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Series 5 – Achieving automation excellence Welcome to Part 5 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’ In this series: Robotic Process Automation Excellence Robotic Process Automation roles Robotic Process Automation Training Automation excellence In order to fully embrace automation in your organisation, consider setting up an Automation Workforce Team. An Automation workforce team: the ‘go to’ for anything automation related in your organisation. After the technology has been implemented, the centre can...

A blended workforce A positive customer experience is vital to the modern business in the age of online user reviews and social media where performance is under the microscope 24/7. Every little glitch, every little slip in your service standards can quickly be communicated to audiences of thousands. Brand reputation is truly built from the ground up. At the same time, with today’s mobile, always-connected culture, people’s expectations have shifted. They demand quality, they demand personalisation and they demand it now....

Humanise the workplace series - Workforce Management (WFM) MyTime Mobile App - Part 1 Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition. Call centre software such as Workforce Management (WFM) can help...

Series 4 – Best Practice Automations Welcome to Part 4 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’ In this series: Designing Automations Process Recording Automation Pitfalls Automation Reporting Designing Automations Robotic Process Automation (RPA), a form of call centre software technology, can integrate with almost anything to complete a task. This can get technical, so we’ve simplified the integration options below: Backend connectivity: automation accesses databases or web services under the control of...

Magnus Geverts at Calabrio Teleopti  - 10 ways to create and maintain a positive culture in contact centers Working in a contact centre is a constant challenge.  While the introduction of self-service and automation has removed many of the simple, repetitive tasks from the frontline, the remaining enquiries are increasingly complex, requiring greater skills, patience and knowledge. At the same time, mobility and the Internet of Things mean customers want an immediate response and expect to interact using a variety...

Series 3 – Beginning the Journey with Robotic Process Automation Welcome to Part 3 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: RPA – Do it in-house or out-source it? Building the team Identifying processes for Automation How to embrace change Keeping the RPA momentum going RPA – Do in-house or outsource it? What is the best approach for creating and staffing your automation team? Should you be outsourcing this work? Or...

Another day another regulation: Identifying Risks before they happen with Call Extraction As data regulations continue to tighten, trade reconstruction has become a priority for compliance managers in the financial sector. No longer is it enough simply to record telephone transactions and keep them filed away in a database somewhere, just in case. With the stakes for data and privacy infringements higher than ever, compliance demands a proactive approach, the ability to turn call recording into actionable 360-degree insight so...

Series 2 – Automating processes Welcome to Part 2 of the Business Systems blog series - ‘An Insider’s Guide to Robotic Process Automation’. In this series: Analysing desktop activities Attended Automation The difference between attended and unattended automation Analysing Desktop Activities Think of a customer service operation with hundreds of seats. Most of these employees will be on computers, all doing virtually the same thing. An operation ripe with the potential for performance improvement. The first step to achieving performance...

Is your Workforce Management software still fit for purpose?  If your WFM solution is up for renewal, stop and think if it’s really working for you. Although the initial cost of implementing a workforce management solution may appear large, a quick return on investment can be achieved by not only significantly reducing the amount of time spent creating forecasts, schedules, workforce planning, and reporting, but also by being able to create accurate forecasts that ensure you have the “right person,...

Are you considering implementing a Workforce Management solution? Do you have a number of questions that need to be answered first? With a wealth of WFM experience under our belt, we address the most frequently asked questions when it comes to Workforce Management technology. Do I need Workforce Management? Depending on the size of the contact centre, setting up schedules can be far too complex to be handled in a simple spreadsheet, and this is where Workforce Management, with advanced...

Interactive Voice Recognition (IVR) technology was hailed as a major breakthrough for contact centre operators. With call centre software that can interpret and act on cues from speech in natural usage, it brought about the opportunity to automate large chunks of call processing. With IVR making a range of self-service options available over the telephone, there is no longer a need to have an agent answer every call. Average costs per call have therefore fallen, while agents freed from handling...

London, July 2018 – Business Systems (UK) Ltd, a leading provider of Call Recording and Workforce Optimisation solutions with a 30 year history in quality monitoring, analytics, workforce management and cloud contact centre technology, has once again been awarded a place on the G-Cloud 10 framework for the supply of cloud-based software to the Public Sector. As well as other services, the G-Cloud framework is a UK Government initiative designed to support the growth in procurement of Cloud to the...