Effortless Operations, Empowered Agents, Exceptional Service.
We’ve reimagined WFM. No more trade-offs, no more firefighting. Just agile, intelligent and efficient customer service operations, powered by QStory.
Proud to Work With
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.
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.
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 WFM 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.
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.
Unlock Value in Your Contact Centre
What if you didn’t have to choose between operational performance, customer satisfaction, and employee experience? QStory was built to end this compromise with a new foundation for running your entire operation.
Turn Available Time into Productive Time
Using up-to-the-minute supply and demand information, QStory’s technology instantly and automatically adapts your schedule – using hidden capacity for offline activities and moving agents between queues when it’s busy.
Flexibility Without Compromise
Give your team genuine autonomy over their schedules with radical, service-level safe flexibility, empowering them to bring more energy and empathy to every customer interaction.
Boost Your Bottom Line
Lower your overall cost to serve by identifying and repurposing idle capacity for offline activities to better manage planned shrinkage and reduce costly overstaffing.
From Idle Time to Ideal Team
Turn underused capacity into consistent coaching, development and training opportunities that empower your team to elevate every customer interaction.
0 %
Jet2 increased the amount of coaching time per agent by 87%
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NatWest repurposed 400,000 hours in a year
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QStory’s Agent App contributed to a 25% reduction in attrition at eBay
What Our Clients Say About Us
Working with QStory has enabled greater flexibility for our contact centre teams, giving Team Leaders and Agents autonomy across their day.
Rating: 5
Lisa Strudwick
Workforce Performance & Productivity Manager,
Nationwide Building Society
The time saved since QStory was introduced is phenomenal, and the support is second to none.
Rating: 5
Lauren Box
Senior Service Performance Manager
Jet2
Awards & Recognition
We’re proud to be recognised by leading industry organisations and research firms for our innovation in Workforce Management, our strong customer partnerships, and the solutions we’ve built together.
The Forum Partnership Award Winner 2026
QStory and Nationwide Building Society won The Forum Partnership Awards for 2026. The award celebrates our ongoing partnership and collaboration in delivering colleague flexibility, particularly in areas that it has traditionally not been available.
Frost & Sullivan’s 2025 Europe Enabling Technology Leadership Recognition
QStory has earned Frost & Sullivan’s 2025 Europe Enabling Technology Leadership Recognition for our strong performance in the workforce management (WFM industry).
The Forum Partnership Award Winner 2025
QStory and eBay won The Forum Partnership Awards for 2025 for our ongoing collaboration in delivering radical autonomy and flexibility to Teammates at eBay.
Highly Commended in European Contact Centre & Customer Service Awards 2025
QStory and eBay were Highly Commended in the category for Most Effective Improvement Initiative at the 2025 European Contact Centre & Customer Service Awards.
Want to Know More?
Articles
29 May 2026
A Decade of Powering a Better Everyday
06 May 2026
Agentic AI vs Humans – The Cost to Our Industry
01 Apr 2026
Watch QStory’s Back Office Platform in Action
30 Mar 2026
Intraday Management: Why Manual Monitoring is Just Expensive Spectating
17 Nov 2025
It’s Time the Back Office Stopped Running on Assumptions
19 Feb 2026
The Case for Blending Front & Back Office Operations
14 Oct 2025
QStory Wins Frost & Sullivan Europe Enabling Technology Leadership Award
29 Jul 2025
Empowering Your Team, Without Compromising Your Service Levels
25 Jun 2025
Beyond the Crossroads: Redefining Customer Experience in an AI-Enabled World
13 May 2025
Bringing the Back-Office to Front of Mind: Achieving Visibility and Flexibility with QStory