Employee engagement

Most contact centre leaders agree that workforce engagement drives better and more sustainable results. Happy and engaged teams stay longer, grow in their careers and skills and carry an infectious enthusiasm that is vital for quality customer service.

Employee engagement

Most contact centre leaders agree that workforce engagement drives better and more sustainable results. Happy and engaged teams stay longer, grow in their careers and skills and carry an infectious enthusiasm that is vital for quality customer service.

Empower your team

Much of recent contact centre technology adoption has focused on efficiency, leaving teams with the feeling that they are being continually optimized, but not supported and empowered. QStory reverses that trend, by delivering performance gains that are based on rather than in opposition to agent engagement. This approach includes self-service shift changes, flexible working and regular training.

Give the gift of flexibility

Recent research with Davies Hickman showed the biggest factor underpinning agent dissatisfaction is unnecessary inflexibility. Agents report not being able to get to kids’ plays, care for loved ones and rearrange their schedules to find work-life balance. Intraday Automation gives your teams flexibility to adapt to their personal circumstances and needs, without compromising service levels. It drives immediate increase in employee satisfaction.

Unlock potential

It takes a huge investment to grow a new agent to a multi-skilled, efficient and highly productive team member. The investment includes recruitment, onboarding, training, shadowing, evaluating, coaching and upskilling; and yet it is all wasted when that agent leaves. And contact centre attrition rates are often above 30%. QStory helps decrease attrition, improves morale, and allows agents to develop new skills that drive improved core metrics as they develop.

From a staff engagement point of view, our agents are loving the fact that they can view their own daily adherence levels and other KPI’s…and have the flexibility to change things like their breaks to a time more suited to them if there is the capacity to do so.

Louise Smith

GM Planning and MI

Want to know more?

    Case studies

    Domestic and General case study

    Domestic and General The UK’s leading specialist warranty provider for over 100 years, covering kitchen appliances, boilers…
    White papers

    Will I stay or will I go?

    Independent research: How flexible working is changing contact centres This white paper is based on independent research…
    Menu