Humanise the workplace series – Workforce Management (WFM) Vacation Planner – Part 2 Today’s contact centre is centred on profitability much as it is around customer service. But finding the right call centre software solution that supports these goals as well as keeping your agents happy can be a major challenge for many Contact Centre Managers, Team Leaders and Resource Planners! We understand that finding the right Workforce Management (WFM) Solution which balances these 3 key areas is a must. Calabrio Teleopti WFM Vacation Planner Improving employee engagement and ensuring your agents are content with their work-life balance can take the shape of many forms. One of them is with Calabrio Teleopti WFM Vacation Planner (part of the WFM lifestyle module designed to help agents with their work-life balance). Vacation planner is designed to handle holiday requests as well as any ad-hoc requests for other types of absence you wish for employees to be able to request, such as TOIL (Time Off In Lieu). The requests can either be manually handled or left to the system to handle, based on pre-set allowances or service level targets (freeing up valuable resources during workforce planning and saving time). With Calabrio Teleopti WFM vacation planner agents are able to: receive instant feedback on requests, letting them know whether their time off has been approved, denied or waitlisted view their remaining allowances for different absence types (e.g annual leave) in their agent portal see what the probability is of getting an absence request approved (defined by pre-set allowances or current staffing situations) Benefits of Calabrio Teleopti Workforce Management Vacation Planner Reduction in administration – eliminate paper-based holiday/time off requests Save time and money – free up valuable resources with automated request handling bringing a reduction in administration Improve employee engagement – eliminate friction between resource planning and workforce planning groups and agents by allowing both parties to gain mutual benefits with the module Interested in finding out more? Speak to our team today! About Calabrio Teleopti & Business Systems As top global providers of Workforce Management, Business Systems (UK) Ltd and Calabrio Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI. 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