All white papers & guides

The importance behind understanding customer intent is anything but new. Its been a topic of discussion for the last 10-15 years. But brands are still grappling with the 'why'. 'Why' are my customers getting in touch in the first place? By truly understanding customer intent, organisations can delve deeper into the customer journey and personalise the customer experience. In this short guide we explore the importance of customer intent and the risks associated with overlooking it. Our guide explores: Benefits...

Are you on top of the compliance curve? Earlier this year, the team at Business Systems met with and listened to more than 20 individual company Compliance, IT and Surveillance heads to collectively share challenges, insights and regulations shaping trading floor compliance and review innovative methods in which these challenges have been addressed. Our guests voted on their top 3 challenges - we've highlighted these below as something to consider as part of your voice & data compliance strategy in...

Is your CX strategy the best it can be? The team at Business Systems, met with and listened to more than 25 companies uncovering 8 key challenges experienced within their contact centres. Voters at a subsequent client event, in varied CX roles across many contact centre verticals, then discussed and went on to vote for their top 3. In this short guide we explore all each of the 8 challenges in more detail. Our guide explores: Each of the 8...

The regulatory landscape is constantly evolving. From managing reputational and organisational risk, to ensuring security measures and concerns are efficiently controlled, firms are constantly on the lookout to ensure compliance. It's more important than ever that financial firms address these obstacles to ensure compliance is at the forefront of everything they do. Download our whitepaper to find out more about these challenges. Our whitepaper covers: Challenge #1: Addressing RiskChallenge #2: Cloud SecurityChallenge #3: Compliance Balancing Act

Rapid, transformative change has swept the contact centre these past few years. The acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies has driven change within the contact centre. With the 'Great Resignation' sweeping the workforce, it's now more important than ever to understand changes from an agent's point of view. Download our guide for the latest trends including: Why agent stress levels are risingWhich technologies are helping agents - and which technologies...

By 2025, millennials will comprise 75% of the workforce, forcing companies to adjust workforce management tactics. Research and reports have shown that employee turnover is the No 1 challenge when employing millennials. To address this issue, contact centres need to look at how the needs and wants of millennials differ from older generations. Using this knowledge, contact centres will be able to reduce attrition rates while increasing company performance. To keep on top of the curve, download this eBook and...

The COVID-19 pandemic has profoundly affected the ways in which people live. Between December 2020 and April 2021, we surveyed over 11,000 consumers to better understand how the COVID-19 pandemic affected their health, happiness, social and professional interactions. The findings were that the connected customer experience is now more important than ever. Download our report and find out how people’s feelings and expectations have changed over the course of the pandemic and what that means for how companies engage with...

Digital customer engagement is evolving faster than ever before. According to a 2020 survey from McKinsey & Company, consumers’ rate of digital adoption accelerated by three to four years in just over a few months. This year, customers will spend 25% more with companies that get digital transformation right. While digital channels like web chat, social messaging apps and chatbots hold tremendous potential for customer engagement and support, customer experience leaders often feel they’ve yet to realise the full potential...

The events of 2020 profoundly changed the way we live, the way we work and the way we do business. Contact centres and customer support teams often were on the front lines, rising to the occasion despite the pressures of sudden remote work requirements, rapid technology changes and sensitive customer scenarios. This has changed business requirements and priorities for contact centre technology. Download our guide and discover what is driving the rapid innovation and how organisations are already putting those...

Artificial Intelligence (AI) is a huge buzzword for a broad range of technology and functions. Many organaisations may already be using AI. Or they are already aware of the common contact centre use cases for AI. But how much do organisations really know about this term? Demystify how AI works in the contact centre by downloading this guide.

Deploying the technology of everyday chatbots can work wonders for your contact centre agents and customers. In fact, in 2020, we saw the use of chatbots skyrocket as call volumes soared during the global pandemic and leaders turned to this technology to help their customers and agents. Not only is chat and chatbot customer service now accessible for all, but with 50% of businesses now offering this, customers have now also come to expect it.  Download our guide to help...

Upgrading to a cloud contact centre is becoming a crucial way forward in how businesses operate. Ensuring effortless customer experiences that exceed expectations is critical to a contact centres success. But call centre software that manages systems and customer channels separately can make this extremely difficult to do. Is your current contact centre setup making your job harder than it should be? If so, download this guide to see if now is the right time to level up to a...