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Contact Centre Technology

Workforce Engagement Management Solutions

Our Workforce Engagement Management Solutions (WEM) are the evolution of the established Workforce Optimisation (WFO) market and are designed to improve performance, quality, and customer satisfaction.

Innovative Workforce Engagement Management (WEM) Solutions

At Business Systems, we have been providing Workforce Engagement Management (WEM) solutions globally to large contact centres for well over a decade. We work with some of the leading Workforce Optimisation providers in the industry including Calabrio, NICE inContact, NICE and Verint. Our range of solutions encompass Workforce Management (WFM), Cloud Contact Centre Platforms, Quality Monitoring (QM), Speech Analytics (Interaction and Data Analytics), Back-Office Workforce Optimisation (BOWFO) and Robotic Process Automation (RPA).In addition, our Wordwatch solution acts as an integration or extraction tool for customers who need call recording information to directly extract into their chosen analytics or WEM system.

Our focus on change-management and the implementation of good working practices means we deliver real value to our customers by supporting them through the entirety of the project lifecycle; covering everything from system selection to implementation, right through to operational improvements, culture integration and long-term health checks.

Our solutions have been globally deployed across some of the largest contact centres and back-offices where we have worked with the likes of Boohoo, So Energy, Wessex Water, Royal London and NATS (National Air Traffic) to address challenges around agent experience and performance, and customer experience and satisfaction. 

Workforce Management (WFM)

Why Choose Business Systems?

Because we have a wealth of experience in the contact centre market and in particular around the applications such as WFM, QM and Analytics. We offer independent and impartial advice when it comes to finding the best fit solution for your business.

Our dedicated team of in-house consultants all have real-life contact centre experience and have an in-depth understanding of the tools that can drive improved customer experiences and operational efficiencies.  

  1. Largest team of Workforce Engagement Management consultants in the UK, who are the key to making the technology work for you
  2. Over 30 years’ experience in the Contact Centre Sector
  3. Partner with key suppliers to ensure tight integration with the underlying technology layers
  4. Focus on change management and the implementation of good working practices to produce a higher operational yield
  5. Employ formal methodologies to evolve and monitor operational, business and process requirements to meet ROI targets

Workforce Engagement Management Insights

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