Blog|

Recently, I’ve been delving through the internet looking for what the contact centre industry actually understands by ‘real-time management’. This one from Contact Centre World, is fairly representative of what I found; "Using queue levels to judge staff numbers and manipulate scheduling. This technique can be utilised to maximise profitability and efficiency of the organisation." [...]

4 Cities’ Workshops: My take on the The Forum Challenge Workshops 2017

By |March 3rd, 2017|Blog, News|

Over the past few weeks, I’ve been ‘on tour’ around the UK, attending all four of The Forum’s Regional Challenge Workshops. As the UK’s go-to community for best practice and professional development in customer contact it has given me an opportunity to hear first-hand the challenges that Planning teams around the UK are facing. I’ve [...]

Contact Centre Tug-of-War – Who’s In Charge Of Real-Time Management?

By |February 28th, 2017|Blog|

Many companies have a continuous struggle between the real-time monitoring team and operations. Whilst adherence updates stream throughout the day, ops often do not consult the real-time team when taking agents off a queue to give them a break or to do training. Without the visibility of what the forecasted workload looks like, the result [...]

Press Release: QStory Nominated as a Finalist in the ‘Contact Centre Product of the Year’ Category

By |February 22nd, 2017|QStory announces new version release of ARTI v2.0|

FOR IMMEDIATE RELEASE: February 22, 2017 Guildford, UK - February 22, 2017 - QStory’s Real-Time Automation solution, ARTI™ has been nominated as the ‘Contact Centre Product of the Year’ by Network Computing Awards, set up by Network Computing Magazine. Network Computing Magazine is the UK’s longest established magazine dedicated to network management. In it’s 11th year, [...]

Press Release: QStory Sponsors The Forum’s 2017 Real-Time Management Education Programme

By |February 14th, 2017|QStory announces new version release of ARTI v2.0|

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 [...]

Multi-Skilling In Call Centres – How Automating Real Time Makes It A More Achievable Proposition

By |February 7th, 2017|Blog|

Multichannel contact, or Omnichannel as it is sometimes known, is a great way to do business and has been at the heart of developments in the contact centre industry over the past few years. Customers can pick and choose the way that they want to contact you, dependant on their personal preference – younger people [...]

3 Ways To Unlock The Next Step-Up In Contact Centre Performance Using Real-Time Automation

By |January 31st, 2017|Blog|

Deploying WFM was a step change for the contact centre industry when it was first launched 30 years ago. It’s still a critical element in the planning process to gain efficiencies. But what’s next? Where is the next critical application that will bring about another step change in contact centre productivity? Research has shown [...]

Is Agent Coaching The Pathway To Call Centre Customer Happiness?

By |January 24th, 2017|Blog|

I’ve read the top 3 wishes that customers have are;  That their problems are understood and resolved quickly and easily That they have personal interaction with a human agent That the agent they contact has the skills required to resolve their issue No-one should be overly surprised to find problem resolution at the very top [...]