Team leader self-service

Give your team leaders the tools needed to oversee, support and care, all in real-time. QStory provides easy access to real-time data and the ability to book coaching, training and meetings. All this can be done without bothering the planning department, but in the knowledge that it won’t compromise service levels.

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Real-time visibility

Team leaders gain up-to-the-second visibility of all agents’ KPIs, including attendance and adherence metrics. They can identify problematic adherence performance to determine areas of support, as well as high performing agents who deserve recognition.

Live communication

Team leaders can send nudges to help keep their team members on track, which is especially helpful when managing remote workers. They also have direct communication with their team through the smartphone app.

Gain time and efficiency

Team leaders can instantly book their team’s coaching, 1:1s, training and team huddles. They can see the most optimal time slots that will minimise the impact on contact centre performance. No more time wasted constantly juggling priorities and rebooking.

QStory has allowed me to manage my team much more efficiently, allowing me to fully utilise the availability on my team whether that is for back office tasks, 121’s and coaching or e-learning…My team also love the fact they get notifications outside of work so they know what to expect when they come in.