In this article 01. Monday 3rd October – The Human-Tech Interface 02. Tuesday 4th October – Service with Respect Day 03. Wednesday 5th October – The Personalisation of Service: Skills & Capabilities 04. Thursday 6th October – Effective Strategy & Leadership 05. Friday 7th October – Customer Service Recognition Day We absolutely loved celebrating National Customer Service Week. It’s always a good opportunity for our Teams to take a step back and recognise their achievements and just how far they have all come as well as share their expertise and advice. Our celebrations have kept us busy, with a selection of insight around technology, statistics and top tips, through to shining the spotlight on our internal service teams. Here’s a recap: Monday 3rd October – The Human-Tech Interface We kicked off the start of National Customer Service Week by looking at the 5 ways Customer Service and the CX landscape have evolved over the years: Experiencing a siloed customer journey ➡ Combining Humans and Technology for customer experience excellence Telling the customer what you think they want ➡ Understanding customer perspectives through CRMs, demographics and feedback surveys Leaving the responsibility of CX to the customer service team ➡ Making sure the entire company, especially the leadership team, are involved in the end-to-end journey Failing to recognise the importance of brand loyalty ➡ Defining company values to drive customer experiences Providing limited channel preferences ➡ Handling multiple forms of communication dependant on customer preferences Tuesday 4th October – Service with Respect Day Amy Paterson, our Customer Service Manager, shone the spotlight on her team. With a 98% customer happiness score taken from the past 6 months, the spotlight was well deserved! View the full LinkedIn post here Oliver Stephens, our Workforce Engagement Management Consultant also spoke out on the ways you can safeguard your employees wellbeing, particularly post covid, where the abuse customer service reps have received has dramatically increased. Ollie’s top tips: Wednesday 5th October – The Personalisation of Service: Skills & Capabilities Shaunna Wilson, our Workforce Engagement Management Consultant spoke out on the topic of ‘Agent Burnout’ – a problem which is costing contact centres almost £1 billion each year. In Shaunna’s latest LinkedIn pulse, she recognises that offering agents skills and opportunity growth are just one of the ways you can support your contact centre staff, and ultimately, avoid burnout. Read Shaunna’s full article Thursday 6th October – Effective Strategy & Leadership It was time for another Team spotlight on Thursday, and this time it was centred around our fantastic Global Service Delivery Team, headed up by Sam Badham. Our Global Service Delivery Team at Business Systems are instrumental in ensuring customer projects are running and have been implemented smoothly. They are one of our unsung heroes of the customer service world! Keep going Team! View Sam’s full LinkedIn Post. Gavin Ellis, our Technical Engagement Manager also shared with us his top 6 ways to overcome challenging customer interactions. Friday 7th October – Customer Service Recognition Day Customer Service Recognition day was all about celebrating great customer service stories. Our Head of Client Services, Hamish Cliff and our CX Transformation Account Manager, JT, share theirs. Download our whitepaper on the health of the contact centre to find ideas on how you can improve customer service and experience. Written by: Business Systems UK
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it