QStory Ltd

10/07/2024

🤖 In today's -driven and automated world, contact centre agents face increasingly complex demands.

🤷‍♂️ So how can you enable them to perform at their best and consistently deliver exceptional service to customers, all while optimising the bottom line?

🎬 Hear from Simon Separghan, former Managing Director of Customer Experience at NatWest, as he provides advice on how to balance the cost to serve with .

👉 Find out more at https://hubs.ly/Q02F-KRt0

08/07/2024

⚽ Just as every team in the needs a winning strategy, your customer service team deserves a game plan that ensures peak performance! ⚽

Discover how QStory Ltd helps NatWest to identify and reinvest 400,000 hours each year into offline activities such as training and 1-2-1s, all while protecting customer service levels.

https://hubs.ly/Q02FyWdS0

03/07/2024

From driving personalised service to assisting with risk and compliance, technology has the potential to transform the industry. 🚀

In our latest thought leadership piece, Simon Separghan, former MD of Customer Experience at NatWest, discusses the incredible opportunities that disruptive technologies bring to the industry. 🎬

To find out more about how QStory Ltd supports clients such as NatWest and Nationwide in transforming their operations, head to 👉 https://hubs.ly/Q02Fdf_Z0

01/07/2024

Give the power to your people 💪

QStory customers report that their agents feel more and when given flexibility and control over their workdays.

With the QStory Ltd agent app, your staff can effortlessly manage overtime, request time off, make shift swaps, and report lateness — no approval delays, no admin headaches for planning teams, and no impact on !

Discover the difference today at https://hubs.ly/Q02DS75Q0

27/06/2024

Work hard 💪
Be kind 😊
Have fun 💃

Words we live by at QStory Ltd.

Here are some highlights from our recent QBR in Blackpool, where the team spent time discussing future strategy & direction, celebrating colleague successes, and of course participating in some team bonding activities!

25/06/2024

How do you ensure your agents receive proper training and maintain a healthy , enabling them to perform at their best daily and consistently serve your customers well?

In the first of our new thought leadership video series, Simon Separghan, former MD of Customer Experience at NatWest, provides advice on transforming the .

Discover how QStory works with clients such as NatWest, Jet2.com & Jet2holidays and Nationwide to create a better everyday for their agents at

Find out how you can make sure that your agents have the right work-life balance to give their best every day and do the right thing for your customers.

20/06/2024

💡 Get free insights into how digital technologies, , and data are transforming customer service! 💡

Missed the CCA Leader’s Summit last week but want to know the key takeaways from discussions during the day by QStory Ltd and other industry experts?

Take a look at the event write-up, or get in touch with QStory Ltd today to hear more about in the customer service industry.

https://hubs.ly/Q02CBXWr0

18/06/2024

🌱 QStory has earned the Gold Medal from EcoVadis for the second year in a row! A recognition awarded to the top 5% of companies assessed by the world’s largest & most trusted provider of business ratings. 🌱

We’re proud that EcoVadis recognises the improvements we’re making within our business, reflecting our dedication to continuous improvement in our efforts and commitment to setting the standard for .

To find out more, head to

QStory has received the Gold Medal for Sustainability from EcoVadis for 2024, placing in the top 5% of companies worldwide for its ESG efforts.

11/06/2024

QStory will be joining customer service and leaders at the CCA Leaders’ Summit tomorrow to discuss the evolving role of technology in enhancing customer experiences. 🚀

Are you going to be there? If so, don't miss our breakout discussion on ! 🗣️

Discover how QStory’s platform simultaneously boosts productivity 📈, delivers outstanding CX 🌟, and enhances 😊 at https://hubs.ly/Q02BlDq00

10/06/2024

🤝 Last week, QStory Ltd hosted its inaugural partner strategy program in Las Vegas!

💬 We were thrilled to engage with some of our most valued partners in insightful discussions about how QStory can continue to support the industry.

🌟 We’d like to give a huge thanks to all of our partners for their invaluable time and input. Your feedback and ideas are pivotal in shaping the future of QStory and how we drive a better everyday for customer service professionals.

👉 If you’d like to find out more about QStory, head to https://hubs.ly/Q02B70Yv0

30/05/2024

🎲 QStory is rolling into CCW Las Vegas 2024 next week! 🎲

We’re thrilled to be sponsoring the world’s largest event and look forward to engaging with industry leaders on some of the latest challenges and trends facing today.

Don’t leave it to chance—if you'll be there too, let’s plan to meet up. Reach out to hear more about QStory Ltd and we'll find a time to connect.

See you in Vegas! 👋

Customer Contact Week

28/05/2024

How have our customers described working with us?

🤸‍♀️ Flexible
🚀 Agile
😊 Easy

At QStory Ltd, we go the extra mile to understand our customers' unique needs. From onboarding to integrating legacy and cloud-based solutions, we bring a collaborative and innovative approach to every project.

📽 Hear from Simon Separghan, former Managing Director of Customer Experience at NatWest, as he shares how the NatWest and QStory teams have worked together to improve both the and .

In the final release of our new series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at N...

23/05/2024

💥 "The real wow factor for the colleague app is about putting all of that data, all of that insight, all of that analytics in the palm of colleagues’ hands so they can be much more informed (&) empowered…"

📽 In the latest video from our new series, Simon Separghan, former Managing Director of Customer Experience NatWest, discusses how QStory Ltd's -powered agent app is and removing lengthy admin processes.

👉 Find out more at

In the second release of our new series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at ...

14/05/2024

💡 During let's shine a spotlight on the wellbeing of customer service professionals.

🌍 At QStory we're committed to creating happier, more engaging, and productive working environments where employees can thrive.

📽 Hear from Simon Separghan, former Managing Director of Customer Experience NatWest Group, as he shares how empowering colleagues with greater autonomy has increased levels and significantly reduced attrition rates.

Find out more at: https://hubs.ly/Q02x43Xy0

09/05/2024

🏎 Shift into gear with QStory’s optimization engine and experience the thrill of peak performance in your !

⏰ Just like the , every second counts in the race for customer satisfaction. Discover how you much time you could save and turbocharge your operations with QStory Ltd today.

https://hubs.ly/Q02wFkMb0

29/01/2024

For businesses that want to go further than simply meeting service level targets - what can be done to overachieve and give customers the very best experience? Call Center Helper have some great tips here:

We asked our panel of experts for their best advice on how to use technology to surpass service level targets.

25/01/2024

Using pockets of hidden capacity for training and one-to-ones makes your people better skilled and more fulfilled - at no extra cost.

https://hubs.ly/Q02g_X6W0

23/01/2024

Contact centre planning is a balancing act – managing customer demand and agent supply, reacting to events, maintaining service levels, all while keeping cost to serve and shrinkage in check.

QStory is always on, continually re-forecasting so that you can schedule offline work, like one to ones and training, during quiet periods.

https://hubs.ly/Q02gVjxk0

18/01/2024

Using thousands of algorithms and millions of calculations a minute, QStory’s platform makes decisions faster than any human ever could – continually re-forecasting and adapting schedules before rolling out the changes. All so that you can make the best use of your agents’ time.

To find out more how QStory improves contact centre performance while also improving agent engagement, take a look...

https://hubs.ly/Q02gVjZm0

15/01/2024

Real time teams try their best to adapt to daily changes in demand and agent availability, but without the right tools they can only scratch the surface.

QStory supports planning teams by doing the hard part of continually re-forecasting based on the latest information, recommending changes to optimise the schedule and automatically rolling out the changes.

https://hubs.ly/Q02gplYn0

08/01/2024

Even in the leanest run organisations there’ll be pockets of idle time dotted throughout the day. This article in Call Centre Helper talks about how to make use of that hidden capacity:

In this episode of QStory’s Dear Dave, Solution Consultant Dave Preece explains how you can re-invest hundreds of hours’ worth of idle time into training for your agents. I’m here to answer your questions about intraday automation and how it [&hellip.

03/01/2024

Our aim at QStory is to create a better everyday. That means:

✅ Happier agents
✅ Flexible schedules
✅ More productive environment

The result? A great customer experience and a higher E-NPS.

Intraday Automation from QStory makes the best use of an agent’s time. It combines live contact volumes with real-time staffing requirements to hit service levels, minimise idle time and automate schedule changes.

https://hubs.ly/Q02f3Lln0

21/12/2023

What if your WFM could be better? 👀

With Intraday Automation alongside your existing tech, you’re able to optimise agent schedules based on demand.

Agents get more control over their work, and customers get a better experience.

See how 👇
https://hubs.ly/Q02dyN4z0

18/12/2023

It's that time of year when all the predictions for the next 12 months are published. Call Centre and Contact Center Community's is a good read here https://hubs.ly/Q02dfzn70

What's clear is the roles of front line agents and AI are evolving, and contact centres are going to need to get both right.

With 2024 just around the corner, we asked our panel of experts to cast their predictions. Here’s what they said.

13/12/2023

QStory allows you to give agents massive amounts of flexibility without creating additional work for planning teams.

https://hubs.ly/Q02cRMn-0

11/12/2023

Manual tasks may seem like a fact of life for contact centre planners and real-time analysts. But it doesn't need to dominate your day.

This article from Call Centre Helper shows how it really is possible to automate a lot of the day to day admin.
https://hubs.ly/Q02cC8cf0

In this Dear Dave episode, the focus will be on how to reduce all the manual tasks that your planning team has to complete on a daily basis. Every time one of your contact centre workforce calls in sick, every [&hellip.

08/12/2023

Contact centres use QStory to empower agents while still protecting service levels and customer experience. See how we do it here...

https://hubs.ly/Q02ctdw-0

04/12/2023

By enabling flexible working and regular training, QStory gave Domestic & General's agents room to grow 🌱

15/11/2023

What if you could react to events as they happen – meeting service levels without having to overstaff, putting hidden capacity to good use, and automating every schedule update?

Well with QStory, you can.

https://hubs.ly/Q028Z7YP0

14/11/2023

Agents play a huge part in the customer experience, and unhappy employees can damage a company's reputation.

Get some tips on how to ensure agents are motivated and equipped to handle customer queries on Call Center Helper here https://hubs.ly/Q028P0y_0

Contact centre agents are often a customer’s first point of interaction with a brand. So, overworked and unhappy staff have the potential to inflict lasting damage on a company’s reputation – and potentially cost them dearly. Research shows that 38% [&hellip.