QStory
Joanne Draper is an experienced professional in customer success and operational planning, currently serving as a Customer Success Consultant at QStory since March 2022. Prior to this role, Joanne held positions including Resource Planning Manager at Studio Retail Limited, Operational Planning Manager, and Dialler & Data Manager at Paymentshield, where responsibilities included managing resource planning teams, forecasting, and operational strategies to optimize customer service and campaign success. Earlier experience includes roles at United Payroll Ltd as a Tax Administrator and at Barclaycard, where Joanne contributed significantly as a Senior Project Analyst and Senior Dialler Analyst, focusing on strategy design, regulatory compliance, and project management. The foundation of Joanne's career began with a frontline role as a Repayment Advisor, engaging with customers to discuss financial options.
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QStory
QStory are the pioneers of Intraday Automation (IDA). We transform contact centres in ways that no-one else can. We exist to create a better everyday life for customer service professionals by helping them to work in a happier, more empowering and productive environment. Our powerful AI platform automates resource management in line with real-time customer demand and staff availability, which gives agents proactive control of their work schedule, whilst still offering customers the best possible service experience. With QStory IDA, contact centres can supercharge their existing workforce management system to enhance staff engagement, well-being and satisfaction, leading to greater retention, performance levels and results.