We recently held a forum with the Institute of Customer Service at Axa Wealth offices in Basingstoke and thanks to some audience participation we took away some helpful tips we thought we’d share with you, so here goes… Some of our presenters on the day…. Consider tying in the number of agent evaluations you conduct to experience and performance – For new agents plan in more call evaluations and adjust evaluation efforts based on progress and aptitude Think about how you can make your agents life easier – Consider scheduling by preferences, car sharing, coordinating with school runs or even organising company buses if there is limited onsite parking Let agents select calls – encourage agents to highlight the calls (good or bad) with the agreement to then not grade that particular call, but do share the learnings Understand that different people are motivated by different things – Learn what your agents want, communicate with them and recruit for different mixes of people, so they can all bring different elements to the team Want to know more about using technology to improve staff scheduling? – call 0800 458 2988 or contact us for a copy of the full key learnings and outcome document. 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 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