This month, QStory’s David Preece presented a tech showcase of our Back Office platform for The Forum’s Virtual Customer Strategy & Planning Conference. If you missed the live session, you can catch the full presentation below!
Summary of QStory’s Back Office Demonstration
For too long, back office planning in contact centre operations has been treated as a bit of a guessing game. Grappling with disconnected systems, manual workload tracking and a real lack of visibility of accurate average handling times (AHT), leading to businesses unable to correctly rightsize their operations, missed service level agreements (SLAs) and rising overtime costs.
QStory’s Work Item Manager acts like a ‘back office ACD’, helping businesses to replace vague assumptions with reliable data, bringing total visibility of workloads.
Introducing the Benefits of Work Item Manager
- Seamless integration: Tasks can either be uploaded simply via CSV file, or QStory can connect directly to systems such as Zendesk or Salesforce.
- Intelligent prioritisation: QStory’s platform automatically matches the most urgent items with the agents best skilled to handle them, helping to prevent teams from breaching service level agreements (SLAs).
- Accurate tracking: Work Item Manager accurately captures true handling times, logs task statuses and records agent activity, providing full reports on schedule adherence and productivity.
- Comprehensive insights: The platform features real-time and historical reporting, with configurable dashboards, queue summary and work item reports.
- Blended operations: Through bringing true measurement to your back office tasks, QStory unlocks the power of a fully blended, agile workforce.
Next Up: Blended Operations with QStory
QStory will be carrying on this discussion at The Forum’s in-person Customer Strategy & Planning Conference later this year. The team will be diving deeper into the benefits of blended front and back office operations, from dynamic resource flexibility and faster first-contact resolution (FCR) to achieving total visibility of performance and productivity across all teams and channels. Our team will be exhibiting at the event, so if you are attending, let us know, we would love to catch up!
Ready to transform your back office operations? Get in touch today to learn more or to book a meeting with David.