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 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
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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