Productivity

Every contact centre has to balance customer service levels with resource efficiency. QStory takes the plans, manages real-time changes, and fills unwanted idle time with productive work.

Tell me more

Productivity

Every contact centre has to balance customer service levels with resource efficiency. QStory takes the plans, manages real-time changes, and fills unwanted idle time with productive work.

Tell me more

Less admin overhead

Every sizable contact centre carries a significant but unquantified administrative burden – the cost of managing and approving schedule changes due to lateness, sickness, shift swaps and training requirements. QStory automates this burden, without compromising customer service.

Automated resource allocation

Forecasting customer demand, in order to schedule only the people you need to be available to serve customers, is the first step in productivity.

Using Intraday Automation from QStory to predict when there won’t be enough customer demand to keep your available people busy, and find better uses for their time, is the next step.

Fast response times

The delay caused by the backlog of processing and approving change requests causes much frustration for team leaders and agents alike. Intraday Automation allows self-service of change requests, improving satisfaction due to improved working flexibility and immediate clarity.

The ROI was almost instant, we have been able to reduce our shrinkage as forecasted in the business case, helping our organisation reduce cost and improve efficiency. QStory really did deliver on its promise!