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For organisations in regulated industries, voice and data is not only key to operational success, but also compliance. Skills required to unlock the value of voice and data are complex. Not to mention the technology required as financial organisations grapple with legacy infrastructures and scalability challenges when transitioning to the cloud.  Voice and data remains at the top of many financial organisations priority list when keeping up with compliance, regulation and employee conduct.  After meeting with and listening to more...

The customer experience (CX) landscape is constantly changing.  New competition, new technology and rising expectations from both clients and employees means the CX journey presents high-risk challenges, but also high-growth opportunities for organisations.  If organisations get it right, they can recruit an army of external and internal brand ambassadors. If organisations get it wrong, the stories of bad customer service and disappointing products can ravage their way through social media networks, damaging a brand's reputation in a matter of hours. ...

I’m what you would call a ‘boomerang employee’. I left Business Systems in 2019 and nearly 4 years later, I’ve made a comeback. Having started my Apprenticeship Scheme as ‘Dale - a young and inexperienced 17 year old’,  I spent the rest of my teenage years and most of my twenties at Business Systems. I started off as a Trainee Workshop Engineer. A few years later, I moved up into the role of Technical Support Engineer, and then Project Engineer,...

How well do you actually know your customers? I’m talking about understanding each and every part of their purchasing journey. What frustrated them? What made them happy? Which part made them buy from you in the first place? If you can answer these, you’re way ahead of the curve, because  according to Microsoft, 53% of consumers believe their feedback doesn’t go to anyone who can act on it. From my experience of working in multiple contact centres, understanding customer intent...

We absolutely loved celebrating National Customer Service Week.  It’s always a good opportunity for our Teams to take a step back and recognise their achievements and just how far they have all come as well as share their expertise and advice. Our celebrations have kept us busy, with a selection of insight around technology, statistics and top tips, through to shining the spotlight on our internal service teams.  Here’s a recap: Monday 3rd October - The Human-Tech Interface We kicked...

*Written by our very own Shaunna Wilson - WEM ConsultantPoor mental health is costing contact centres almost £1 billion each year. Agent burnout and motivation is an ongoing concern, and something which is repeatedly being mentioned in conversations I am having with clients. If you’re struggling with agent burnout, here are my top 3 pointers to help overcome this. 1. Speak to your agents I hosted our first Calabrio Community Forum of 2022 a few months back. Not surprisingly, hybrid...

Analysing the human voice, can help unearth the root cause of experiences, concerns, problems, reduce costs, identify key behaviours, and better understand the client’s perspective. Integrated Care 24 (IC24) are a great example of how this works in action. Using transformative digital tools and applications, IC24 helped elevate the patient's voice through the use of Speech and Text Analytics. Analytics technology has been available for organisations for a good number of years. However, many organisations have struggled to embed this...

Ten years ago, our working days of communication were heavily reliant on phone calls or email. Fast forward to the present day, our communication methods have been transformed by the addition of collaboration tools and instant messaging platforms such as Microsoft Teams, Zoom, Slack, and WhatsApp. These systems have dominated the way we work and communicate. However, for organisations in regulated industries, the adoption of platforms  such as these, could be the recipe for a non-compliance nightmare. For many firms,...

In Europe alone, the number of Electric Vehicles (Battery electric + Plug-in hybrid electric) for 2030 is estimated to be around 29 million. The EV industry has officially taken off, and if you’re in the market considering the switch to electric, the choices are endless. But what would help push you over the line when choosing which brand to go for? Could a good customer experience (CX) be one? The Power Behind a Good Customer Experience Research states that 86%...

To meet the needs of today's empowered consumer, organisations need to embark on a customer experience (CX) transformation journey. A Haven to Share CX Challenges To help organisations along this journey, we’ve been running exclusive CX transformation led networking events. By sharing challenges and best practice methodologies, we’ve created a ‘safe haven’ for thought leaders within the contact centre space. A space to share CX insight, drive efficiency and connect with like-minded peers. Attended by Customer Experience and Contact Centre...

The Pandemic has accelerated digital adoption For many years contact centre experts have talked about the idea of cloud contact centre technology being the solution for true omni-channel customer experiences as well as a solution for remote working. However, 2021 was the year we really saw organisations putting their money where their mouth is. The reason for organisations doubling down on digital innovation has mainly been due to the unprecedented events of the pandemic. Amongst all the changes we’ve had...

What is WFO software? In short, WFO (Workforce Optimisation) is a business practice that focuses on improving efficiency and workforce performance. It encompasses multiple call centre software technologies to enable an organisation to save money and more importantly save time for the customer. Contact centres use WFO technology to enhance the customer experience. This can be done by automating processes and increasing data visibility. What is the difference between Workforce Management (WFM) vs Workforce Optimisation (WFO) Workforce Optimisation (WFO) and...