Modernising Retail Contact Centres for Seamless Customer Experience

Today’s retailers face rising customer expectations for seamless, personalised service across every channel. Business Systems helps retail organisations build agile, customer-centric contact centres that streamline operations, empower teams, and scale effortlessly to meet demand – while reducing costs and protecting margins.

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Strategy

Delivering Agility, Efficiency & Exceptional Customer Service

We help retailers modernise contact centre operations, reduce handling time, and enhance loyalty through exceptional service delivery.

Solutions

Effortlessly Scale to Meet Peaks in Demand

Retailers experience spikes in traffic and enquiries during key events—from sales to new launches and seasonal demand.

AI-Powered Automation

Handle order updates, FAQs, and delivery queries without human intervention.

Forecasting & Workforce Planning

Scale operations ahead of peak periods.

Proactive Notifications

Automate updates around stock, delivery, and store availability.

Enquiry Automation & Self-Service

Reduce agent load and wait times during busy periods.

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Solutions

Reducing Contact Centre Costs & Improving First-Time Resolution

Manual processes and siloed systems lead to longer calls, repeat contacts, and missed upsell opportunities.

Conversational AI & Chatbots

Provide instant resolution and accurate order tracking.

Omnichannel Retail Communication Platforms

Consolidate channels into one unified platform.

Smart Routing

Send each query to the right agent, team, or store based on context.

Speech Analytics

Identify reasons for repeat contact and improve first contact resolution.

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Solutions

Enhancing Customer Experience at Every Touchpoint

Customers expect responsive and personalised service across all channels.

Real-Time Agent Guidance & Sentiment Analysis

Support agents with next-best actions.

Personalised customer experience.

Provide relevant information to customers based on their specific needs

Seamless Digital Journeys

Enable continuous experiences across devices and channels.

Proactive Customer Engagement

Anticipate your customer needs and contact them  before they need to contact you

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Solutions

Optimising Team Performance Across Customer Service Operations and Contact Centres

Empowering customer-facing teams across locations is key to delivering unified brand experiences.

Workforce Engagement Solutions

Forecast, schedule, and manage staffing across in-store and digital teams.

Agent Coaching & Live Assist Tools

Improve quality of service with in-the-moment support.

Performance Dashboards & Analytics

Monitor KPIs and track continuous improvement.

Gamification & Skills Development

Motivate staff and drive service consistency.

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Transforming Retail Contact Centres: A Strategic Approach

We help retail organisations optimise operations, elevate customer experience, and future-proof their service models through a proven five-stage framework:

01

Discovery

Understanding Your Retail Operation

What We Do:

  • Workshops with CX, contact centre and ecommerce teams
  • Analysis of order journeys, returns processes and service gaps
  • Identification of quick wins and long-term improvement opportunities
02

Design

Building Seamless, Scalable Retail Experiences

What We Do:

  • Tailored customer journey workflows
  • Omnichannel integration strategy
  • Tech roadmap aligned to brand objectives and service KPIs
03

Deliver

Seamless Implementation & Staff Enablement

What We Do:

  • Agile rollout across teams, stores and digital platforms
  • Staff training and onboarding for fast adoption
  • Best-practice methodologies for efficient deployment
04

Perform

Continuous Retail Service Optimisation

What We Do:

  • Real-time analytics to track CX performance
  • Regular service reviews and optimisation workshops
  • Identification of inefficiencies and missed revenue opportunities
05

Transform

Future-Ready Customer Engagement

What We Do:

  • AI-driven recommendations for self-service, loyalty and upsell
  • Support for emerging channels and innovations
  • Ongoing partnership to evolve with your business

Our other solutions

Relevant Solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. Whether you’re looking to leverage AI for automation, optimise workforce management, or implement robust compliance measures, our solutions deliver measurable impact.

AI & automation

Transform your customer interactions with cutting-edge AI-driven solutions that enhance efficiency and engagement.

CX management

Deliver exceptional customer experiences with cloud-based contact centre platforms.

Workforce management

Optimise workforce planning and performance to create an engaged, productive contact centre.

Supporting Leeds Building Society with Colleague Engagement

"The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief"

Erweena Humpherson

Operational Optimisation Manager @ Leeds Building Society

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Experian® drive business change and customer retention with Analytics

"Business Systems helped us get the implementation right which was all important because this is not a one-off project; it’s a sustainable step-change to our business process."

Chris Barkataki

Strategy Manager, Experian

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Tier One Bank

Interaction Analytics – Driving Service Excellence

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Equiniti

Equiniti Speech Analytics

"Using Nexidia Speech Analytics has really helped us gain insight into the way our customers interact with us. It has enabled us to really listen to our customers, gain feedback from their calls and enhance our ability to deliver a positive memorable experience."

Gareth Wallis

Continuous Improvement and Insight Manager, Equiniti

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Home Group’s WFM Transformation

"We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic."

Gavin Rogerson

Resource Planning Manager

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Hastings Direct – NICE CXone Cloud Contact Centre Solution

"Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did."

Lisa Irons

Head of Operational Transformation

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Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

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Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

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Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

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Compliance first

Our solutions are built to meet the highest regulatory standards.

Frequently Asked Questions (FAQs)

By enabling omnichannel support, real-time personalisation, and automation, retailers can reduce wait times, resolve queries faster, and deliver a consistent brand experience.

They integrate data across platforms, automate routine tasks, and ensure consistent service delivery—reducing inefficiencies across contact centres and store teams.

Unified communication platforms and real-time dashboards empower cross-functional teams with the information they need to serve customers efficiently and consistently.

Yes. Our solutions are built to scale with your needs—supporting seasonal peaks, multi-brand portfolios, and international expansion with ease.

Speak to our experts today and discover how Business Systems can transform your retail communications strategy with scalable, AI-powered solutions that improve customer satisfaction and streamline operations.

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Elevate Customer Experience While Ensuring Compliance

Speak to our experts today and discover how Business Systems can transform your organisation with customer centric solutions that improve CX, improve operational efficiency and support regulatory compliance.

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