QStory runs in contact centres across financial services, travel, retail, utilities, technology and outsourcing. The platform is the same in each: forecasting, multi-modal scheduling, real-time intraday automation, back office and employee engagement in one cloud-native system. What changes is the pressure each industry puts on the plan, and which parts of the day are hardest to protect.
Banks, building societies and insurers have to evidence mandatory training, give complaints and vulnerable customer conversations the time they need, and cover the back office and branch network as well as the phones. NatWest, Nationwide and Direct Line Group use QStory. More on workforce management for financial services.
Demand moves with weather, disruption and school holidays, and much of the workforce is home-based. Jet2 gives home-based contact centre staff control of their schedules with QStory, and increased coaching time by 87%.
Peak trading concentrates a year of pressure into a few weeks, and flexibility is what keeps people through it. eBay reduced attrition by 25% using the QStory Agent App. Fabletics also runs on QStory.
Billing cycles, outages and weather events reshape a day without warning, and back office case work builds up behind the phones. OVO and Anglian Water use QStory.
Support demand follows releases, incidents and installation schedules across multiple channels. Vivint and Enova use QStory.
Outsourcers run many clients, contracts and service levels from one operation, so intraday decisions have to respect each client’s rules. Merchants and CGI use QStory.
QStory reforecasts the day as it happens, finds surplus and shortfall as they appear, and makes the routine corrections automatically within rules your planners set: moving offline work into quiet periods, protecting the queues when demand spikes and handling teammate requests. See the platform, the solutions it is used for, or the customer stories.
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