I’m what you would call a ‘boomerang employee’. I left Business Systems in 2019 and nearly 4 years later, I’ve made a comeback. Having started my Apprenticeship Scheme as ‘Dale – a young and inexperienced 17 year old’, I spent the rest of my teenage years and most of my twenties at Business Systems. I started off as a Trainee Workshop Engineer. A few years later, I moved up into the role of Technical Support Engineer, and then Project Engineer, where I was managing solution implementations for our customers. I then made the leap into Pre-Sales Consulting. One thing remained the same – throughout my time at Business Systems, I was always given the opportunity to advance my career. As this was my first ever ‘real job’, I, like many others, wondered what else was out there in the big wide world. I owed it to myself to see. So I left Business Systems in 2019. Fast forward nearly 4 years, and I’ve come full circle. I’m back again, as a Monitoring & Compliance Consultant. I’m back being part of a ‘People First’ Team and I couldn’t be happier. It’s a really exciting time for me to be re-joining the Business Systems Team and I can’t wait to continue helping our clients solve business challenges. I’ve come a long way from when I first started my career at the age of 17. I’ve advanced my skills. I’ve grown. I’ve ventured out to see what else is out there and luckily I’ve always had a supportive team behind me and employers who value wellbeing and provide the opportunity to grow and develop. I’m officially now part of the Business Systems ‘Boomerang Employee club’ (along with a few others out there!). And it feels great. 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