In this article 01. Humanise the workplace series – Workforce Management (WFM) 02. MyTime Mobile App – Part 1 03. Calabrio Teleopti Workforce Management: MyTime Mobile App 04. Benefits of Calabrio Teleopti WFM MyTime App Humanise the workplace series – Workforce Management (WFM) MyTime Mobile App – Part 1 Employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules. They want to be able to take control of their work patterns. As an organisation, these factors need to be considered particularly with the millennial generation, resulting in improved employee engagement and a reduction in agent and customer attrition. Call centre software such as Workforce Management (WFM) can help to encourage these values. As well as helping to ensure the right staff with the right skills are available at the right time, with smart workforce planning, workforce management functionality also encourages a positive and motivated workforce. Related Content [Whitepaper]Millennials in the Contact Centre Workforce Calabrio Teleopti Workforce Management: MyTime Mobile App With Calabrio Teleopti’s agent empowering self-service portal – MyTime – (accessed via Mobile App & Web), agents are able to stay informed of their upcoming schedules as well as changes. The portal not only works in line with ensuring targeted service levels, it also maintains a healthy work-life balance and creates a direct communication path between resource planners, supervisors and agents. With Calabrio Teleopti WFM MyTime App, agents are able to: Submit overtime availability Trade shifts Request holiday or absences Receive swift authorisation which helps increase employee engagement and loyalty Benefits of Calabrio Teleopti WFM MyTime App Maintain a unified workforce Ensure schedule information is up to date and synchronised, resulting in higher accuracy, better resource planning and less confusion or mistakes when it comes to work patterns Achieve employee engagement Humanise the process of scheduling by empowering your agents. Keep them informed of their schedule, allow them the responsibility of changing or trading shifts. Embrace automation for efficiency Automatically approve or deny shift requests and trades based on skill-traffic demand. Focus less on administration, but more on business needs and analytics. Stress less Agents won’t have to worry about waiting too long for request decisions.*Agents can report all absences/illness through the app, meaning planners/supervisors are instantly updated in real time, ready to act in line with the day’s activities. Interested in finding out more about Workforce Management? Speak to our Team! About Calabrio Teleopti & Business Systems As top global providers of Workforce Management, Business Systems (UK) Ltd and Calabrio Teleopti work together to provide across the board services in Workforce Management for operational consultancy, technical implementations and training, culminating in improved customer satisfaction, employee engagement and maximised ROI. Written by: Business Systems UK
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it
Blog 4 November, 2025 End-of-Life Voice Recording Systems: Why Doing Nothing Is No Longer an Option in Voice Data Compliance Across regulated industries, a silent risk is growing. As legacy voice recording platforms reach end-of-life (EoL), they don’t just age, they expose organisations to compliance blind spots, data integrity issues, operational fragility and accrue mounting maintenance costs. Ignoring unsupported systems is no longer a harmless oversight; it’s a calculated compliance gamble. With regulators tightening oversight
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
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.
Blog 16 July, 2025 Unlocking the Power of Conversation: How Interaction Analytics Is Reshaping Contact Centre Workforce Planning Contact centres are no longer just cost centres – they’re goldmines of actionable insight. And in 2025, forward-thinking customer contact leaders are discovering that the most untapped resource in their operations isn’t in headcount or tech—it’s the conversations they’re already having. Welcome to the era of interaction analytics. With the power to transform how you
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