Led by noted industry analyst and consultant Steve Weston (side photo), SKW provides consultancy to contact centers around the globe, focusing on customer interaction and workforce optimization. Through a suite of professional services around the optimization of a contact center’s workforce, implementation of cloud platform software, IVR systems and other tools, they support organizations’ contact centers to deploy the most appropriate tools.
“The team at SKW through their consultative approach to contact center optimization and process improvement are a perfect match for QStory’s model of client engagement” says Paddy Coleman, CEO of QStory, “SKW will be a valued partner to QStory internationally, surfacing the tangible value QStory can bring to a client”
Steve Weston, Founder and Managing Partner at SKW identified QStory’s AI enabled solutions as a technological step-up in workforce optimization and customer experience which reduces clients’ cost base, provides the management tools empower agents and creates agile management processes.
“QStory is the enabler to deliver business process and cultural transformation within a contact center,” added Weston. “The QStory solution will rapidly become the essential management tool for contact centers going forward and we are at the forefront of transforming our client’s environments with the aid of QStory.”
QStory solutions; ARTI (Automation Real-Time Intelligence), WEM (Workforce Engagement Management) and WhyDetector (automated reporting suite), predict when there will be a dearth work for Contact Center staff and automates valuable remedies, identifies service level risks and recommends ways to mitigate or prevent these. Agents are engaged via the QStory app with self-service access to their schedule, training programs, holiday bookings, access to break-shifts, time banking and other factors.