the way to increase ‘call centre value’… Growing to become one of the most popular independent specialist events, as bumper registrations proved… For those of you who did not secure a place here’s a resume of events from the Improving Performance Conference held in November. We were delighted to have on board some key industry players again this year. Gary Schmidt, Customer Process Leader from CUNA Mutual Group in the States highlighted how the implementation of a quality assurance programme incorporating leading quality monitoring and call recording technology changed both their customers’ and their organisations’ perception of the call centre. The latest precision monitoring tools enabled them to improve customer satisfaction using advanced agent monitoring and also achieve an increase in sales and cross sales of 50%, in less than 18 months! Marcus Hickman, Executive Research Director from the CCA revealed findings on the “State of the Industry”. Recent research showed that over 70% of people said Team Leaders and Contact Centre Managers needed more training. And maybe they do to solve the eternal problem; their organisation demands ‘efficiency’ and customers demand ‘service’ so how do you find common ground? With both parties facing changes in the working environment and with the increase in home and mobile working, implementing relevant applications is a necessity. The question on everybody’s lips is which technology is right for us and how do we go about it? Stephen Owen, Technical Director from BeVoice Data Systems gave us one option. With spiralling operating costs, companies face growing pressure to reduce overheads and with the expected growth of home working (Datamonitor predicts a further increase of 37% over the next 5 years), a hosted solution could be the answer. During the course of the day delegates were able to look around the exhibition showcase and see demos from leading global manufacturers. NICE, Verint and ASC representatives were all available to answer questions and with independent advice from the Business Systems consultants, delegates were able to see all the latest technology and how it could work for them.For those looking for a smaller solution we introduced the Mirra IV, suitable for recording under 49 analogue/digital lines and the Perform SMB, an economically priced 100 channel system with advanced quality-monitoring capabilities. Don’t miss future events, keep abreast of what’s on by checking our website regularly or call us on 0800 458 2988. 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