Team leaders need autonomy to quickly assess when additional support is required, monitor KPIs in real-time, and even book in their own coaching times via QStory’s self-service functionality. Our Intraday Automation platform gives team leaders this real-time visibility plus the knowledge and comfort that their actions to support their team will not impact customer performance.

Managing staff, whether they are working from the office or remotely, is seamless with QStory. All data is available, management can see all their KPIs on all their queues. Attendance, adherence, average handle times are updated in real time. Communication with team members is direct, nudges for those late to work, nudges for those whose calls are overrunning and might need some help.

By providing self-serve tools for agents and team leaders, QStory builds instant flexibility into the contact centre whilst protecting service levels. Our clients report immediate increases in staff morale and motivation. In turn the customer has a better experience, staff attrition is reduced and money is saved through reduced recruitment costs.