The whole drive around PCI compliance is focused at stopping fraud most of which starts from within an organisation and this along with employee theft accounts for just over £1 billion in losses to the UK. Preventing fraud is one part of the equation but so too is dealing with it when it happens, this normally starts with the suspicion of specific individuals and a subsequent investigation process. Investigative interviewing is a delicate area and professionals in this space use specialist interview technology to protect the interests of all parties. Vocal Recorders have recently released ‘IRES’ an updated version of their ‘Interview Recording & Evidence Suite’ to make the process easier. Based on approved government design IRES provides 3 major benefits: 1. REDUCE COSTS – The costs involved in providing an accurate record of an interview can be horrendously high if the business process is poor. Contemporaneous note taking as an example is dangerously outdated by today’s standards; it is responsible for unnecessary administrative costs and flawed results. By contrast an error free recording process saves time and produces professional risk free results. 2. MANAGING RISK is essential. Recording a conversation is the safest way for an organisation to protect themselves should a dispute or a false accusation occur. Having an accurate record of what was said can go an extremely long way in maintaining the integrity of your business and your investigation. 3. IMPROVING THE QUALITY OF YOUR INVESTIGATIVE PROCESS – should be at the forefront of your investigations. By allowing your staff to listen, watch and learn from their previous interviews, best practice standards can be set with goals to be aspired to. Call 0800 458 2988 or contact us to find out how we can help you proactively tackle fraud or theft in your organisation. 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