The whole drive around PCI compliance is focused at stopping fraud most of which starts from within an organisation and this along with employee theft accounts for just over £1 billion in losses to the UK. Preventing fraud is one part of the equation but so too is dealing with it when it happens, this normally starts with the suspicion of specific individuals and a subsequent investigation process. Investigative interviewing is a delicate area and professionals in this space use specialist interview technology to protect the interests of all parties. Vocal Recorders have recently released ‘IRES’ an updated version of their ‘Interview Recording & Evidence Suite’ to make the process easier. Based on approved government design IRES provides 3 major benefits: 1. REDUCE COSTS – The costs involved in providing an accurate record of an interview can be horrendously high if the business process is poor. Contemporaneous note taking as an example is dangerously outdated by today’s standards; it is responsible for unnecessary administrative costs and flawed results. By contrast an error free recording process saves time and produces professional risk free results. 2. MANAGING RISK is essential. Recording a conversation is the safest way for an organisation to protect themselves should a dispute or a false accusation occur. Having an accurate record of what was said can go an extremely long way in maintaining the integrity of your business and your investigation. 3. IMPROVING THE QUALITY OF YOUR INVESTIGATIVE PROCESS – should be at the forefront of your investigations. By allowing your staff to listen, watch and learn from their previous interviews, best practice standards can be set with goals to be aspired to. Call 0800 458 2988 or contact us to find out how we can help you proactively tackle fraud or theft in your organisation. Written by: Business Systems UK
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it