QStory’s Agent Engagement product gives contact center agents real-time control over their schedules, time-off requests, and absence reporting. It ensures every change supports service levels and compliance, while reducing administrative burden. The platform fosters autonomy, fairness, and transparency, improving agent satisfaction and operational efficiency.
Vendor
QStory
Company Website
Employee Engagement
QStory’s Agent Engagement software empowers contact center agents with radical flexibility and autonomy over their schedules, time-off requests, and absence reporting. It’s designed to enhance employee satisfaction while maintaining service levels and compliance. The platform integrates seamlessly with existing scheduling systems, ensuring every change is tracked and aligned with operational goals.
Features
- Self-Service Scheduling: Agents can view and request schedule changes instantly.
- Automated Approvals: Requests are approved in real time when they benefit service levels.
- Absence & Lateness Reporting: Quick and easy reporting via app or desktop.
- Real-Time Opportunity Calculation: Only beneficial schedule changes are offered.
- Full Integration: All updates are written back to existing schedules for compliance.
Capabilities
- Empowerment & Autonomy: Gives agents control over their work-life balance.
- Fairness & Transparency: Ensures decisions are consistent and unbiased.
- Live Communication: Keeps managers informed of agent status in real time.
- Compliance Assurance: Maintains contractual and operational integrity across all changes.
Benefits
- Improved Agent Satisfaction: Greater autonomy leads to better morale and lower attrition.
- Enhanced Customer Service: Empowered agents deliver more consistent and positive experiences.
- Operational Efficiency: Reduces administrative burden and manual approvals.
- Stronger Engagement Metrics: Proven improvements in eNPS and retention, as seen in case studies like NatWest