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Travel Bookings
Articles 07 Jul 2020

Travel | Bookings on the up

As the travel industry sees a bright light at the end of the COVID-19 tunnel, now more than ever the…

Insurance contact centres
Articles 06 Jul 2020

Transformation in Insurance

COVID-19 has changed the way customer service operations in the insurance sector work; these changes have created an opportunity to…

finance
Articles 24 Jun 2020

COVID-19 & Finance Sector

COVID-19 has changed the way customer service operations in the finance sector work – these changes can create opportunities to…

Customer Promises
Articles 19 Jun 2020

Customer trust is built by delivering on promises

22nd June 2020 Seb Clarke Trust sits high on the priority list of many large organisations. Leaders talk frequently of…

Articles 10 Jun 2020

Could Remote Working Point a Way Forward for the Travel Industry?

Remote working has taken off during the pandemic out of necessity, but the benefits mean that it could become standard…

Capacity Planning
Articles 27 May 2020

Dynamic Capacity Planning in a Covid World

Covid-19 has presented a number of challenges to our industry. In response, most contact centres have tactically implemented homeworking and…

Articles 19 May 2020

In 7 weeks the contact centre industry established a “new normal”

On Friday 20th March, we had already established homeworking for our team at QStory, a global pandemic had been declared,…

Covid-19
Articles 14 May 2020

My First Month On The Job; Call Centres, Coronavirus & QStory

In March this year, despite the ominous rumblings of what was to come, I was absolutely over the moon; I…

CCMA
Articles 12 May 2020

Congratulations to Louise Smith from Jet2.com and Jet2holidays.com

This evening we were ready to join Louise Smith from Jet2.com and Jet2holidays.com as a finalist in the Resource Planning/Workforce…

Articles 23 Apr 2020

Press Release: QStory appoints David O’Reilly to board as Non-Executive Director

Start-up and tech veteran joins QStory at an exciting time in its journey QStory, a leading Real-Time Automation provider has…

homeworking agents
Articles 15 Apr 2020

How to avoid new points of failure

Having staff work from home is great for staffing flexibility in a contact centre. There are some challenges to overcome…

homeworking agents
Articles 06 Apr 2020

Seeing signs of people getting used to their new reality

I’m seeing signs of people getting used to their new reality, or at least the current version of it; the…

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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…

Articles, Webinars 21 Oct 2024
eBay’s Vision of “Radical Autonomy” for Their Frontline Teammates

eBay Webinar: Radical autonomy for eBay’s front line teammates. Hear from eBay’s Director of CTO Solutions, James Stewart.

Case studies, QSTV, Webinars 19 Sep 2023
Jet2 webinar: Lessons learnt from managing a home based workforce

Hear from Jet2’s Head of Forecasting, Planning and MI, Louise Smith.

QSTV, Webinars 02 Jun 2023
Webinar – Why QStory is a Game Changer for the Agent Experience

This on-demand webinar, originally from The Forum’s Customer, Strategy and Planning conference, showcases all the ways QStory boosts agent engagement.

Case studies, QSTV, Webinars 10 Mar 2022
Webinar – How NatWest transformed productivity and the agent experience with QStory

Hear from NatWest on why QStory is a must-have part of their contact centre operation.

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