Solutions

Workforce Engagement Management Solutions

Workforce Engagement Management Solutions

Talk to us

Empower Your Workforce. Enhance Performance. Drive Efficiency.

Your workforce is your most valuable asset. Ensuring that agents are engaged, empowered, and performing at their best is key to delivering exceptional customer experiences and operational efficiency. Business Systems’ Workforce Engagement Management solutions provide the tools you need to optimise workforce planning, improve agent productivity, and unlock actionable insights—all while reducing costs and enhancing service quality.

Talk to us

Our workforce engagement management solutions

Workforce management

Ensure the right people are in the right place at the right time. Our AI-powered workforce management solutions streamline forecasting, scheduling, and real-time adjustments, helping you manage demand fluctuations and improve efficiency.

Learn More Talk to us

Accurate staffing predictions

AI-driven forecasting for accurate staffing predictions

Optimising agent schedules

Real-time agent schedule optimisation

Automated shift planning

Automated shift planning and self-service options

Efficient schedule adjustments

Intraday automation to dynamically adjust schedules based on real-time demand

Our workforce engagement management solutions

Speech and text analytics AI

Leverage AI-powered speech and voice analytics to extract actionable insights from customer interactions. Detect trends, identify compliance risks, and improve quality assurance.

Learn More Talk to us

Real-time sentiment analysis

Real-time sentiment analysis to enhance customer interactions

Automated compliance monitoring

Automated compliance monitoring and fraud detection

Coaching intelligence

AI-powered insights to improve agent coaching and training

Reporting efficiency

Call summarisation and topic detection to improve reporting and efficiency

Our workforce engagement management solutions

Performance management

Track, measure, and optimise agent performance with real-time KPI tracking, AI-driven coaching, and personalised learning programs.

Learn More Talk to us

Performance insights

AI-powered performance insights and benchmarking

Automated agent coaching guidance

Automated coaching recommendations for agent development

Track engagement & productivity

Customisable dashboards to track engagement and productivity

Features and benefits

Why workforce engagement management matters

Organisations face pressure to balance efficiency with employee engagement. Challenges like high attrition rates, inefficient scheduling, and inconsistent performance monitoring can lead to rising operational costs and declining customer satisfaction.

With Business Systems’ Workforce Engagement Management solutions, you can:

Optimise staffing levels

and reduce inefficiencies with AI-driven forecasting.

Boost agent engagement

through real-time coaching and feedback.

Enhance customer service quality efficiency

with AI-powered insights and analytics.

Ensure compliance

with speech analytics tools that detect risks in real-time.

Increase retention

by identifying and addressing key drivers of agent satisfaction.

Talk to us

A Proven Process in Delivering Workforce Engagement Success

Our team of expert consultants ensure that every solution is tailored to your business needs, seamlessly integrated with existing systems, and delivers tangible results.

01

Discover

We work closely with your teams to understand your workforce challenges. Conducting in-depth discovery to analyse workforce inefficiencies, scheduling gaps and engagement trends.

02

Design

Once we have identified improvement opportunities, we develop a bespoke workforce engagement roadmap. Ensure seamless integration with your existing WFM, CCaaS, and CRM platforms.

03

Deliver

We handle the end-to-end solution implementation, training, and change management to ensure seamless adoption.

04

Perform & Transform

We offer ongoing performance analysis and strategic recommendations to help continuously refine your workforce engagement management strategy.

Why we do it

Our solutions

Our solutions are designed to enhance customer experience, streamline operations, and ensure compliance. our solutions deliver measurable impact.

AI & automation

Effortlessly scale, reduce inbound demand and automate routine tasks with conversational AI and intelligent automation.

CX management

Deliver seamless, omnichannel customer journeys with scalable cloud platforms and integrated tools.

Monitoring & compliance

Record, archive and govern all communications securely to ensure compliance and reduce risk.

Supporting Leeds Building Society with Colleague Engagement

"The Business Systems team really work in partnership with you, as an extension of your team, and they go the extra mile to make sure we are happy and everything fits the brief"

Erweena Humpherson

Operational Optimisation Manager @ Leeds Building Society

Read the case study

Experian® drive business change and customer retention with Analytics

"Business Systems helped us get the implementation right which was all important because this is not a one-off project; it’s a sustainable step-change to our business process."

Chris Barkataki

Strategy Manager, Experian

Read the case study

Tier One Bank

Interaction Analytics – Driving Service Excellence

Read the case study

Equiniti

Equiniti Speech Analytics

"Using Nexidia Speech Analytics has really helped us gain insight into the way our customers interact with us. It has enabled us to really listen to our customers, gain feedback from their calls and enhance our ability to deliver a positive memorable experience."

Gareth Wallis

Continuous Improvement and Insight Manager, Equiniti

Read the case study

Home Group’s WFM Transformation

"We feel that we have been fully supported by the team at Business Systems. It wasn’t a case of ‘Here you go, plug it in’, I was supported throughout in the implementation phase, and beyond. The whole process has been absolutely fantastic."

Gavin Rogerson

Resource Planning Manager

Read the case study

Hastings Direct – NICE CXone Cloud Contact Centre Solution

"Business Systems played a vital role in helping Hastings Direct deliver the platform. No other NICE partner could have helped us do what they did."

Lisa Irons

Head of Operational Transformation

Read the case study
outsourcing_12217131

Best in class

We partner with the world’s leading technology providers, ensuring unbiased recommendations tailored to your needs.

deal_5412708

Expert partner

With decades of industry experience and expertise, we deliver measurable ROI and transformational results.

user-centered_14014390

Customer-centric

We align every solution with your business objectives, ensuring a seamless experience.

checklist_18896524

Compliance first

Our solutions are built to meet the highest regulatory standards.

Frequently asked questions

Your answers

Workforce Engagement Management is a set of tools and strategies designed to optimise workforce planning, agent performance, and employee satisfaction. It includes workforce management, speech analytics, and performance management to drive efficiency and customer service excellence.

A well-managed workforce leads to lower costs, improved efficiency, and higher agent satisfaction. With real-time scheduling, AI-driven coaching, and voice analytics, businesses can reduce attrition, enhance CX, and ensure regulatory compliance.

Workforce Engagement Management is essential for contact centres, financial services, healthcare, retail, and utilities—any organisation that relies on an engaged workforce to deliver seamless customer experiences.

Yes! Business Systems’ WEM solutions integrate seamlessly with CCaaS, CRM, and workforce management platforms, ensuring a unified and scalable workforce strategy.

WEM solutions adhere to GDPR, PCI DSS, and other compliance regulations, ensuring secure data handling and compliance monitoring.

Get in touch

Unlock the power of AI driven customer experience solutions

Ready to transform your operations?

Tell us a bit about yourself