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4 Ways To Minimise Impact of Big Sporting Events In Your Contact Centre

By |January 23rd, 2018|Blog|

Every year we have a really big year for sport.  2018 saw the Winter Olympics in South Korea and the 21st FIFA World Cup in Russia.  2019 is the Rugby World Cup and the Olympics in 2020 both in Japan.  And the final of the UEFA Euro 2020 at Wembley. Maybe none of these will [...]

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 [...]

Intraday Automation – Make my day!

By |October 12th, 2017|Blog|

Do you feel like a glorified admin person? Are you doing boring repetitive tasks? Do you feel that you could contribute far more to your organisation if only you had less of those tedious tasks? For many contact centres the relations between the real-time team and operations can be a struggle. With adherence updates streaming [...]

The QStory Challenge

By |September 21st, 2017|Blog, News|

This week with The Forum we ran a Real-Time Workshop showing off the very latest Intraday Automation tool available in the UK. QStory provided the ‘Sandbox Contact Centre’ using real data and scenarios for attendees to get hands-on experience working as a real-time manager. 45 attendees from across a spectrum of industries; Financial Services, Insurance [...]

What’s Impacting Agents’ Lives? Shaving Schedules

By |September 12th, 2017|Blog|

It’s time to stop shaving schedule inefficiency and impacting workers’ lives - leave the changes to Intraday Automation A watchword in Contact Centre planning is ‘efficiency’.  Over the past 20 years or so, the industry has been busy trying to find ways to improve efficiency in a number of different areas - for the agents, [...]

Sit Back and Relax, Here are 5 Reasons to Automate Holiday Approval

By |July 25th, 2017|Blog|

Scheduling your agent’s annual leave can be tricky. Balancing demand and supply, meeting Service Levels, letting agents enjoy their time off and even leave time to enjoy your own - is a complex process. But we all need a holiday! Often the manual process of holiday approval is slow. The volume of requests can overwhelm [...]

Closing the QA Loop with Real-Time Automation

By |July 18th, 2017|Blog|

Many of the businesses that I encounter find the most common cause of calls with no resolution is due to poor agent skills. First Call Resolution is consistently shown to have the biggest correlation with Customer Satisfaction scores and NPS leaving many operations increasingly frustrated by their broken QA loop. But it doesn’t have to [...]

5 Ways To Keep Contact Centre Agents Motivated This Summer

By |June 20th, 2017|Blog|

In the UK we’re not used to a proper heatwave. This week it is hot, it’s really hot! It’s an official Heatwave.  And on days like these when the temperature rises, motivation might flag. How many of us are sitting at our desk looking out at the blue sky wishing we were out there and [...]

How To Convince Your Boss That They Need Real-Time Automation As Much As You Do

By |June 15th, 2017|Blog|

The Real-Time team knows there aren’t enough hours in the day to get everything done.  The complexity of manually managing the daily real-time activities can result in poor customer experiences and inefficient staff utilisation resulting in increased cost of doing business. The first step to gaining some control over the complexity of the processes is [...]