The Workforce Management Platform Built for Reality

WFM | Intraday | Employee Engagement | Back Office

Efficient Operations

40,000hr Capacity Increase in One Year.

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Empowered Agents

66% Reduction in Annual Attrition.

Read our Case Studies

Exceptional Service

70 Minute Faster Fraud Response Times

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How we can help:

  • Review your current WFM processes.
  • Assess operation to solution fit.
  • A tailored product demo.

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The Challenge:

WFM plans are often “perfect” when published but become outdated by the time a shift starts and then further disintegrate as operations fail to keep up with intraday events like sickness, lateness, and unexpected spikes in demand.

The Consequence:

Managers & team leaders chase adherence to a dated plan while real time teams become overwhelmed with high friction, low value tasks, working as middleware between that plan and reality. The business pays in overtime and burnout as it tries to find bodies and time to meet the increasing demand, while customer wait times & abandon rates skyrocket.

The Challenge:

WFM plans are often “perfect” when published but become outdated by the time a shift starts and then further disintegrate as operations fail to keep up with intraday events like sickness, lateness, and unexpected spikes in demand.

The Consequence:

Managers & team leaders chase adherence to a dated plan while real time teams become overwhelmed with high friction, low value tasks, working as middleware between that plan and reality. The business pays in overtime and burnout as it tries to find bodies and time to meet the increasing demand, while customer wait times & abandon rates skyrocket.

The Solution:

Traditional WFM manages against a “Zombie Plan” – a schedule that is dead the moment the day starts. QStory replaces this with Intraday Automation powered by a real-time intelligence core – using AI to intake, analyse, and propose or fully automate actions to proactively overcome threats to service and take advantage of opportunities for more efficient time utilization.

Speak to one of our Consultants about solving one of these challenges

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For planners:
  • Avoid spending time defending the plan post-chaos – with our reporting suite and NLP analysis you get a brutally honest picture of the day.
  • Stop overstaffing to ensure your schedules can absorb shrinkage and demand volatility – through real time intelligence & Intraday Automation operations become agile and flexible to the needs of customers & employees.
  • Become the “Yes” department – through intelligent guardrails you can empower agents with maximum self-service autonomy over their work-life balance.
Something else
  • Stop overstaffing to ensure your schedules can absorb shrinkage and demand volatility – through real time intelligence & Intraday Automation operations become agile and flexible to the needs of customers & employees.
  • Become the “Yes” department – through intelligent guardrails you can empower agents with maximum self-service autonomy over their work-life balance.
No icon on this one:
  • Avoid spending time defending the plan post-chaos – with our reporting suite and NLP analysis you get a brutally honest picture of the day.
  • Stop overstaffing to ensure your schedules can absorb shrinkage and demand volatility – through real time intelligence & Intraday Automation operations become agile and flexible to the needs of customers & employees.
  • Become the “Yes” department – through intelligent guardrails you can empower agents with maximum self-service autonomy over their work-life balance.

Read our Customer Case Studies

What they do:

The UK’s second-largest tour operator and third-largest airline, with over 1,000 agents) handling over 14.6 million customers.

The Challenge

Rapid pre-pandemic growth and a sudden shift to remote work left management with no visibility into agent activity and Team Leaders overwhelmed by administrative tasks.

The Solution

Jet2 established centralized “SMART” teams to handle admin and deployed QStory’s Intraday Automation and agent app to restore visibility and autonomy to the remote workforce.

The Outcomes

  • +270% ROI in Year One.
  • 87% Increase in Coaching Time
  • 14.5% Adherence Improvement

What they do:

One of the UK’s largest banks with over 6,000 agents across 50+ departments supporting 19 million customers.

The Challenge

The bank faced a 65% attrition rate and wasted capacity due to a lack of agent autonomy and the heavy manual burden of processing thousands of schedule requests.

The Solution

Rolling out the QStory app gave agents control over their work-life balance while the system automatically identified and reinvested idle time into training without manual intervention.

The Outcomes

  • 400,000 Hours Repurposed in One Year.
  • Attrition Reduced from ~65% to ~22%.
  • 6% Rise in Employee Engagement.

What they do:

One of the UK’s largest financial institutions with 2,500 multi-skilled agents managing cross-channel customer journeys.

The Challenge

Nationwide’s planning team was overwhelmed by manual tasks and requests, leaving them acting as administrators rather than analysts while struggling to provide multi-skilled agents with schedule flexibility

The Solution

By implementing QStory to automate supply and demand matching, Nationwide empowered team leaders to manage schedules and enabled agents to self-serve requests via a dedicated app

The Outcomes

  • 1,000 hours of available time moved to offline work each month.
  • 75% reduction in lateness.
  • 5% increase in schedule adherence.

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