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 a necessity for contact centres looking to improve customer satisfaction, reduce churn, and scale efficiently. This webinar outlines the practical steps required to recognise when your contact centre is primed for digital transformation. Learn how to leverage AI and LLM orchestration to streamline processes, enhance scalability, and deliver a seamless customer experience, all while optimising costs and resources. Learn about contact centre solutions that have proven results, including achieving over 80% automation across channels, reducing full-time equivalents by 30%, and deflecting 95% of calls. Whether your organisation has already started automating or is considering a full overhaul of your contact centre strategy, this session provides a roadmap for making the transition successfully. Watch now to learn about: Reducing Customer Churn: Learn how AI can enhance the customer experience by offering 24/7 service and personalised interactions, ultimately reducing churn. Scalability: Discover how AI enables your contact centre to handle growing demand without requiring additional human agents, even during peak times. Cost Optimisation: See how transitioning to an agentless model reduces operational costs while boosting efficiency, including a 30% reduction in FTEs. LLM Orchestration: Understand how advanced AI models can seamlessly integrate with your existing infrastructure to deliver smarter, faster service without the need for major system overhauls. Empower Agents: Free up your agents to focus on high-value interactions while AI takes care of routine queries. Enter your details to access the on-demand recording: Share this on socials
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 12 June, 2024 Calabrio Community Forum | June 2024 Business Systems is back with another instalment of the popular Calabrio Community Forum series, hosted by WEM Consultant Shaunna Wilson. Then join Shaunna as she: Shaunna is also joined by special guest Gavin Rogerson, Resource Planning Manager at Home Group, a leading housing association and social enterprise organisation. Gavin shares his story of how he