No! The Workforce Management (WFM) system makes staff available, but Intraday Automation ensures they are happy and productive. Leading contact centres integrate QStory with their WFM and other existing systems to make the best use of people’s time.
What value does it deliver?
Achieve a high ROI (2.6x client average)
Find thousands of hours for coaching and training within the schedule
Reduce staff workloads
Manage hybrid workforces
Automate tens of thousands of break moves
Why should this be a priority?
Our clients speak about the incredible difference between their before-QStory operations and what followed. Perhaps you are tackling the implications of a hybrid workforce post-Covid or recognising the cost of agent dissatisfaction and attrition that comes from inflexible schedules. Or maybe you are seeing a planning team that is maxed out with real-time management, or an ops function that is overburdened by schedule change admin. Any of these, and a simple desire for a contact centre that is happy and productive, could be your reason for finding out more.
How easy is it to implement?
Super easy. We require very little hands-on effort from your IT and telephony teams. As a cloud based vendor QStory’s customer success team is expert at getting all stakeholders up and running within hours of seeing the system.
Average shrinkage reduction
QStory finds pockets of opportunity in the schedule and fills them, so you don't need to build in as much overhead.
Across our customers we have seen an average ROI of 2.6x by Q3.
Average increase in adherence
Closer alignment of staffing to demand means improved service levels.