Linking your recorder to your business data Hearing a customer complaint firsthand or listening to what they are telling you about your service is one of the most useful business analysis tools you can have. Call recording systems provide raw data for this application but can fail to provide sufficient search criteria to find the data that is of real value. Metaphorically, you need to separate the wheat from the chaff. But how? What you essentially want to do is search by customer information, not the time of the call or duration. You need to search for important calls like those where customers have spent over £5000 this month. Your call recording system can now be integrated with your business software, enabling you to add valuable business data into recorded calls. This makes it easier for you to identify all those important calls. This can be done with ‘Browser Update and Record’ from Business Systems. With this application your staff can add business information to the call, such as a customer reference or whether it was a ‘good’ or ‘bad’ call. Being able to pinpoint those vital calls searching on virtually any criteria you want provides an invaluable business tool. You can be completely in touch with the issues that drive the business. Secure Browser Access to All Staff Probably the ‘chosen few’ have access to recorded calls, and may continually be put upon to find calls on other people’s behalf. Maybe staff could benefit from listening to their own calls, but they must access calls in a controlled and secure manner. With ‘Browser Update and Record’ from Business Systems telephone based staff can have access to their own calls via a simple web browser. Full user administration facilities provide security and allow different levels of access. With staff being able to access their own calls they can easily check back on a call to verify information, which helps eliminate inaccuracies. Management can also encourage self analysis (an effective and proven method of training). For more information contact: [email protected]. 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