QStory provides your agents with radical flexibility and control over their work schedules, creating a work environment that motivates and retains top talent. And with enhanced opportunities for training and coaching, we can help you to become the employer of choice.
Our self-service agent app allows agents to easily request time off, move shifts and match a break with a colleague with all requests processed instantly, bypassing the need for manual approvals as QStory automatically checks your service and coverage levels. And with other features like instant breaks after challenging calls, automated time banking, overtime requests, and lateness or sickness notifications, agents can focus on delivering excellent service, knowing they have the flexibility they need.
Team leaders are not only equipped with real-time visibility into team performance and productivity but are also able to determine when they can schedule their coaching and training programmes for their team members during times when the customer experience is not going to impacted.
Our advanced tools, such as the Why Detector, an AI-driven automated reporting suite, offer deep dives into workforce analytics, including schedule adherence, absenteeism, workload management, and forecasting issues.
Additionally real-time adherence monitoring, along with automated ‘nudges,’ helps leaders address adherence hotspots quickly, driving better attendance and overall team performance.
With QStory’s actionable insights, team leaders have the information they need to make data-driven decisions that improve productivity.
Through automating routine tasks, such as holiday requests and shift swaps, QStory’s AI platform frees up valuable time for planning teams, allowing them to focus on more strategic activities like analysis, forecasting, and optimisation, instead of tedious admin work.
Late arrival and sick notifications are all automatically logged, and a late agent’s estimated time of arrival is also automatically recorded. The coverage plan is automatically adjusted. This hugely reduces the morning workload monitoring and manually logging incoming emails or phone calls from staff.
Our advanced tools, such as the Why Detector, an AI-driven automated reporting suite, offer deep dives into workforce analytics, including schedule adherence, absenteeism, workload management, and forecasting issues so the teams in planning, operations and management are all working on one set of information, reducing daily, weekly and monthly manual report creation.
With fewer manual tasks to manage, planning and real-time teams can make data-driven decisions that enhance operational efficiency and service delivery.
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