{"id":16422,"date":"2024-02-27T10:13:04","date_gmt":"2024-02-27T10:13:04","guid":{"rendered":"https:\/\/qstory.ai\/us\/?page_id=16422"},"modified":"2026-03-24T14:41:34","modified_gmt":"2026-03-24T14:41:34","slug":"nationwide","status":"publish","type":"page","link":"https:\/\/qstory.ai\/us\/customers\/nationwide\/","title":{"rendered":"Nationwide"},"content":{"rendered":"\r\n<div id=\"qstory-block_a07c06505c0862a74c67b5f687c0893e\" class=\"qstory-block-case-study-top-banner\" >\r\n\t<div class=\"case-study-top-banner\" style=\"--text-color:#23596f; --accent-color:#c0ced4;\">\r\n\t\t<div class=\"case-study-top-banner__inner\">\r\n\t\t\t<div class=\"case-study-top-banner__logo\"><img loading=\"lazy\" decoding=\"async\" width=\"305\" height=\"123\" src=\"https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2023\/09\/case-study-nationwide-logo.webp\" class=\"attachment-medium size-medium\" alt=\"\" \/><\/div><div class='case-study-top-banner__content-top heading-default'><p>QStory helps the planning and operations teams manage over 3,500, multi-skilled, agents at Nationwide Building Society \u2013 giving front line staff greater flexibility and empowerment while simultaneously improving contact center performance.<\/p>\n<\/div><div class='case-study-top-banner__btn'><a href='#demo_form' class='btn' >Request demo<\/a><\/div>\t\t\t\t<div class=\"case-study-top-banner__img\">\r\n\t\t\t\t\t<img src='https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2023\/09\/case-study-nationwide-top-banner.webp' alt='' loading='lazy' class='animateme' data-when='enter' data-from='1' data-to='0' data-translatey='40' data-easing='linear' style='--original-width:767;--original-height:874;'\/>\t\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\r\n\t\t<span class=\"qstory-icon case-study-top-banner__decorator\" data-icon=\"plusses\"><\/span>\r\n\t<\/div>\r\n<\/div>\n\n\r\n<div id=\"qstory-block_a9d3c1ee5d40227e971c50d06b64a14a\" class=\"qstory-block-case-study-content-quote\" >\r\n\t<div class=\"case-study-content-quote case-study-content-quote--alt\" style=\"--accent-color:#93a8ba;\">\r\n\t\t<div class=\"case-study-content-quote__inner \">\r\n\t\t\t<div class=\"case-study-content-quote__main heading-default\">\r\n\t\t\t\t<h2>The Problem<\/h2>\n<p>Nationwide Building Society\u2019s planning team was inundated with requests and manual processes, they had become administrators rather than analysts. They wanted to give agents more flexibility and control over their shifts and breaks, but couldn\u2019t do so without causing mountains of admin.<\/p>\n<p>They wanted to ensure that their multi-skilled agents were deployed in the best way, to ensure customer queries were handled effectively.<\/p>\n\t\t\t<\/div>\r\n\r\n\t\t\t<div class=\"case-study-content-quote__quote\">\r\n\t\t\t\t<span class=\"case-study-content-quote__icon qstory-icon \" data-icon=\"quote\" data-when=\"enter\" data-from=\"0.35\" data-to=\"0\" data-translatey=\"500\" data-opacity=\"0\" data-easing=\"linear\"><\/span>\r\n\t\t\t\t<div class=\"case-study-content-quote__text \" data-when=\"enter\" data-from=\"0.45\" data-to=\"0\" data-translatey=\"500\" data-opacity=\"0\" data-easing=\"linear\"><p>Agents can now arrange to meet their friends for a coffee. That might seem like a small thing, but it\u2019s had a massive impact on happiness and wellbeing.\u201d<\/p>\n<\/div>\r\n\t\t\t\t<div class='case-study-content-quote__name ' data-when='enter' data-from='0.70' data-to='0' data-translatey='500' data-opacity='0' data-easing='linear'>Planning Manager<\/div><div class='case-study-content-quote__role ' data-when='enter' data-from='0.80' data-to='0' data-translatey='500' data-opacity='0' data-easing='linear'>Nationwide Building Society<\/div>\r\n<span class=\"qstory-icon case-study-content-quote__decorator case-study-content-quote__decorator--mobile\" data-icon=\"triangle\"><\/span>\r\n\t\t\t<\/div>\r\n\t\t\t\t\t<\/div>\r\n\r\n\t\t<span class=\"qstory-icon case-study-content-quote__decorator case-study-content-quote__decorator--desktop\" data-icon=\"triangle\"><\/span>\r\n\t<\/div>\r\n<\/div>\n\n\r\n<div id=\"qstory-block_5523bd09c38ad3f3b752c6b633dc5e8e\" class=\"qstory-block-case-study-image-content\" >\r\n\t<div class=\"case-study-image-content case-study-image-content--alt\" style=\"--background-color:#f3f5f7;\">\r\n\t\t<div class=\"case-study-image-content__inner\">\r\n\t\t\t<div class=\"case-study-image-content__main \">\r\n\t\t\t\t<div class=\"case-study-image-content__content\"><h2>QStory\u2019s Impact<\/h2>\n<p>Nationwide have been able to predict and match supply and demand with ease, resulting in the more efficient use of available time.<\/p>\n<p>Team leaders are empowered to manage their own schedules, and agents can self-serve requests for sickness, lateness, shift moves and holiday.<\/p>\n<p>The real-time planning team has seen a huge reduction in manual tasks, freeing them up to focus on analysis and optimization.<\/p>\n<\/div>\r\n\t\t\t<\/div>\r\n\r\n\t\t\t<div class=\"case-study-image-content__img-wrapper scrollme\">\r\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/qstory.ai\/us\/wp-content\/uploads\/sites\/2\/2023\/09\/case-study-nationwide-impact.webp\" alt=\"\" loading=\"lazy\" class=\"main animateme\" data-when=\"enter\" data-from=\"1\" data-to=\"0\" data-translatey=\"40\" data-easing=\"easeinout\">\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div>\n\n\r\n<div id=\"qstory-block_8bb287647a42fb3819552a8d1e564eea\" class=\"qstory-block-case-study-counters\" >\r\n\t<div class=\"case-study-counters\" style=\"--background-color:#23596f; --text-color:#c0ced4;\">\r\n\t\t<div class=\"case-study-counters__inner\">\r\n\t\t\t<h2 class='case-study-counters__title'>The Results<\/h2>\r\n\t\t\t<div class=\"case-study-counters__main\">\r\n\t\t\t\t\t\t\t\t\t<div class=\"case-study-counter-item\">\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__number\">\r\n\t\t\t\t\t\t\t<span data-countup-number='1000'>1000<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__type\">hours<\/div>\r\n\r\n\t\t\t\t\t\t<div class='case-study-counter-item__content'><p>of available time moved to offline work, by the team leaders, each month<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<div class=\"case-study-counter-item\">\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__number\">\r\n\t\t\t\t\t\t\t<span data-countup-number='43'>43<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__type\">actions<\/div>\r\n\r\n\t\t\t\t\t\t<div class='case-study-counter-item__content'><p>self-served by agents each month<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<div class=\"case-study-counter-item\">\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__number\">\r\n\t\t\t\t\t\t\t<span data-countup-number='30'>30<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__type\">hours<\/div>\r\n\r\n\t\t\t\t\t\t<div class='case-study-counter-item__content'><p>of manual effort saved per month through automated reporting<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<div class=\"case-study-counter-item\">\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__number\">\r\n\t\t\t\t\t\t\t<span data-countup-number='50'>50<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__type\">hours<\/div>\r\n\r\n\t\t\t\t\t\t<div class='case-study-counter-item__content'><p>of offline work rescheduled per month to keep agents on customer contact to protect service levels<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<div class=\"case-study-counter-item\">\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__number\">\r\n\t\t\t\t\t\t\t<span data-countup-number='75'>75<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__type\">%<\/div>\r\n\r\n\t\t\t\t\t\t<div class='case-study-counter-item__content'><p>reduction<br \/>\nin lateness<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t\t\t<div class=\"case-study-counter-item\">\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__number\">\r\n\t\t\t\t\t\t\t<span data-countup-number='5'>5<\/span>\t\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t<div class=\"case-study-counter-item__type\">%<\/div>\r\n\r\n\t\t\t\t\t\t<div class='case-study-counter-item__content'><p>increase in<br \/>\nadherence<\/p>\n<\/div>\t\t\t\t\t<\/div>\r\n\t\t\t\t\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n\r\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":22,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-16422","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/16422","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/comments?post=16422"}],"version-history":[{"count":3,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/16422\/revisions"}],"predecessor-version":[{"id":17796,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/16422\/revisions\/17796"}],"up":[{"embeddable":true,"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/pages\/22"}],"wp:attachment":[{"href":"https:\/\/qstory.ai\/us\/wp-json\/wp\/v2\/media?parent=16422"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}