How much real business insight can you get from your customer interactions?A wealth of data lies at your fingertips, trapped inside the thousands of phone calls that your agents have with your customers every day. How can you tap into this? Using manual call listening, you are unlikely to ever reach a level of analysis possible to make the time and effort put into this technique worthwhile. You are probably more likely to win the lottery than you are to pick out at random the calls that will tell you the most about your organisation – where opportunities are being missed, customers are being lost and money is being wasted. What is the answer to this difficult problem?Doing nothing is not an option. But what can give you the capability to listen across every call in your contact centre and pick out the information you most need to hear, within minutes? The simple answer is speech analytics. Speech analytics searches across thousands of calls in the time it takes for you to audit one, and then returns the information you want to find – What’s driving call peaks? Why are customers unhappy? Why isn’t the quality monitoring and agent coaching you complete month in, month out, creating the results you need to give your business the competitive edge? Speech analytics will show you not only the pain points you already knew about, but also the ones you would never have known were there. It provides a comprehensive and quantitative overview of the key trends within your contact centres and then gives you the power to drill down to the calls driving these patterns, giving you the power to be a change maker for your organisation. Over the next twelve weeks, this blog will walk through why and how speech analytics can deliver on its promises for delivering profitability and performance for contact centres in any industry. As the case for speech analytics gains momentum and continues to be a hot topic at industry events, these posts will cut through the hype and demonstrate the unmissable value that speech analytics could bring to your business. If you want to see a particular topic or area covered in the coming weeks let us know about it. Want to find out more about how speech analytics captures the voice of the customer, contact Business Systems now. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns