Quality Management technology first appeared in Call Centres around the mid-nineties and for some it is still firmly rooted there whilst for others it has morphed into a more dynamic beast – driving performance, business processes and customer satisfaction. At its most basic level quality management is the process of monitoring and measuring how well agents handle customer transactions but enhance this application with smart technology and now we start to quantify the customer experience and grow the bottom line. What Quality Management is NOT: – Reviewing 2 or 3 calls per agent, per month and providing feedback for improvement – Live agent monitoring, listening to calls as they occur and reporting on observations – Scoring and assessing agents, rating specific skill sets on a pre-determined scale The problem with the activities listed above is that they are very one dimensional and agent centric and are not necessarily representative of the customers experience. Whilst they demonstrate an initial willingness to embed some kind of quality process into your organisation, today’s quality management programmes should provide analysis and insights to drive change and not just within the contact centre. Broader reaching programmes should benefit HR departments by determining success and failure of induction programmes; marketing teams with direct voice of customer feedback; and IT teams with insights into usability of their latest application development. It’s not just about identifying flaws in the way your agents handle calls and highlighting training needs, it’s about how you can seek competitive advantage, identify trends that appear first during customer interactions and taking proactive steps to leverage those trends positively for the business. Similarly if you can identify the procedures which frustrate or antagonize customers and detect and fix broken processes, improving the customer experience will become a natural by-product of that. Time to re-visit your quality programme? Contact us to understand what the latest quality monitoring applications can deliver for your organisation call 0800 458 2988 or email us. 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