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.

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.

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.