Blog 9 September, 2026 The Limits of Microsoft Teams for Financial Services The Limits of Microsoft Teams for Financial Services By Tracy Hendy Shiels, Solutions Consultant, Business Systems. Microsoft Teams continues to expand across enterprise communications, with Teams Phone now supporting over 26 million PSTN users globally. We’re increasingly seeing financial services clients migrate their voice infrastructure to Teams – but as they modernise, compliance can’t be
Blog 19 August, 2026 WhatsApp Compliance in Financial Services WhatsApp compliance in financial services: why a ban is no longer enough For years, the standard answer to WhatsApp in regulated firms was simple: ban it. Write a policy prohibiting business communication on personal messaging apps, ask staff to sign it, and move on. That approach has now failed publicly, repeatedly and expensively. In 2024,
Blog 18 August, 2026 MiFID II Call Recording Requirements in 2026 MiFID II call recording in 2026: from sampled playback to full surveillance When the Markets in Financial Instruments Directive II came into force in 2018, most firms treated the recording obligation as a technology procurement exercise. Buy a recording platform, switch it on for the trading floor, tick the box. Nearly a decade on, recording
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,
Whitepaper 13 March, 2025 Supporting Vulnerable Customers in UK Contact Centres A Practical Guide to Compliance and Customer Care Ensuring fair treatment for vulnerable customers is not just a best practice—it’s a regulatory requirement. With 53% of UK adults exhibiting characteristics of vulnerability, contact centres must proactively identify and support these customers while ensuring compliance with FCA guidelines. Failing to meet these standards can result in
Whitepaper 27 January, 2025 Future-Proofing the Utilities Contact Centre for 2025 and Beyond Insights from the CCMA Leadership Series – Energy & Utilities The energy and utilities sector is evolving rapidly. With increasing regulatory pressure, growing customer expectations, and the push towards AI and automation, how can contact centres stay ahead? This exclusive report, developed in partnership with CCMA, captures key insights from industry leaders on how to
Whitepaper 23 August, 2024 Evolving Non-Financial Risk Management Across The 3 Lines of Defence to Address New and Emerging Risks Traditional risk management approaches are no longer adequate: The upheaval and instability brought about by the global pandemic and recent geopolitical events have made this evident. Instead, business leaders and their teams need to adopt a more comprehensive and adaptable approach. Download the full report to uncover the emerging non-financial risks organisations facing organisations. Download
Whitepaper 14 May, 2024 The Biggest Risk In Voice Surveillance Isn’t Surveillance For Banks and other financial organisations, running and maintaining multiple legacy & live voice platforms is a costly burden with hidden risks. This in-depth report, sponsored by Wordwatch, outlines how these organisations can, by consolidating their view of legacy voice data: Improve Compliance Mitigate Disparate Data Risks Protect Their Reputation Cut Costs Download the full
Whitepaper 28 March, 2024 WFM Trends & Challenges in 2024 WFM Trends & Challenges in 2024 2024 is bringing waves of changes for contact centres. From advanced technologies to evolving customer needs, staying ahead of the curve is crucial. Explore the key trends and challenges we are seeing in 2024: Harnessing AI and Machine Learning Boosting Employee Engagement Optimising with Data-Driven Insights Supporting Vulnerable Customers
Whitepaper 21 March, 2024 1LoD 2024 Surveillance Benchmarking Survey & Report Crafted in collaboration with 1LoD’s Leaders’ Network, this survey reflects thousands of conversations and consultations with industry leaders. It serves as an essential benchmarking tool for financial institutions worldwide, enabling them to gauge their surveillance practices against industry peers and navigate the evolving regulatory and technological landscape. The report has been compiled with insights provided
Whitepaper 8 December, 2023 Key Digital Trends in the Contact Centre for 2024 Rapid advancements in technology are redefining the ways in which customers and organisations interact. In this whitepaper, we explore seven key digital trends in the contact centre that present opportunities to enhance customer experience. The importance of providing good quality digital conversations – 94% of consumers are frustrated by disjointed encounters with organisations. The power
Whitepaper 15 August, 2023 Consumer Duty – Achieve Positive Outcomes Through Compliance At its core, the Consumer Duty aims to meet customers’ needs and wellbeing, making it a top priority in every decision with the industry. In this short guide, we explore the criteria in more detail, listing ways organisations can help address these needs. Our guide explores: A detailed understanding of the principle How to oversee
Video 27 May, 2026 Webinar: From Insight to Impact – How IGLU Is Using Quality & Analytics to Drive Operational Performance Watch the on-demand webinar hosted in partnership with The Forum, featuring IGLU, Calabrio and Business Systems. In this customer-led session, IGLU shares how they are using Quality Management and Analytics to move beyond reporting and take a more proactive, insight-led approach to operational performance. You’ll hear practical insight into: How quality is evolving from compliance
Video 17 May, 2026 Case Study: How IGLU is Driving Operational Performance with Quality & Analytics As customer demand grew, IGLU needed greater visibility across its contact centre operation, stronger forecasting and planning capability, and deeper insight into customer interactions. Working with Business Systems and Calabrio, IGLU has evolved its use of Workforce Management, Quality Management and Analytics to support better planning, more effective coaching and more data-led operational decision-making. In
Video 12 November, 2025 Automate Growth, Amplify Impact: The Power of Proactive AI Operational efficiency is more than just cutting costs. It’s about enabling smarter, faster, and more effective engagement at scale. Manual outreach often struggles to keep up, leaving organisations juggling efficiency with quality of experience. Proactive AI provides a better way forward. By combining automation with intelligence, it not only streamlines multi-channel engagement but also ensures
Video 17 July, 2025 5 Ways to Transform Workforce Planning Using Interaction Analytics (On Demand Webinar) Still relying on historical reports to forecast? Watch the on-demand recording to see how live conversation data sharpens forecasts, schedules and coaching—giving planners a competitive edge for 2025. In this exclusive webinar, Business Systems CX consultant Steven Fowler reveals how to: Surface the real drivers of contact demand Blend voice & text analytics with history
Video 17 July, 2025 AI Adoption Strategies: Choosing the right path to ROI (On-Demand) Still debating where AI fits into your contact centre? Watch the on demand recording to compare assistive augmentation with automation-first models—and see which delivers measurable ROI faster. In this exclusive webinar, Head of Delivery, Barry Webb and Jamie Sullivan, our CX consultant will talk about: A practical comparison of augmentation vs automation-first strategies The truth
Video 18 March, 2025 How AI-Powered Voice Analytics Ensures Compliance and Empowers Agents With 53% of UK adults exhibiting characteristics of vulnerability, managing customer interactions ethically and efficiently is more important than ever. The Financial Conduct Authority (FCA) mandates that businesses proactively identify and support these customers – yet, many contact centres struggle with compliance, agent enablement, and ensuring a seamless customer experience. In this exclusive webinar, Customer
Video 12 March, 2025 Watch On-Demand: Proactive Contact for CX and Efficiency Discover how proactive engagement can reduce inbound contact and enhance customer experience. Proactive contact isn’t just about reaching out—it’s about delivering value. From status updates to self-service guidance and personalised offers, using the right channels at the right time can improve efficiency, drive engagement, and build long-term loyalty. In this recent CCMA online seminar, industry
Video 10 December, 2024 5 Signs Your Contact Centre Needs to Go Digital First Is your contact centre struggling with high call volumes, customer churn, and increasing operational costs? In this webinar, Business Systems and Teneo.ai explore the five critical signs that indicate your centre is ready to shift to an AI-powered, agentless model. As customer expectations evolve at an unprecedented pace, adopting AI-driven automation is no longer optional—it’s
Case Study 26 November, 2025 How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive Engagement With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while supporting colleagues in the best possible way.
Case Study 23 September, 2025 Supporting Leeds Building Society with Colleague Engagement With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while supporting colleagues in the best possible way.
Case Study 25 November, 2024 Experian® drive business change and customer retention with Analytics Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
Case Study 25 November, 2024 Interaction Analytics – Driving Service Excellence The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
Case Study 25 November, 2024 Equiniti Speech Analytics Equiniti needed to obtain better customer insight and optimise their processes. They wanted to be able to identify issues and processes which could be improved within their Customer Experience Centre.
Case Study 25 November, 2024 Home Group’s WFM Transformation Despite its high commitment to service quality, Home Group was facing challenges in its contact centre due to its former Workforce Management (WFM) tool tool reaching the end of its serviceable life.
Case Study 17 August, 2023 Hastings Direct – NICE CXone Cloud Contact Centre Solution Facing the end of a long-term contract for its existing contact centre architecture, and with a passion to renovate its existing operations to achieve business transformation, Hastings Direct decided to make the major move to the cloud with NICE CXone
Case Study 6 April, 2022 Integrated Care 24 (IC24) Nexidia Speech and Text Analytics IC24 was looking for a Speech and Text Analytics solution that would provide consistent reporting and deliver insights across its contact centres, whilst integrating with its existing patient management system, CLEO.
Event 4 June, 2025 AI Adoption Strategies: Choosing the Right Path to ROI Ready to adopt AI in your contact centre—but not sure where to start, or how to prove the value? In this strategy-focused webinar, we break down two core approaches to AI adoption—the “assistive” hybrid model that augments your existing workforce, and the “digital-first” automation-led model that reimagines service delivery. Whether you’re planning your first investment
Event 24 April, 2025 Meet Business Systems at the Customer Experience Strategy Forum 2025 Empowering CX leaders to innovate, automate and elevate. We’re excited to join the Customer Experience Strategy Forum 2025 — an exclusive, invite-only event uniting CX, marketing and digital transformation leaders to explore the future of customer experience. Why Attend? ✔ Connect with Senior CX Decision-MakersJoin a hand-picked community of CX leaders, Chief Marketing Officers, and
Event 24 April, 2025 Join Business Systems at the Social Housing Strategy Forum 2025 Driving innovation in social housing through automation and AI. We’re excited to share that we will be attending the Social Housing Strategy Forum 2025—an exclusive, invite-only event bringing together senior leaders from across the sector to tackle the biggest challenges in housing services with NICE. Why Attend? ✔ Meet Housing Leaders & InnovatorsConnect with senior
Event 20 February, 2025 Join Business Systems at NICE Interactions 2025 International We’re excited to share that Business Systems will be sponsoring NICE Interactions International 2025, the biggest in-person customer experience event of the year. Join us at the world-renowned Twickenham Stadium as we connect with over 800 decision makers from leading industries including banking, insurance, telecommunications, utilities, hospitality, and travel. Why Attend? ✔ Discover Best Practices
Event 18 February, 2025 Join Business Systems at the CCMA Online Seminar Take Control of Your Contact Centre Demand New CCMA research shows that consumers welcome proactive engagement—when it benefits them. Whether it’s status updates, resolving queries, or offering self-serve guidance, the key lies in using insights to engage through the right channels, at the right time. In today’s contact centres, where cost efficiency and customer experience
Event 14 February, 2025 Join Business Systems at the Customer Experience Conference 2025 Customer expectations are evolving, and businesses must adapt with next-level AI, automation, and personalisation to deliver seamless, high-impact customer experiences. Join Business Systems at the 10th Annual Customer Experience Conference, where CX leaders from across industries will share insights on how to leverage AI, automation, and data-driven strategies to transform customer engagement. What’s on the
Event 14 February, 2025 The Forum 2025 Spring Conference The Spring Customer Strategy & Planning Conference is The Forum’s flagship event, bringing together industry leaders to explore best practices, innovation, and practical strategies for enhancing customer operations. Meet Business Systems at The Forum Conference We’ll be on hand to discuss how our Workforce Engagement and AI and automation solutions can help contact centres: Optimise
Event 27 January, 2025 Engaging silent customers and improving CX with Proactive Outreach This event has now taken place. To access the on-demand recording of this webinar, enter your email address below. Do you assume your quiet customers are okay? Organisations often misinterpret customer silence as satisfaction, and in doing so accept the significant price of those assumptions. Quiet can mean disengaged, or unsatisfied, leading to churn, cancellations,