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[Last Updated: September 2016] Still not bought into the whole speech analytics hoopla? Not totally convinced by the massive investment required to get it up and running in your organisation? Fear not, you are not alone and to counteract this, vendors are starting to get a little bit more creative by offering up Speech Analytics as a managed service. This approach allows organisations to investigate a specific issue or area without investing in any analytics hardware or software and puts...

For those of you that missed it we had a great response to our latest guide on quality monitoring (QM). During our research phase it transpired that there are still a number of contact centres out there using live agent monitoring during calls as their main means of evaluating performance instead of tried and tested quality monitoring technology. We firmly believe this is down to a lack of understanding of how the technology has evolved and how costs to implement...

Workforce management (WFM) technology has moved on leaps and bounds in the last 5 or 6 years so how confident are you that the system you bought into years ago is still fit for purpose in today’s challenging and complex customer environment? We outline four key areas below that could signal it’s time for a change. 1. Struggling to schedule and forecast for non phone-based interactions Can your existing WFM system plan, forecast and schedule agents to cover multiple contact...

With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when...

For those of you running and operating offices or contact centres across multiple countries getting consistent call recording and workforce optimisation support and maintenance can be a challenge, ultimately affecting your service levels. The good news is that Business Systems are now able to offer installation, support, training and consultancy and design services practically anywhere across the globe. Working with carefully selected and accredited local partners we ensure that your call recording and related systems can be maintained and supported to ensure consistency...

There has been a lot of hype recently about voice biometrics for the contact centre, but what does it really entail and can it benefit your contact centre? Voice biometrics works by automatically comparing the voice of a customer on a call with a stored voice print of that customer to verify that they are indeed one and the same. The idea being that this helps cut down on contact centre fraud whilst also improving customer experience by reducing call...

“Your call may be recorded for training and quality purposes.” We’ve all heard the message dozens of times. But are businesses making the most of call recording technology? Perhaps not. In a dash to keep up with best practice or compliance, lots of contact centres implemented call recording but in some cases without fully understanding the benefits. Time for a quick primer on what’s possible. 1.Resolve more disputes, with less hassle No customer service rep or contact centre agent goes...

Every call centre wants to improve the quality of its agents’ call handling. Unfortunately some of the methods for doing so can be pretty outdated. How can Call Quality Monitoring help? Here’s a run-through of the call quality monitoring techniques that reap rewards and those that, well, don’t - from the stick-wielding days of old to the modern call quality monitoring technologies of today. Side-by-side agent monitoring Here’s a fact. Call recording came to prevalence in call centres in the...

The latest ‘Workforce Optimisation Technologies forecast’ released by Ovum estimates the spend on contact centre quality monitoring (QM) technology to be $141 million across Europe in 2014 with slow but steady growth predicted over the next five years. This is somewhat surprising for a technology in the mature stage of the adoption lifecycle and which has been readily available since the mid 1990’s. A recent guide to contact centre quality monitoring launched by call recording specialists Business Systems (UK) Ltd...

Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their recording technology opting for a voice recording system made on the basis of simplicity of use, good customer references and a strong support capability ensuring the Bank can apply robust maintenance in any future ventures. Jointly Business Systems and Red Box Recorders put forward a competitive proposal to supply a call recording solution capable of recording both TDM and VoIP and supporting some 250 users across the...

Business Systems UK Ltd announces successful completion of a pilot launch of its Contact Centres Consultancy Division. This division was launched in recognition of customers' need to create or enhance quality management programmes. Following the successful pilot launch of this programme, Business Systems in-house industry experts are concurrently running four projects within well known UK contact centres. "Quality management has become more complex, and increasingly important for our contact centre customers. Our in-house consultants are uniquely experts in both quality and...

Alternative Networks, one of the UK's leading providers of telephony services, including voice, mobile, systems and IT solutions have joined forces with call recording and workforce optimisation (WFO) specialists Business Systems, to provide best in class service and support for their customers’ call recording and WFO needs. Highly regarded as experts in this area, customers of Alternative Networks regularly seek advice on upgrading and supporting their call recording systems, particularly where telephony projects in some way impact their existing recording...