Tag Archives: Business Systems

Guide: Business Continuity & Disaster Recovery in the Contact Centre

13th July 2020: Disasters and their effects on contact centres can come without warning and impact your company’s image and bottom line. If you haven’t implemented a disaster recovery or business continuity plan, your contact centre platform might not have the scalability and flexibility needed to respond to the situation. Continue reading Guide: Business Continuity & Disaster Recovery in the Contact Centre

Resilient plc and Business Systems (UK) Ltd partner to address market demand for GDPR and MiFID II compliance solutions

Resilient plc and Business Systems (UK) Ltd, announced a strategic partnership to address the growing market demand for call recording solutions enabling compliance to both MiFID II and GDPR. These forthcoming regulations, due to come into UK law in January 2018 and May 2018 respectively, place great demands on organisations that need to record their business telephone calls, with significant penalties for firms that are non-compliant. Continue reading Resilient plc and Business Systems (UK) Ltd partner to address market demand for GDPR and MiFID II compliance solutions

Business Systems releases survey results on Workforce Management adoption in UK contact centres

PRESS RELEASE: Business Systems (UK) Ltd, a leading independent call recording and workforce optimisation specialist released results of its new survey of 100 contact centre professionals, about their workforce management adoption and challenges. As detailed in the report “The State of Workforce Management in Contact Centres – 2016”, the research reveals that despite the significant improvements in the technology, adoption of workforce management solutions within contact and customer service centres has still to pick up. Continue reading Business Systems releases survey results on Workforce Management adoption in UK contact centres

Business Systems enhances its call recording portfolio with the O2 Mobile Recording solution

PRESS RELEASE: Business Systems UK announced its ongoing partnership with O2, staying true to its commitment to offer its customers the most advanced solutions that best match their needs. With the addition of O2’s state-of-the-art Mobile Recording technology to its portfolio, the company is able to provide a truly comprehensive proposition to its Financial Services customers, who turn to Business Systems for advice on how to improve their processes to meet regulatory requirements without changing the way they interact with their clients. Continue reading Business Systems enhances its call recording portfolio with the O2 Mobile Recording solution

Contact Centres put improving sales at bottom of the list

PRESS RELEASE: When it comes to what contact centre professionals want their technology investments to deliver for them, improving sales performance and reducing staffing costs came bottom of the list according to a recent report on ‘Customer Service in 2015’ published by Business Systems. Continue reading Contact Centres put improving sales at bottom of the list

Latest customer service technology shunned by contact centres

PRESS RELEASE: Voice biometrics, gamification and video technology have been hot topics in the contact centre industry in the last 12 months, thanks to various webinars, opinion pieces and blog articles. However this does not necessarily translate into a willingness to invest in the technology according to a recent report on Customer Service in 2015 from Business Systems. Continue reading Latest customer service technology shunned by contact centres

Bookmaker places a safe bet on Business Systems call recording

PRESS RELEASE: Betfred is the world’s largest owner-operator bookmaker. A significant proportion of bets are still placed over the phone during popular sporting events including the Grand National, Wimbledon and the Football World Cup. Tasked with handling these calls, Betfred’s 150 seat contact centre based in Wigan deals with 50,000 inbound calls a week. Continue reading Bookmaker places a safe bet on Business Systems call recording