All blog posts

Leaders in customer service are well aware that every customer contact can impact their contact centres bottom line. It is for this simple yet important reason that call quality is increasingly highlighted and monitored within contact centres. Today’s Quality Monitoring (QM) programs however, do not come without their faults, where some of the processes and corresponding functionalities to support these incentives are often outdated. In a market that is rapidly changing due to increased customer expectations, Speech and or Interaction...

Business Systems' Will Davenport explains how award-winning Vocal Wordwatch can provide a viable, secure solution for legacy and live call replay from a single point of access. One of the reoccurring hot topics our clients are coming to talk to us about is Vocal Wordwatch; a legacy replay solution which helps organisations access old call recording data as well as replay live calls all from one portal, making the data mining process easier and more effective.Vocal Wordwarch is a modular...

Equiniti and Dekra secured their spot within two hotly contested award categories Winners will be announced during the Awards Dinner in London on November 21, 2016 Business Systems (UK) Ltd today announced that two of its customers, leading business process services provider Equiniti, and business performance optimisation specialist Dekra, have been selected as finalists in the European Contact Centre and Customer Service Awards (ECCCSA) competition. Equiniti and Dekra were awarded finalist positions in the ‘Best Deployment of Customer Insight’ and...

Skype for Business offers contact centres the potential to provide a more personalised service, one that includes video and shared screen/desktop as part of the customer service experience. Through Skype, contact centre agents can answer customers queries via voice or chat, personalise the communication through video chat, demonstrate visually how to solve their problem and, if necessary, share desktops and screens. Just as with any other customer communication channel, such as phone, email and social, interactions with customers via Skype...

Business Systems wins Recognised Leaders in Workforce Optimisation Solutions – UK award, where its unique Vocal WordWatch portal is recognised as Best for Call Retrieval & Replay Technology – UK    Isleworth, September 20 2016 – Business Systems announced today that it is among the winners of the coveted 2016 Technology Innovator Awards that recognise and reward the individuals, departments and firms behind the ground-breaking developments that change the way we do business for the better. The company, with its...

The Business Systems and Wilmac Global Partnership Alliance continues to grow in strength well into the second year of its formation [Press Release] - Business Systems and Wilmac have developed the Global Partnership Alliance to address the growing need for exceptional support and service on a global scale for recording technologies and related solutions. Founded in 2015, the Global Partnership Alliance was the result of an increasing number of global customers expressing the need to extend their service and support contracts...

Call Recording solutions have been well adopted by contact centres to help improve quality and subsequently customer satisfaction. However, its benefits go far beyond the contact centre and can be applied to a number of different departments across an organisation. Call recording can not only increase customer satisfaction and reduce customer attrition, it can also help create customer centric sales and marketing strategies as well as manage workforce effectively. Here is how you can increase the return on your investment...

Workforce Management (WFM) self-service and engagement capabilities are key functionalities within Workforce Management technology. It allows employees to view schedules, request absences, view their own performance and self-schedule through preference and availability options. A WFM employee portal provides an organisation with a fantastic opportunity, not only to engage their employees but to also help reduce the management overhead of dealing with workforce planning requests and reporting. As part of the engagement toolkit, the employee portal enables the employee to take...

To set the scene on the Brexit stage, on the 24th June, the FCA issued a "Statement on European Union referendum result” stating that: “Firms must continue to abide by their obligations under UK law, including those derived from EU law and continue with implementation plans for legislation that is still to come into effect”. MiFID II therefore still represents a colossal change – Brexit or no Brexit. As regulatory framework for the financial industry tightens, financial institutions are being...

Workforce Management (WFM) technology has come a long way from the niche, single channel workforce planning and scheduling tool it once was, to the cloud based and cohesive solution offering we have today. The contact centre technology has developed in parallel with the evolution of the contact centre and is still seen as one of the driving tools to utilise in this environment. It has unfailingly enabled organisations to plan and schedule efficiently through workforce planning and resource planning functionality,...

On the 21st-22nd of June we attended the Compliance and Conduct Risk in Financial Services Forum where we held a workshop session with our partners O2, showcasing how technology can help meet the ever changing regulatory and stakeholder demands without compromising compliance. We caught up with our guest speakers Garry White (Business Systems) and Mark Baggs (O2) who gave us an overview on what they discussed in their leading session “Evidencing the journey - Managing change without compromising compliance”. Garry...

With the majority of respondents agreeing that the biggest threats of non-compliance are financial and reputational, it seems that key aspects of a comprehensive legacy strategy are still being omitted. Since the subprime crisis, the financial services industry has been experiencing an ever tightening regulatory framework that aims, among other things, to establish transparency in market conduct. One of the channels that is most scrutinised (and most susceptible to non-compliance) is the telephone. The one tool financial institutions have to...