QStory

QStory is a Workforce Management (WFM) platform that optimizes staffing and schedules for contact centers. It provides forecasting, scheduling, and real-time management to boost employee development and efficiency.

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At a glance

Pricing

Likely Not Free

Free tier

API

Skill level

Mixed

About

What is QStory?

QStory is a comprehensive Workforce Management (WFM) platform designed to enhance efficiency and employee engagement within contact centers. It offers advanced forecasting capabilities to predict resource needs across all channels, seamlessly integrating with scheduling tools. The platform enables the creation of optimized schedules and shift patterns that balance operational demands, team needs, and customer satisfaction. QStory also features schedule optimization to convert idle time into valuable activities like training, and real-time management for intraday adjustments and adherence nudges. Furthermore, it supports employee engagement by offering flexibility and autonomy over schedules, aiming to reduce attrition and improve E-NPS scores. The platform also provides back-office solutions for real-time visibility and intelligent work item management, ultimately leading to improved customer experiences and cost savings.

Best used for

Ideal for contact center managers and operations teams who need to optimize staffing levels, create efficient schedules, and improve employee satisfaction. Especially valuable for organizations looking to reduce operational costs, enhance customer experience, and empower their agents with flexible work arrangements.

Common actions

optimize workforce scheduling

manage contact center operations

improve employee engagement

forecast resource needs

automate schedule adjustments

Capabilities

Key features

Workforce forecasting
Optimized scheduling
Real-time management
Employee engagement tools
Back office solutions
Automated schedule adaptation

Target Audience

contact center managersworkforce plannershr professionalsoperations directors

Integrations

Not yet documented

Pricing & Plans

Likely Not Free

Not publicly disclosed. Check qstory.ai for current pricing.

FAQs

How does QStory help with employee engagement?

QStory enhances employee engagement by providing agents with flexibility and autonomy over their schedules. This approach aims to reduce costly attrition, improve E-NPS scores, and empower teams to deliver exceptional customer care by giving them more control over their work-life balance.

Can QStory optimize back-office operations?

Yes, QStory offers solutions for back-office operations, providing real-time visibility, scheduling optimization, and intelligent work item management. It prioritizes tasks to reduce unnecessary frontline contact and helps gain complete control over back-office activities, improving overall efficiency.

How does QStory handle real-time adjustments to schedules?

QStory's technology instantly and automatically adapts schedules using up-to-the-minute supply and demand information. It utilizes hidden capacity for offline activities and moves agents between queues when busy, ensuring service levels are maintained without overstaffing and automating remediation actions.

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