QStory Workforce Management
Bring resource and demand profiles together to create schedules, fully optimised to meet that demand effectively and efficiently.
Forecasting
Predict your resource needs across all channels, with an easy-to-use, fully-integrated forecasting module, connecting seamlessly with your scheduling and other tools.
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.
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.
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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…
eBay’s Vision of “Radical Autonomy” for Their Frontline Teammates 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 In response to the changing world of work, eBay is taking bold steps to empower their teammates with radical autonomy and flexibility.