All blog posts

Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience. NICE Quality Central is the only recording-agnostic, enterprise-scale solution of its kind in the market. Based on NICE’s deep expertise in quality management, the new solution has been proven to: Reduce...

It is no secret that as consumers we want to communicate with a brand when we want, however we want, making the multi-channel contact centre a very popular theme. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%). Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as...

The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time.  A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics. In such a diverse...

In today's digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior. As consumers, we have come to expect immediacy and accuracy for our typical dealings with companies, like seeking an answer to a question, placing or changing an order, or just updating our details. But, when faced with more complex issues, we look for empathy and understanding, and it is on these occasions...

Business Systems has won the award for Compliance Project of the Year at the FStech Awards 2017, with its Vocal Wordwach solution.Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, announced that it has won the ‘Compliance Project of the Year’ award at the FStech Awards 2017. Now into their 17th year, the FStech Awards recognise excellence and innovation in the field of information technology within the UK and EMEA financial services sector. The Compliance Project of the...

louis vuitton outlet stores The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact centre management, therefore, is to bring together employees, customers and business goals and run the contact centre in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software, designed to help balance...

With less than a year to go until the application of MiFID II, it is becoming increasingly clear that cultural change is being pursued by the financial regulators as a pressure mechanism to achieve systemic compliance. A characteristic example is that of W H Ireland Limited who, in February 2016, was fined by the FCA for failing to take reasonable care to organise, maintain and manage effective systems and controls to protect against the risk of market abuse. Poor governance...

Real-time feedback is used primarily by contact centres and is the ability to monitor conversations in real-time and intervene where necessary to improve the outcome –whether it is preventing an issue from escalating, taking advantage of a cross-selling opportunity, or simply advising an agent on a specific topic, process or tool. To understand if this technology has been seamlessly embedded in the daily operation of contact centres and what its benefits and drawbacks are as experienced by those that use...

Workforce management (WFM) technology has developed alongside the contact centre, coming a long way from the single-channel scheduling tool it once was.Like any tool, however, if not used correctly, it can become more of a burden than a saviour. Here are 5 common mistakes made when scheduling with a workforce management tool and how to avoid them in order to meet targets with less effort, achieve efficient workforce planning and obtain a faster return on investment. The rest of this...

Recruitment has always been a highly competitive sector with consultants and agencies pitted against one another to achieve top biller or best agency status. The challenge any staffing agency has, is to replicate the successes of their top recruitment specialists whilst learning from the mistakes; and then using these insights to drive better performance and revenue, increasing at the same time employer and candidate satisfaction. Call recording is not a new concept, historically being used by contact centres for call...

In 2015, our article ‘3 Ways Workforce Management (WFM) can Improve Policing Efficiency’ we touched on how scheduling, forecasting and real time adherence can help the police force improve quality of service and workforce planning, by increasing both resource efficiency and availability whilst reducing unnecessary expenditures. Following on comments and conversations initiated by this article, another important factor emerged. Maintaining employee morale and providing sufficient learning and development opportunities, was highlighted by police workforce planners as one of the key challenges...

[Updated Dec 2019]Contact Centre Managers can face a real challenge when it comes to them trying to reduce cost in the contact centre. To make the most out of every customer interaction requires a balance of productivity, quality and efficiency in day to day operations. Here are our top 5 technologies that can help reduce cost in the contact centre without compromising quality in 2020: 1. Reduce Cost in the Contact Centre with Workforce Management Workforce Management (WFM) technology allows...