ARTI Real-Time Automation is a cloud-based suite of tools that automates real-time management and optimization in contact centers. Unlike traditional workforce management (WFM) and real-time adherence monitoring, ARTI uses algorithms and automation to recommend agent schedule changes, identify idle times, and perform "what if" analyses. This helps contact centers improve agent productivity by 55%, customer satisfaction by 37%, and profitability through greater revenue growth. ARTI is offered by QStory to automate intraday adjustments and maximize staff efficiency in real-time.

1. It’s About Time
To talk about automating
Real-Time

2. ARTIREAL-TIME AUTOMATION
ARTI Real-Time Automation is a cloud-based full-suite
of real-time management and optimisation tools.
Isn’t Our Real-Time Team Already Doing This?
Senior managers may think they have intraday management because they
have WFM and a team of analysts managing Real Time Adherence (RTA).
Real-time automation is different:
• Smartphone app for
communicating with agents
• Managers’ Heads-Up with
projected under and over
staffing for each time unit
of the day
• Recommendations on which
agents can be moved to cover
workload peaks
• Identification of agent idle time
during quiet periods so it can be
better utilised
• ROI “What If” analysis to make
the best of the situation
• Real-time attendance automated
“nudges” to ensure agents stick
to their schedule
• Automated reporting on not
justwhat happened, but why
it happened – within seconds
of getting the data
ARTI (Automatic Real-Time Intraday) has:
WFM vs. Real-Time Automation
Real-time starts where WFM finishes.
It adapts staff deployment on the day
to deal with the difference between
forecasts and actual call volumes, and
scheduled and actual staff attendance.
RTA vs. Real-Time Automation
Schedule adherence tells you if you have a
problem with staff right now. Real-time
tells you whether you will have a staffing
problem in 30 minutes or 2 hours.
» »

3. Extra Training
116 man-hours for extra staff training
[1]Data from financial services 160 agent customer service contact centre operating from 0730 - 1800 weekdays and 0800 – 1400 on Saturdays
»Off-Phone Work
150 man-hours to clear off-phone backlogs
1000 emails
»Time-Off as Rewards
20 top performers had 2 hour “early-off” rewards
to start the weekend early on Friday afternoon
»Back-Office Work
110 man-hours to clear back office backlog
700 account updates
»
The time was re-used as…
...THAT’S REAL-TIME
AUTOMATION
ARTI also monitored and moved agents when necessary
to maintain service levels so customers were happy
GIVES YOU TIME…
ARTI made 600 changes to staff deployment this
week[1]
and recovered 416 man-hours of idle time.

4. of a Real-Time Manager
A DAY IN
THE LIFE
UPDATING ATTENDANCE REGISTER
Staff check in
using QStory App
Agent interactions
via QStory App
MORNING HEADS-UP
Actual vs Forecast
WFMUPDATEDUPDATED
WRAP-UP
• Service levels achieved
• Occupancy
• Extra training done
• Extra off-phone work completed
How did we do today?
• Spot risks to service levels
• Recommendations for staff moves
• Meeting/breaks ok?
Recommendations for staff moves
Meeting/breaks ok?• Meeting/breaks ok?
• Recommendations for staff moves
Meeting/breaks ok?
AFTERNOON HEADS-UP
Automated analysis available all day
Reports on
performance
so far
Workload
OK! 9:33am
9:27am
Changes OK?
2pm shift starts
in 5 minutes 1:55pm
OK! 2:16pm
Training session
3.30 to 4pm, OK? 2:15pm
What’s the best
we can achieve?
What does
tomorrow
look like?
“What if”
analyses
HEADS-UPROI
• Idle time opportunities
• Recommendations for training
• Off phone work
• Early-off rewards
WFMUPDATEDUPDATED
Add
Training priorities,
holiday allowances,
coaching, meetings
I’m sick 6.45am
I’m here 7.47am
I’m running late 7:30am
10am 11am9am8am6am 7am 12pm 2pm1pm 3pm 5pm4pm 6pm
Schedule
adherence
RTA nudge
Actual vs Forecast

5. Automating real-time activities has been shown to[2]
:
• Make better use of staff with 55% improvement in agent utilisation
• Improve customer experience by a 37% increase in customer satisfaction
• Increase profitability with 3x greater revenue growth
QStory, identified as “one to watch”
at the Everline Future 50 2016 Awards,
offers SaaS cloud-based Real-Time
Automation tools to the Contact Centre
Industry. QStory is based in Guilford,
UK with solutions used by organisations
in Europe, Africa and the Americas.
Contact us:
E info@qstory.co.uk
W qstory.co.uk
UK, Europe & Americas
T + 44 (0) 1483 685360
Africa
T +27 (0) 12 443 6424
W qstory.co.za
[2]Aberdeen Group, Analyst Insight:
The Strategic Vale of Intraday Management in the Contact Centre July 2013
QStory and ARTI are registered trademarks of Customer Service IP Limited. All
other marks used are the property of their respective proprietors.
CONTENTS OF THIS BROCHURE ARE COPYRIGHT © 2016
WHAT WILL
YOU
DO WITH
ALL THE
TIME?
REQUEST A DEMO: http://offers.qstory.co.uk/arti-a5-0