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Boosting agent engagement
Articles 30 May 2022

How to boost agent engagement and wellbeing whilst improving your productivity

Welcome to Dear Dave, our video series showcasing how Intraday Automation can transform your contact centre. In this episode, our…

Articles 09 May 2022

How to automatically manage TOIL and time owed balances

Welcome to Dear Dave, our video series showcasing how Intraday Automation can transform your contact centre. In this episode, our…

Articles 21 Apr 2022

How to book coaching and 1-2-1’s for your agents without impacting the customer

Welcome to Dear Dave, our new video series showcasing how Intraday Automation can transform your contact centre. In this second…

Articles 07 Apr 2022

How to reinvest idle agent time into valuable offline activities

Welcome to Dear Dave, our new video series showcasing how Intraday Automation can transform your contact centre! In this first…

Articles, Case studies 24 Mar 2022

Why NatWest loves QStory – 3 ways QStory NatWest’s contact centres

When it comes to call centre planning, productivity and agent engagement are top priorities. For many firms, however, there are…

Articles 06 Dec 2021

How We’re Protecting You With The Cyber Essentials Scheme

We’re delighted to announce that QStory is now accredited with the UK National Cyber Security Centre’s (NCSC) government-backed scheme. It’s…

Articles 06 Dec 2021

We’re now ISO/IEC 27001 accredited

At QStory, we know that your data is everything. That’s why we go above and beyond to help ensure it’s…

Articles 19 Nov 2021

QStory – Proud to be a winner of Deloitte’s UK Technology Fast 50

We are delighted to be included as one of the fastest growing technology companies in 2021 in the Deloitte UK…

Articles 01 Nov 2021

Improving Agent Engagement and Wellbeing

Employees are leaving their companies in great numbers. According to a BBC report, 41 percent of workers are considering quitting or changing…

Articles 02 Sep 2021

QStoryAwarded Frost & Sullivan’s Best Practices Global Product Leadership Award

We are delighted that leading international industry analyst firm, Frost and Sullivan, has awarded QStory as the ‘Best Practice Product…

Articles 26 Aug 2021

A natural evolution… software and automation replaces what people can’t do

In our industry there has been massive investment over the past 10-12 years by companies to improve their real-time planning…

Articles 06 May 2021

Winners! Real Time Automation category of The Forum awards

QStory and Domestic & General win Supplier & Client Partnership category at the Forum Awards QStory is delighted to announce…

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Articles 29 May 2026
A Decade of Powering a Better Everyday

On Wednesday, 13th May 2026, we gathered in London to mark a major milestone: 10 year anniversary of QStory.

Articles 06 May 2026
Agentic AI vs Humans – The Cost to Our Industry

Fiona Coleman, QStory Co-Founder & CEO, explores the rising financial costs of Agentic AI and the strategic necessity of balancing autonomous technology with a valued human workforce.

QSTV, Webinars 01 Apr 2026
Watch QStory’s Back Office Platform in Action

Watch the full showcase of QStory’s Back Office platform, demonstrating our Work Item Manager, a ‘back office ACD’.

Articles 30 Mar 2026
Intraday Management: Why Manual Monitoring is Just Expensive Spectating

Barry Jones, Product Director at QStory, shares his thoughts on the critical shift from reactive intraday management, to proactive intraday control.

Articles 17 Nov 2025
It’s Time the Back Office Stopped Running on Assumptions

David Preece, Pre-Sales Consultant at QStory, and 28-year veteran of the contact centre planning industry, shares his thoughts…

Articles 19 Feb 2026
The Case for Blending Front & Back Office Operations

Because, after all, customers don’t operate in siloes, and crises don’t unfold in tidy, departmental ‘buckets’.

Articles 14 Oct 2025
QStory Wins Frost & Sullivan Europe Enabling Technology Leadership Award

QStory has earned Frost & Sullivan’s 2025 Europe Enabling Technology Leadership Recognition for our strong performance in the workforce management (WFM) industry.

Articles 29 Jul 2025
Empowering Your Team, Without Compromising Your Service Levels

At this year’s SWPP Annual Conference, a consistent theme emerged: the urgent need to evolve from legacy scheduling practices and to empower agents to achieve their best work.

Articles 25 Jun 2025
Beyond the Crossroads: Redefining Customer Experience in an AI-Enabled World

Barry Jones, Product Director at QStory, shares his thoughts on what a truly agile, AI-enabled service operation looks like.

Articles 13 May 2025
Bringing the Back-Office to Front of Mind: Achieving Visibility and Flexibility with QStory

David Preece, Principal Solutions Consultant at QStory shares his thoughts on solving the back-office challenge.

Articles 16 Apr 2025
Smarter Schedules, Stronger Employee Engagement

Flexible working arrangements are essential for modern contact centers, but how flexible are your schedules for fully flexible agents?

White papers 26 Feb 2025
New Research: Agent Engagement and Empowerment

Employees in contact centres who have control over their lives feel more valued, empowered and deliver better customer…

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Our mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment.

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