Picture this, a member of staff or worse still a contractor comes in to your offices just days before they are diagnosed with a suspected case of swine flu. Before you know it the aircon system has spread the virus and a significant percentage of your workforce are unable to come in to the office and perform their day-to-day role. This is a typical scenario many of our customers have been planning for the last few months and as part of that process have been asking Business Systems for advice on how to minimise the effect of workforce disruptions whilst supporting their swine flu contingency plans. One of the key tools we have in our kit bag is our remote technical support service, this enables our engineers to remotely monitor the call recording systems we installed on your site, diagnose faults and in many cases fix those faults without having to visit your premises. Not only are your staff protected from the risk of any engineers contributing to the health problem, but we reduce the likelihood of any of our own staff contracting the virus and impacting our own capability to maintain service levels. Many of our existing clients already have this functionality in place and have found that full fault diagnosis can be carried out to a greater level than achieved by phone and with a 40% remote fix rate, faster fault resolution is achievable. As a result of implementing this solution, clients are experiencing reduced downtime and better service levels, which are welcome at any time, whilst less of their technical resource is tied up unnecessarily supervising unjustified onsite visits. The solution provided is secure and audited with controlled access possible via VPN or in accordance with your most stringent security requirements. For those businesses who want to maintain business critical services during any kind of outage, this support option should be seriously considered. If you want to find out more about how we can support your call recording technology, feel free to contact us: 0800 458 2988, [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