Banks, lenders and insurers have to document required training, give complaints, disputes and hardship conversations the time they need, and cover the back office and branch network as well as the phones. Enova International, NatWest, Nationwide Building Society and Direct Line Group use QStory. More on workforce management for financial services.
Demand moves with weather, disruption and school vacations, and much of the workforce is home-based. Jet2 gives home-based contact center staff control of their schedules with QStory, and increased coaching time by 87%.
Peak season concentrates a year of pressure into a few weeks, and flexibility is what keeps people through it. eBay reduced attrition by 25% using the QStory Agent App. Fabletics also runs on QStory.
Billing cycles, outages and storms reshape a day without warning, and back office case work builds up behind the phones. OVO and Anglian Water use QStory.
Support demand follows releases, incidents and installation schedules across multiple channels. Vivint uses QStory.
Outsourcers run many clients, contracts and service levels from one operation, so intraday decisions have to respect each client’s rules. Merchants and CGI use QStory.
QStory reforecasts the day as it happens and finds surplus and shortfall as they appear. See the platform.
Routine corrections happen automatically within rules your planners set: offline work moves into quiet periods and the queues are protected when demand spikes. See the solutions it is used for.
Swaps, breaks and other requests from the team are handled within the same rules, so planners are not approving each one by hand. Read the customer stories.
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