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 operation the efficiency of the CSC is measured by the way we receive, dispatch and rectify faults as well as monitoring installations and projects. As the complexity of our products has changed over the years so we need to adapt our working practices to best suit the demands of the present and next generation technology. New personnel have been added to create dedicated teams so that more immediate focus can be given to call handling & case management. The higher ratio of staff will ensure that the time between the customer enquiry and engaging the most applicable technical resource will provide faster fix times and shorter project cycles. Each geographical area now has its own dedicated team of customer service coordinators ensuring customer SLA’s are met. In addition, by using remote monitoring Business Systems can provide 24/7 alarm reporting for customers with high dependency SLA’s. In most cases alarm faults are resolved by Business Systems on-line duty technicians before the customer is even aware that there was a problem! Business Systems is proud of its quality record attaining ISO 9000 in 1996 and more recently in 2010 the ISO 27000 standard for data security. Currently the CSC team is now working towards an ITIL like standard to achieve even more efficient processes in IT service management. With more technical support engineers than any of our direct competitors (including manufacturers) we have the widest UK coverage and will be on hand whenever you need us. To find out more call 0800 458 2988 or email [email protected] 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