In this article 01. Do you assume your quiet customers are okay? 02. Access the On-Demand Webinar Now. This event has now taken place. To access the on-demand recording of this webinar, please click this link. Do you assume your quiet customers are okay? Organisations often misinterpret customer silence as satisfaction, and in doing so accept the significant price of those assumptions. Quiet can mean disengaged, or unsatisfied, leading to churn, cancellations, and increased costs Customer expectations are evolving rapidly – increasingly demanding seamless and personalised interactions. Businesses must proactively keep consumers engaged in conversation and learn what each customer needs without asking them to reach out. In doing so, increasing operational efficiency, and adding no additional burden on the contact centre. According to Gartner: “By 2025, proactive customer engagement interactions will outnumber reactive customer engagement interactions.” To deliver the best possible services, businesses must learn how to anticipate their customers’ needs – even before they do. In doing so, transforming customer contact from a reactive to a proactive service – substantially improving customer experience, increasing operational efficiency, and offering a lifeline to their overwhelmed inbound contact centres. In this webinar, Hamish Cliff, Head of Client Success at Business Systems, Barry Webb, Business Systems’ Senior Digital Transformation Strategist and Mark Smith, CEO at ContactEngine explore how organisations can enhance their CX through the strategic implementation of Proactive Conversational AI. Provoking many more customers to engage than otherwise would have, to remove the assumption, reduce costs, increase revenue, and dramatically improve CX. Leading customers into the future of brand communications, where they don’t even need to ask. What you will learn: The art of Proactive Engagement: how anticipating and addressing customer issues before they escalate leads to enhanced customer satisfaction, loyalty and reduced operational costs. Introduction to Proactive Conversational AI: participants will gain a comprehensive understanding of the core principles and functionalities of Proactive Conversational AI, the benefits, and the difference between proactive and reactive approaches including when to use each of them. The State of Customer Experience: a deep dive into current challenges in delivering exceptional CX and identifying the impact of proactive engagement. Cost Saving and Increasing Revenue: how a more proactive communication approach can positively impact commercial outcomes. Implementation Strategies: how organisations starting their Proactive Conversational AI journey can develop a roadmap for success. Addressing common implementation challenges and best practices. Implementing the Right Technology: Learn how the right technology can ensure up to 97% of customers are engaged in proactive conversation, improving containment rates. Discover how AI-powered chatbots and virtual assistants can handle routine inquiries, freeing up human agents to focus on more complex and emotionally charged customer interactions. How, together, Business Systems and ContactEngine are helping organisations transform CX by delivering consistent, personalised, and effective customer engagement across the entire customer journey. Access the On-Demand Webinar 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