QStory and NatWest Improve Customer and Colleague Experience

Concept of teamwork organization
Filed under - Guest Blogs, , ,

In the final release of the series capturing NatWest’s QStory experience, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses how the NatWest and QStory teams have worked together to improve both the customer and colleague experience.

When I think about QStory as an organization, they have been very flexible, incredibly agile, easy to work with, and have a product road map that is really aligned to getting the best out of this balance between customer and colleague experience.

They were really keen to understand our requirements, everything from taking time out to meet our teams to listen to the experiences of our colleagues, and then understand how that translated into customer experience for our actual customers.

And then working diligently with our technology teams, through a whole host of different challenges, whether that be from simple onboarding, to integrating with legacy and cloud-based solutions. We had a real flexible approach, and a can-do attitude.

Through the process of evaluation, through understanding their culture, and how they wanted to understand our culture, and what we wanted to achieve, we really saw a spark in engagement and the ability to work together.

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 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: 24th Jun 2024 - Last modified: 26th Jun 2024
Read more about - Guest Blogs, , ,

Follow Us on LinkedIn

Recommended Articles

building blocks
Does Your Contact Centre Need a “Colleague Experience Manager”?
Person sitting in office in front of laptop and rejoicing in success
Reducing Colleague Attrition
Balance concept with rocks
Employee Experience Is Just As Important As Customer Experience
A picture of customer service vs customer experience
Customer Service vs. Customer Experience