Planning and real-time teams

You’ve probably already made huge gains in your contact centre through better planning and real-time management. As you seek further improvements, QStory is a planner’s dream, building from your schedule to automate change requests and put idle time to good use.

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Planning and real-time teams

You’ve probably already made huge gains in your contact centre through better planning and real-time management. As you seek further improvements, QStory is a planner’s dream, building from your schedule to automate change requests and put idle time to good use.

Tell me more

Making idle time productive

QStory finds the spare idle time that is necessary within every created schedule to give staff their full working hours. This idle time is then put to good use – recommendations are made for more productive work, schedule training, reduce off-phone backlogged work or work that would be done using overtime. Shrinkage in the business plan can be reduced whilst still meeting customer service performance and giving frontline staff the flexibility they desire. It’s a win-win-win for the organisation.

Risk mitigation

Our Intraday Automation platform predicts when there will be risks to service levels, increasing abandoned calls and long wait times, and when there will be quiet times and agents have little or no work to do. QStory automatically recommends solutions to mitigate the customer performance risks. Our clients get peace of mind, knowing if there is any upcoming surge in demand, recommendations are only made if there is no risk ahead to customer performance.

Adaptive and empowering

The hidden cost of a strong planning process is that agents suffer inflexible schedules and the operation carries the additional capacity required to meet customer outcomes at all times. QStory steps in to let agents safely self-serve change requests and reallocate capacity to productive meetings and training through the day.