Employee Engagement Software for Contact Centres
Empower your people, protect your service
QStory gives your teams the flexibility they want, with the control you need. Our intelligent self-service solution puts agents in charge of their own schedules – empowering them to swap, slide, split shifts or breaks, and manage holiday and time-off requests – all within intelligent guardrails that you define.
Schedule changes are automatically approved and service-level safe, as the AI platform proactively checks what your coverage will allow, so there’s no risk to SLAs, no admin bottlenecks, and no delay. Regardless of your scheduling solution, all changes are written back to your schedules to ensure compliance and reporting accuracy.
Agents who feel valued, empowered, and have greater autonomy are more present, more motivated, and more likely to stay. That’s not a secret.
With QStory’s agent app and platform, your team can request changes, report absence or lateness, and get instant answers, without needing to chase down a manager or fill out a form. Leaders stay in the loop in real-time. Agents feel heard, trusted, and supported. And your customers get better service from a happier, more empowered team.
For a more comprehensive run-through of our app and platform, feel free to get in touch with our team with your questions, or request a demo.
The work-life balance it affords me is AMAZING
eBay teammate
2024
0 %
reduction in attrition at eBay
0 %
increase in engagement levels at NatWest
0 actions
self-served by agents each month at Nationwide
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Articles
- A Decade of Powering a Better Everyday – On Wednesday, 13th May 2026, we gathered in London to mark a major milestone: 10 year anniversary of QStory.
- Agentic AI vs Humans – The Cost to Our Industry – Fiona Coleman, QStory Co-Founder & CEO, explores the rising financial costs of Agentic AI and the strategic necessity of balancing autonomous technology with a valued human workforce.
- Watch QStory’s Back Office Platform in Action – Watch the full showcase of QStory’s Back Office platform, demonstrating our Work Item Manager, a ‘back office ACD’.
- Intraday Management: Why Manual Monitoring is Just Expensive Spectating – Barry Jones, Product Director at QStory, shares his thoughts on the critical shift from reactive intraday management, to proactive intraday control.
- It’s Time the Back Office Stopped Running on Assumptions – David Preece, Pre-Sales Consultant at QStory, and 28-year veteran of the contact centre planning industry, shares his thoughts.
- The Case for Blending Front & Back Office Operations – Because, after all, customers don’t operate in siloes, and crises don’t unfold in tidy, departmental ‘buckets’.
- QStory Wins Frost & Sullivan Europe Enabling Technology Leadership Award – QStory has earned Frost & Sullivan’s 2025 Europe Enabling Technology Leadership Recognition for our strong performance in the workforce management (WFM) industry.
- Empowering Your Team, Without Compromising Your Service Levels – At this year’s SWPP Annual Conference, a consistent theme emerged: the urgent need to evolve from legacy scheduling practices and to empower agents to achieve their best work.
- Beyond the Crossroads: Redefining Customer Experience in an AI-Enabled World – Barry Jones, Product Director at QStory, shares his thoughts on what a truly agile, AI-enabled service operation looks like.
- Bringing the Back-Office to Front of Mind: Achieving Visibility and Flexibility with QStory – David Preece, Principal Solutions Consultant at QStory shares his thoughts on solving the back-office challenge.
- Smarter Schedules, Stronger Employee Engagement – Flexible working arrangements are essential for modern contact centers, but how flexible are your schedules for fully flexible agents?
- New Research: Agent Engagement and Empowerment – Employees in contact centres who have control over their lives feel more valued, empowered and deliver better customer service.