In this article 01. Quality Management and Voice Recording Case Study 02. Workforce Optimisation Case Studies Quality Management and Voice Recording Case Study Tesco, the UK’s largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality management software and NiceLog digital voice recording and screen capture platform, provided by Business Systems. Tesco operates 2,291 stores around the world and employs 296,000 people. To support its growing customer base, Tesco employs 700 representatives, known as Customer Service Managers (CSMs), predominantly based at a contact centre in Dundee. Steve Powell, Operations Manager at Tesco explains why Business Systems was chosen: “Business Systems differed from the other suppliers as their solution offered screen capture. The company offered a well-established presence in the UK market place with existing blue-chip customer references.” Following the system installation, Tesco engaged the services of Business Systems’ contact centre consultancy division to ensure maximum return on investment. A Business Systems consultant initially carried out a ‘Development Needs Analysis’ (DNA) of Tesco’s performance management. The DNA led to Tesco engaging the Business Systems consultant to design bespoke excel evaluation reports for the CSMs, team leaders and senior management. These tailored and automated excel reports have enabled Tesco to cut down the time taken by team leaders to evaluate performance, by half. Stephen Powell explains further: “As team leaders can now evaluate CSMs themselves; they can retrieve, listen to and score calls at their desk at convenient times, leading to huge productivity savings.” Workforce Optimisation Case Studies To browse more recent case studies, check out the following: Zen Internet – Workforce Management Case Study Equiniti – Speech Analytics Case Study UK Power Networks – Workforce Management Case Study Written by: Business Systems UK
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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.
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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