Transforming Customer Experiences

Building service excellence from within

In a world of ever-increasing customer expectations, delivering a standout experience is the ultimate differentiator. At QStory, we know that the best customer service begins with empowered employees. Our AI-powered platform gives teams the flexibility they need to excel and finds the time they need for development, while safeguarding service levels through intelligent, real-time threat mitigation.

Transforming Customer Experiences by Transforming Employee Experiences

Employee Loyalty Fosters Customer Loyalty

Exceptional customer care begins with exceptional employee care. When employees are trusted and given the flexibility to balance work with life’s demands, they bring greater energy, empathy, and commitment to every customer interaction.

QStory helps create this environment by removing unnecessary barriers to schedule flexibility and enabling genuine autonomy. This empowers your agents to deliver outstanding service and builds the kind of workforce loyalty that naturally inspires loyalty in your customers.

Supercharge Team’s Skills

Investing in your people’s growth is a direct investment in your customer experience. A highly-skilled, confident agent is better equipped to handle complex queries and deliver superior service.

Finding the time for development whilst managing service levels can be a significant challenge. QStory’s intelligent platform can identify pockets of idle time in schedules and automatically repurpose them for activities like training, coaching, or 1-to-1s. This ensures career development isn’t just a goal but a consistent practice.

By automating this process and reducing administrative workloads, we also give team leaders significantly more time to dedicate to what matters most: mentoring their people and nurturing the skills that elevate every customer interaction.

Enable Flexibility Without Risk

You shouldn’t have to choose between giving agents the flexibility they desire and delivering the service your customers expect. With QStory, your agents have the autonomy to change their schedules, from splitting shifts to booking annual leave, without ever risking your SLAs.

Every schedule change offered to agents is instantly approved as our platform proactively checks what your coverage will allow. By setting intelligent guardrails, you can ensure that any shift change is net neutral or better for service. By allowing shift moves with this clause, eBay has seen a 40,000 contact capacity increase in just one year.