Skills training

Every contact centre has the best intentions to create time for mandatory training, compliance training, product updates, soft-skills development and regularly coaching. But when service levels are squeezed, these off-phone activities are usually the first to get reassigned.

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Skills training

Every contact centre has the best intentions to create time for mandatory training, compliance training, product updates, soft-skills development and regularly coaching. But when service levels are squeezed, these off-phone activities are usually the first to get reassigned.

Tell me more

Build for the future

Sometimes, even with the best intentions, training plans are not met. Your staff may feel the promise of improved coaching and development is not being kept. Performance issues can go unchallenged and both the customer and agent experience can suffer. QStory is built to tackle this problem and to enable you to invest in the future of your team.

Find new time

Balancing high customer service levels with skills and compliance training is tough. Your Workforce Management (WFM) system creates solid plans to meet customer demand, but the daily flux is significant. Intraday Automation breaks every agent’s schedule down, manages demand needs and finds new time gaps to assign to training.

Proactively manage resource

By predicting what is around the corner, and dividing and assigning time to the most useful task throughout the day, QStory’s proactive real-time management ensures training programmes are completed, management’s promises are kept, and the customer continues receiving great service.

QStory has removed the rigmarole of keying in absence information into our WFM System. The real time analysts are now freed up to tackle real time issues rather than being over consumed with admin tasks.