The Monitor

The old saying goes:- “if it ain’t broke, don’t fix it” but paradoxically, as technology marches ever onward we need to introduce elements of change to remain at the top of our game – and so it is with the Customer Service Centre (CSC). The Business Systems (CSC) is going through some significant changes in the name of progress, all of which is aiming to turn good service into better service for our customers. At the heart of our service...

Inspiring speakers, classy venue, record registrations, running in its 7th year, the ‘Improving Performance in the Contact Centre’ 2008 Conference proved as popular as ever. Over 250 delegates attended the event held at London’s premier wine tasting venue, Vinopolis. If you didn’t manage to attend - here’s the highlights: Paul Cooper, Communications Director at the Institute of Customer Service (ICS) emphasised how customer service professionals are the ‘brand guardians’ of today, representing the front line of what truly differentiates your...

Last month Business Systems attended the Financial Sector Technology awards and were proud sponsors of the ‘Best Trading Platform’ category. The winning entry demonstrated how the use of technology had improved processes, speeded up response times, enhanced capacity and helped further the chances of future business success for the company. The award presented by Stephen Thurston, Director at Business Systems was received by Florian Miciu, Chief Technology Officer of Chi-X Europe. Congratulations to Chi-X Europe and all the other award...

The Monitor’s news hound goes deep into the past with the picture alongside, sent courtesy of purser Mark Wright from the Navy’s supply centre at Butlers Hard on the Solent. Mark wrote:- “We considered buying one of these systems a few years ago for our command centre, but as we couldn’t find anyone else who had one we decided against it. Did we make the right decision”? “Outstandingly good Sir” are the words that spring to mind; your decision is...

The success of Business Systems' ‘Improving Performance in the Contact Centre’ conference and exhibition showcase continues to grow and the 2008 event is no exception. This year’s event promises to be the best so far. The conference element has the latest input from industry experts such as the Customer Contact Association and the Institute of Customer Service; with registrations well up on last year, it proves that management interest in these issues remain key to delivering performance targets. For those of...

CCExpo 2008 is the focus point for contact centres, it draws large crowds, and demand for call recording applications continues to grow year on year. As you would expect from call centres the principal interest was for agent quality monitoring and PCI compliance, both of which are mainstay competencies for Business Systems. The ‘business analytics’ application of call recording is gaining traction and has made significant strides over last year; organisations are starting to understand how they can leverage their...

Business Systems will once again be exhibiting at this years Call Centre Expo alongside sister company OPEX Hosting. Opposite the networking bar on stand number E9 the companies will be showcasing both CPE and Hosted Contact Centre Solutions. The key message at the event will be focussed on ‘flexibility’ as collectively the companies can provide solutions which allow clients to record any time, any place, any where. In particular the company’s flagship mobile phone and SMS text recording technology will...

the way to increase ‘call centre value’… Growing to become one of the most popular independent specialist events, as bumper registrations proved… For those of you who did not secure a place here’s a resume of events from the Improving Performance Conference held in November. We were delighted to have on board some key industry players again this year. Gary Schmidt, Customer Process Leader from CUNA Mutual Group in the States highlighted how the implementation of a quality assurance programme...

This nostalgic picture of the Racal Rapidax Ranger – the first digital call recorder released by Racal Recorders in the early 90’s (91 or 92 as a best guess). While the Monitor’s editorial team has high regard for Racal Recorders there is no denying the fact that the company (up to its ears in VHS tape and Wordsafes at the time) was just a tad too traditional and the release of the Ranger was definitely on the risqué side. There is...

Anyone who has a little bit of the philatelist in them will know that the ‘penny black’ is a rare old find and as a result, is a very welcome addition to either your stamp collection or pension fund. The recorder shown here does not fall into this class, old and rare it may be but welcome it is not, unless of course you are desperately looking for 300 kilos of landfill. This product was called ‘Voicelog’ and for the...

Our mailbag this month produced an assortment of odds and sods but we thought this photo from Australia was an absolute gem and just begs to be published. The note attached to it says: it’s an early recorder from the trading floor of the Oonadatta Opal Exchange – casino spiele yeah right! Yes there is a place called Oonadatta and its slap bang in the middle of opal country but we just can’t shake that feeling that we’re being strung...

The Call Centre Expo (CCExpo) understandably is well and truly focused on the contact centre space and Business Systems UK will be featuring the latest offerings from NICE and Vocal Recorders along with the in-network services from OPEX Hosting. In addition to its established contact centre services, OPEX has produced some exclusive products for Business Systems’ customers and a good example of this is their ‘Customer Satisfaction’ service, which focuses on customer loyalty. (More information about this service is featured...