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 this two-part video case study, hear directly from IGLU on their transformation journey, then learn how Business Systems supported the implementation, adoption and ongoing optimisation of the Calabrio platform. Part 1: IGLU’s customer story How IGLU is using Quality Management, Analytics and Workforce Management to improve operational performance IGLU shares how its contact centre operation has evolved as the business has grown, and how greater visibility, forecasting and insight are helping the team improve performance. In this video, IGLU discusses: The role of the contact centre in supporting business growth Growing demand and increasing operational complexity The need for better visibility, forecasting and planning How Calabrio has changed forecasting, planning and scheduling How Quality Management and Analytics are helping drive performance Operational improvements, including AHT and savings metrics What’s next on the roadmap for IGLU Part 2: Business Systems’ perspective How Business Systems supported IGLU in getting more value from Calabrio In the second part of the case study, Business Systems shares its perspective on supporting IGLU across implementation, adoption and ongoing optimisation. The video explores how Business Systems helped IGLU make better use of the Calabrio platform, supported the early stages of the programme, and continues to work in partnership with IGLU to drive value from Workforce Management, Quality Management and Analytics. Want to explore how this could apply to your contact centre? Speak to our team by filling in the form below. 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 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 10 December, 2024 5 Signs Your Contact Centre Needs to Go Digital First 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
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