QStory enables businesses to unlock value from inefficiencies in resource planning for customer service. Traditional models manage staffing levels based on pre-planned shift rotations, which are always a compromise to fit forecast demand while managing the employee experience. QStory’s AI-powered solution looks across both your planned and actual available resources and demand, and identifies areas of inefficiency. QStory provides recommendations to allow you to use this time to both improve efficiency and to empower teammates. Empowered staff in contact centres can now flex their own working patterns, move shifts, take breaks, chose their own training, and are completely empowered within guardrails that ensure the delivery of outstanding service. At NatWest, 400,000 hours of time each year is identified and re-invested in coaching, one-to-ones, and training. QStory’s solution drives performance for clients including NatWest, Nationwide, Vivint, and Jet2, whilst breaking down silo’s between teams, empowering staff, and securing service levels.
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