Workforce Empowerment and Engagement

Smarter tools, stronger teams

Empowered teams are the foundation of exceptional customer service. Our solution is built to deliver this empowerment across every role by replacing outdated, rigid processes with intelligent automation and genuine autonomy. Agents gain the freedom to work flexibly, leaders get the insights to coach and support their teams, and planners are freed from admin to focus on strategy.

Release Your People’s Potential

Agents

QStory provides your agents with radical flexibility and control over their schedules, creating a work environment that motivates and retains top talent. With enhanced opportunities for training and coaching, we can help you to become the employer of choice.

Our self-service agent app allows agents to easily request time off, move shifts and match a break with a colleague. All requests are processed instantly, bypassing the need for manual approvals as QStory proactively checks what your service and coverage levels will allow. Additional features such as instant breaks after challenging calls, automated time banking, overtime requests, and lateness or sickness notifications, enable agents to focus on delivering excellent service.

Team Leaders

Team leaders are equipped with real-time visibility of team performance and productivity, plus the ability to schedule coaching and training at times that won’t compromise customer experience.

Our natural language reporting tool, the Why Detector, offers deep-dive performance analysis into workforce analytics of previous days, including schedule adherence, absenteeism, workload management, and forecasting issues. Real-time adherence monitoring and automated nudges help them to address issues quickly, improving attendance and overall team performance.

With actionable insights at their fingertips, team leaders can make confident, data-driven decisions that boost productivity and engagement.

Planning & Real-Time Teams

QStory automates routine tasks, such as holiday requests and shift swaps, freeing planners and real-time teams to concentrate on high-value activities such as forecasting, optimisation and performance analysis, instead of tedious admin work.

Administrative burden is further reduced as late arrivals and absences are automatically recorded, estimated arrival times captured, and coverage plans instantly adjusted.

With the Why Detector, everyone from planning to operations works from a single, accurate source of data, eliminating the need for manual daily, weekly, or monthly reporting. The result? Faster decisions, improved operational efficiency, and consistently high service levels.

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