In this article 01. Interview Recording & Evidence Suite [Last updated: August 2016] Once the exclusive domain of police stations and tribunals, the recording of specific interviews and meetings is now moving into the realm of normal business usage, very much for the protection of all parties and especially so when the relationship is between employee and employer. Following cutting edge development of recording technology for UK police forces, general business has been quick to realise the commercial benefits this technology can bring, in providing an accurate record of critical meetings, in much the same way as call recording has now become the accepted norm in eliminating ‘who said what’ in telephone conversations. Interview Recording & Evidence Suite The IRES platform (Interview Recording & Evidence Suite) was designed to specifically improve the interview process and drive down associated costs. Using the latest software to record interviews as video or audio digital files from either office based interview rooms or mobile devices IRES makes an ideal workmate in today’s mobile world. These files can then uploaded and stored in the network in a secure format, providing a rapid flow of critical information to where it needs to be. Most common uses are HR functions where accusations are made and the need for accuracy is critical. Disciplinary procedures have greater clarity when the system is used and accusations of denial-of-process becomes a thing of the past. As always some ‘out-of-the-box’ thinking person comes up with additional uses and the recorder is also proving to have another life as a brilliant training and coaching tool. The ability to record a ‘role-play’ situation in both audio & video as a standard PC file makes it highly usable in staff development and no more so than in customer facing skills – an area in which you can never have too much improvement! To find out more about the next generation of interview recording technology. 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