# Modular Workforce Management Platform QStory is a complete WFM platform that eliminates the trade-offs between operational efficiency, customer service, and employee experience. Our AI-driven solution transforms operations across the frontline, back office, in field and branches – unlocking smarter, more agile performance, without compromise. ### Forecasting Predict your resource needs across all channels, with an easy-to-use, fully-integrated forecasting module, connecting seamlessly with your scheduling and other WFM tools. [Learn More](https://qstory.ai/platform/wfm-forecasting/) ### Scheduling Create fully optimised schedules and shift patterns that successfully meet the competing needs of your operations, your teams, and your customers across every channel you support. [Learn More](https://qstory.ai/platform/wfm-scheduling/) ### Schedule Optimisation Turn unproductive idle time into valuable activities like training and one-to-ones, while proactively mitigating threats to keep your SLAs on track. [Learn More](https://qstory.ai/platform/optimisation/) ### Real-Time Management Manage your intraday by matching real supply to real demand, automating remediation actions and using real-time adherence nudges to keep your teams on track. [Learn More](https://qstory.ai/platform/real-time/) ### Employee Engagement Reduce costly attrition and improve E-NPS scores by giving your team the flexibility and autonomy they need to provide exceptional customer care. [Learn More](https://qstory.ai/platform/agent-engagement/) ### Back Office Gain complete control over your back office operations with real-time visibility, scheduling optimisation and intelligent work item management that prioritises tasks to reduce unnecessary frontline contact. [Learn More](https://qstory.ai/platform/back-office-workforce-management/) ### Want to Know More? #### Articles - [A Decade of Powering a Better Everyday](https://qstory.ai/blog/2026/05/29/a-decade-of-powering-a-better-everyday/) 29 May 2026 - 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](https://qstory.ai/blog/2026/05/06/agentic-ai-vs-humans/) 06 May 2026 - 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](https://qstory.ai/blog/2026/04/01/demo-qstory-back-office-platform/) 01 Apr 2026 - 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](https://qstory.ai/blog/2026/03/30/effective-intraday-management-proactive-reforecasting/) 30 Mar 2026 - 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](https://qstory.ai/blog/2025/11/17/back-office-assumptions/) 17 Nov 2025 - 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](https://qstory.ai/blog/2026/02/19/why-to-blend-front-back-office-operations/) 19 Feb 2026 - 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](https://qstory.ai/blog/2025/10/14/qstory-frost-sullivan-award-2025/) 14 Oct 2025 - 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](https://qstory.ai/blog/2025/07/29/empower-team-maintain-service-levels/) 29 Jul 2025 - 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](https://qstory.ai/blog/2025/06/25/redefining-customer-experience-in-an-ai-enabled-world/) 25 Jun 2025 - 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](https://qstory.ai/blog/2025/05/13/bringing-the-back-office-to-front-of-mind-achieving-visibility-and-flexibility/) 13 May 2025 - David Preece, Principal Solutions Consultant at QStory shares his thoughts on solving the back-office challenge. - [Smarter Schedules, Stronger Employee Engagement](https://qstory.ai/blog/2025/04/16/smarter-schedules-for-stronger-employee-engagement/) 16 Apr 2025 - 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](https://qstory.ai/blog/2025/02/26/new-research-agent-engagement-and-empowerment/) 26 Feb 2025 - Employees in contact centres who have control over their lives feel more valued, empowered and deliver better customer… - [eBay’s Vision of “Radical Autonomy” for Their Frontline Teammates](https://qstory.ai/blog/2024/10/21/ebays-vision-of-radical-autonomy-for-their-frontline-teammates/) 21 Oct 2024 - eBay Webinar: Radical autonomy for eBay’s front line teammates. Hear from eBay’s Director of CTO Solutions, James Stewart. - [Empowering Teammates: How eBay plans for experience to deliver customer success](https://qstory.ai/blog/2024/10/14/empowering-teammates-how-ebay-plans-for-experience-to-deliver-customer-success/) 14 Oct 2024 - In response to the changing world of work, eBay is taking bold steps to empower their teammates with radical autonomy and flexibility.