All blog posts

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...

In the past few years, it has become clear that financial regulators are upping their game in battling market abuse. In putting together a strategy to encompass all the different regulatory requirements many of which admittedly revolve around ensuring appropriate professional behaviours, face-to-face meetings should not be left out of the equation. After all some of the most important communications are taking place face-to-face. Although at the moment the FCA and MiFID II do not explicitly require the voice recording...

The company is shortlisted for the category Compliance Project of the Year up against industry specialists like SWIFT and Hitachi London, January 10 2017 – Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, today announced that it has been shortlisted for the category Compliance Project of the Year at the FStech Awards 2017. The company’s entry described the successful deployment of the Vocal Wordwatch portal by a leading multinational financial institution to address major technology and compliance...

[Last Updated: March 2018] The way call recordings are stored, plays an important role in ensuring organisations are able to access audio assets either for compliance or business intelligence purposes. Magnetic tape represents one of the riskiest storage mediums for recordings as it has a finite lifespan (10-20 years) and is susceptible to premature degrading dependent on storage conditions and access frequency. In the past, keeping multiple copies and transcription have been the recommended failsafe methods. Today however, digitisation (moving...

Dissatisfied customers are 4 times more likely to switch to a competitor. At Business Systems we understand the importance not only of collecting feedback from your customers, but also acting upon it. However, with multiple feedback sources to manage, gaining actionable insight in time may not be that easy. To help you leverage valuable customer feedback, we have partnered with Feedback Ferret, an expert in feedback analysis and reporting who can help you: Consolidate all your Voice of Customer feedback...

Top 6 technologies that will help achieve the required levels of recording compliance for 2017 and beyond.

If the role of technology in business sustainability across sectors is still questioned, the recent report from Marketforce, titled “The Future of General Insurance 2016”, sums it all up. And although the survey is for the Insurance sector, the conclusions have a much broader application. According to the report, 80% of the respondents believe that ‘digitally-enabled new entrants will gain market share through differentiation on factors other than price’. Haven’t we seen this already materialising in the Banking sector? And...

Dave Evans, Workforce Management Consultant at Business Systems (UK) Ltd, discusses 3 emerging trends to watch out for in workforce management (WFM) technology. A quick re-cap on emerging WFM trends is below: 1. WFM Improvements in WFM web-based Portals We will continue to see advances in WFM web-based portals – These will be available for employees as well as schedulers, to give true mobile workforce optimisation. Availability such as WFM shift trading and booking holidays will be available through this...

This year we have teamed up with The Forum to find out how far contact centres have come in incorporating Workforce Management (WFM) into their workforce planning operation and into their employee empowerment programmes. Are contact centres ready to accommodate their employees’ changing lifestyles and preferences to improve engagement and loyalty, and empower them towards driving performance and formulating customer experiences? We gathered these results and have released our latest survey report - The State of Workforce Management (WFM) in...

Business Systems' Garry White explains the key factors to consider when procuring a technology solution.In any procurement decision looking at a technology solution, you’ll find that most organisations break decision factors in to three: Technical - does the solution work in our environment Functional - does the solution deliver what we want it too Cost - is it within budget Most organisations overlook a fourth factor; the supplier.So, what should you look for in a supplier? Are they a value add...