QStory’s Back-Office Workforce Management software brings forecasting, scheduling, and real-time optimization to non-customer-facing teams. It boosts productivity, empowers employees, and helps leadership focus on performance metrics. The system unlocks hidden capacity, reduces overtime, and bridges front-line and back-office operations without compromising service levels.

QStory’s WFM Scheduling product creates optimized schedules and shift patterns based on forecasted demand across all customer channels. It adapts in real time to operational changes, helping contact centers maintain service levels, reduce customer experience risks, and make space for essential offline activities like coaching and training.

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.

QStory’s Real-Time Automation product dynamically aligns staffing with live customer demand. It empowers contact center teams to make instant, data-driven decisions, automates schedule updates, and reduces administrative overhead, enabling more time for coaching and strategic actions. The system enhances operational agility and employee engagement.

QStory’s Optimisation product uses AI-driven algorithms to continuously reforecast and refine contact center schedules. It enables proactive planning by identifying quiet periods for offline tasks and reallocating agents during peak demand. This reduces shrinkage and admin effort while improving schedule fit, agent experience, and customer service reliability.