All blog posts

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...

When most contact centres invest in Call Recording technology they typically have a list of requirements that have to be met. Usually these requirements include Quality Monitoring (the ability to evaluate agents and report on their performance), Screen Recording (the ability to see what is being done on screen by the agent) and PCI Compliance (the ability to stop the capture of credit card details to meet PCI DSS regulations). But what other less known features does a call recorder...

Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources). So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers)...

Call recording solutions can be a truly profitable investment that should not be taken lightly. The right call recording solution will not only help you to comply with any internal and external regulations, but it can also provide valuable insight to help improve your operational efficiencies and staff profitability. In this article we highlight 4 features you should look out for when researching a call recording solution that could make a big difference down the line. Access control and user...

It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector. Meet Anna Anna is the Control Centre Manager of an ambulance service control team. Her responsibility is to oversee the team of call handlers (often also known as medical dispatchers) and ensure that all incoming calls are handled to the expected high standard. In this series Anna...

Facts: A recent study at the University of Michigan suggests that attention and short-term memory processing are directly affected by a person's surroundings and environment, with noisy environments reducing significantly memory performance The human brain can only hold about seven pieces of information for less than 30 seconds. With those two facts in mind, one can only imagine how tough it can be for call handlers in the police force to gain a comprehensive understanding of the situation and pick...

On the 12th of May we held a joint webinar with Call Centre Helper discussing the best ways to introduce and maintain agent empowerment. One thing that was emphasized by all panellists was that to achieve employee empowerment an organisation needs processes, technology and leadership.

Call quality monitoring (QM) has become common practice in almost all UK contact centres, with agents’ calls being monitored and evaluated by their supervisors or quality specialists. But is your contact centre receiving real value from your quality monitoring programme? With this blog post we aim to offer a few tips on how to do get the most out of your quality monitoring efforts and deliver results. Quality monitoring processes and consistency: Big problems can arise when it comes to...

The two companies form a Global Partnership Alliance to extend the reach of their service and support network [Press Release] Business Systems (UK) Ltd, a leading independent call recording and workforce optimisation specialist, announced today its Global Partnership Alliance with Wilmac (USA) as part of its continuing commitment to cater to its customers’ service and support needs on a global scale. With the newly formed partnership, Business Systems is able to provide to its global customers a truly comprehensive service and...

‘Winning the war’ in terms of speech analytics technology awareness We catch up with Martin Hill-Wilson, Customer Engagement and Digital Business Strategist at this year’s Institute of Customer Service Annual Conference, where he shares his views on the latest in the future and adoption of speech analytics technology. A key point which Martin makes is that organisations are still unsure where exactly speech analytics technology fits into the everyday operation of the contact centre. Although it has many applications, Martin...