AI in the Palm of Your Hand Related Articles Workforce Management and Customer Experience Go Hand in Hand Shift Planning FAQs Answered by an Expert Isn't It Time Agents Picked Their Own Holidays? The Role of AI Science in a World of Democratized AI © Day Of Victory Studio - Shutterstock - 2393202263 Filed under - Guest Blogs, Artificial Intelligence, Empowering Agents, QStory In the second release of a new series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how QStory’s agent app informs and empowers colleagues to make their own decisions, from requesting shift swaps to booking holidays. One of the key differences between QStory and perhaps what our colleagues, and the industry, have seen previously is the ability to integrate real-time AI, but to give that information to colleagues. The real wow factor for the colleague app is about putting all of that data, all of that insight, all of that analytics, in the palm of colleagues’ hands, so they can be much more informed, empowered, and actually make different decisions about what they do, and how they do it. The ability then to do everything from requesting a shift swap, to making sure they had the right holidays booked in, and changing those details dynamically, was just incredible. No more logging into the system, no more form filling, and in our cultural transformation of really optimizing digital experiences, we’ve got a really good deal between what we’re doing for our customers and what we’re doing for our colleagues. This blog post has been re-published by kind permission of QStory – View the Original Article For more information about QStory - visit the QStory Website About QStory QStory are the pioneers of Intraday Automation (IDA). Their mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment. Find out more about QStory Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: QStory Published On: 18th Jun 2024 Read more about - Guest Blogs, Artificial Intelligence, Empowering Agents, QStory Recommended Articles Workforce Management and Customer Experience Go Hand in Hand Shift Planning FAQs Answered by an Expert Isn't It Time Agents Picked Their Own Holidays? The Role of AI Science in a World of Democratized AI Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation White Paper: How Contact Centres Can Become Employers of Choice Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter