All blog posts

With more and more companies looking to benefit from Speech Analytics the question of: ‘how best to implement the project’, is very much a topic of current conversation and from our experience the answer is: – ‘build your own A-Team’ with Speech Analytics best practices. Bearing in mind that this is probably your first foray into Speech Analytics, this is going to be new ground for all concerned; so here we cover off some important points to help you on...

Quality Management technology first appeared in Call Centres around the mid-nineties and for some it is still firmly rooted there whilst for others it has morphed into a more dynamic beast – driving performance, business processes and customer satisfaction. At its most basic level quality management is the process of monitoring and measuring how well agents handle customer transactions but enhance this application with smart technology and now we start to quantify the customer experience and grow the bottom line....

Mention ‘interview recording’ to most people and the image conjured up is an episode of ‘New Tricks’, a hapless soul in a dingy room with 2 detectives and a cassette recorder straight out of 1986 – but it doesn’t need to be that way, especially in the big, bright business world. In 2013 we have a better recipe:- take a liberal helping of interview recording applications, mix in thoroughly with good quality data centres and then serve up as a...

In recent months the Business Systems team have dealt with a number of maintenance enquiries for CyberTech call recording systems and as a fully approved Platinum partner of NICE, we are more than equipped to provide full service, maintenance and upgrade options. Supporting CyberTech versions 5 and 6 we have also been working with organisations with older versions to upgrade to the very latest model to ensure the system can be fully supported and expanded as required. We are currently...

If you currently have a maintenance contract with Business Systems to support your call recording, analytics or workforce management system, then we have some good news! We have just launched our customer case management web portal to give you more control and visibility of your support cases and how they are being managed. How will it benefit you? As well as logging cases online, attachments such as screen grabs can be added and you can keep updated on the progress...

If you’re struggling to fit all your staff into one room or scheduling them to be in one location for a call recording training session then look no further. Business Systems can now provide call recording training for NICE Systems and Red Box Recorders remotely via webinar. For a fixed rate, any number of staff can attend the webinar and from any location, so if you have staff at different sites or in different countries they can still benefit from...

From the plethora of performance enhancing systems that no self-respecting Contact Centre should ever be without, it is always a little challenging for the discerning Contact Centre manager to find their way through the maze. How do you filter the ‘useful from the hype’, the ‘practical from the pretty’ and can you really believe all those ROI calculators? If you are not too sure whether your ‘voice biometrics’ are in tune with your ‘interaction analytics’ or whether your ‘real time...

In this blog we highlight the key elements of a WFM planning real time management strategy and cover some best practice tips. 1) Agree WFM Adherence thresholds When considering schedule adherence in terms of WFM planning, it may be worthwhile rolling it out to a pilot team initially so any tweaks and fine tuning can be made before deploying it to the wider operation. The proposed targets should be discussed and agreed with the Operation. Ensure the agents are aware...

Last Updated March 2020 What is WFM Real-Time management in a call centre? Workforce Management real-time management is proactively managing the contacts and queues “on the day” to ensure service levels and business targets are met. This means taking the resource plan and forecasts and monitoring volumes throughout the day, acting if thresholds are transgressed and enabling service recovery plans if required. You can spend countless hours perfecting a forecast, creating a schedule that matches forecasted workload requirements, or capacity planning...

WFM Scenario Planning – What If... There are a number of different scenarios a workforce planning team will be asked to provide direction for within a business. This may involve long term capacity planning to support target operating models down to intra-day ‘what if’ type analysis. Some examples of WFM scenario planning are: Multi Skilling – what does our skills matrix look like and is it fit for purpose? Site Strategy – what’s the impact of opening our new site? Opening...

When selecting a new voice recording solution most companies will follow a ‘due diligence’ process. This will generally cover areas such as specification, suitability, price, manufacturer pedigree and support credentials, etc. Meshed into this will be the manufacturer’s policy for end-of-life. Whilst not top of the list when purchasing the latest and greatest product offering it is important to remember that most manufacturers will want to keep you running as close to the latest release as possible. This trend of...

Wessex Water is a water and sewage treatment business covering 10,000 square kilometres of South West England. It supplies 1.3m people with around 284m litres of water a day and treats 475 million litres of sewage from 2.7m customers a day. Voted ‘Utility Company of the Year for 2011’ the Customer Service Unit (CSU) based in Bath operates 24 hours a day, 365 days a year and handles over 150,000 calls a year. The CSU’s objective was to monitor and...