CE Electric UK delivers electricity to over 3.8 million properties across the North East of England, Yorkshire and Northern Lincolnshire. Reinforcing their commitment to service and ensuring regulatory requirements are met, they have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres. CE Electric Control Centres provide mission critical services via their engineers who have the precarious task of energising and de-energising anything up to 132,000 Volts in the electricity distribution system. Field engineers rely on the Control Centre when dealing with faults and conducting ongoing maintenance by agreeing via telephone whether the work required is safe to perform and follows correct protocol. In comparison the Call Centre’s primary purpose is responding to the public when they lose electricity and providing progress reports on problem resolution. The ability to maintain service levels here is key, particularly if the situation is exacerbated by a major incident on the network. Verint Audiolog was selected as it was considered a best of breed solution which could be relied upon to provide a single view across the business with the ability to monitor all sites from one point. A CTI link ensured recordings could be searched and retrieved based on agent or operator name and an intuitive front end web system makes search and retrieval easier, saving time and giving operators the ability to drill down into individual calls. From a quality evaluation perspective, the product is also delivering. Agents are regularly reviewed and critiqued in areas such as ‘willingness to help’ and ‘politeness’ to measure the effectiveness of customer handling. Since the implementation of the system following each agent evaluation, the call centre team has typically seen an increase of between 15 – 20% on agent scores. George Stones, Telecoms Customer Service Manager, CE Electric concludes “Business Systems ultimately provide the whole package; a best fit product, strong customer references whilst being responsive and easy to work with.” To view the full case study click here or email [email protected]. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns