Ben Drakeford at QStory
At QStory we pride ourselves on being an innovative organisation that delivers solutions to increase the performance of our customers’ contact centres. We have a solution that enables our clients to realise the performance aspirations that they set themselves and closes the often invisible gap between expectations based on resources and the results that are delivered in the contact centre.
The problem with innovation in technology is that there is sometimes a negative association. People often fear technology because they feel that it damages business growth and opportunities. But according to a recent report – not UK workers.
Research indicates that half of British workers associate new technology with growth and opportunities, higher than many other leading European countries, and that is music to our ears at QStory.
Our clients talk to us about the opportunities that our services have delivered for them, especially in uncertain times. One client recently spoke to us about the value of being able to recruit staff from across the UK.
“As a contact centre that is focused on sales and service we are dependent on contact centre staff to deliver results and differentiate us from competitors. Installation of QStory ARTI software has freed us to recruit people from across the UK and not simply from within a radius of the centres. We can now focus on the best people rather than simply local people.”
In addition to that we have heard from people within real-time planning teams who are no longer constrained by menial, repetitive tasks or standard reports and feel empowered by the automation and data available to them.
Users from one of our retail customers described how they are now able to accurately diagnose gaps in their service levels using the QStory ‘why’ analysis that uncovered problems, previously unseen.
“In the past we spotted an issue and used that as our diagnosis. We were busy and the time and resources required to do in-depth analysis were simply not available to explore every issue. Now we have more information and importantly more time in which to make decisions and adjust plans to meet the SLA.”
It seems that today new technology can open opportunities to people previously excluded because of location, but it can also enhance existing roles by automating tasks and providing information that simply was not available before.
At QStory that is our mission, to empower people and enhance performance and we are proud to work with our clients globally who are actively embracing new technology.
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