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
Tag Archives: Business Systems
How To Manage A Gradual Return To The Office With Workforce Planning
Guest Post by Scott Budding, Workforce & Process Optimisation Manager at Business Systems UK Ltd… Continue reading How To Manage A Gradual Return To The Office With Workforce Planning
Extracting Calls from Old Call Recorders Checklist
Whether you need access to old call recordings for compliance reasons (FCA, MiFID II) or for business intelligence, there are a number of options available to help you preserve historic call recording audio and data including: Continue reading Extracting Calls from Old Call Recorders Checklist
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
The State of Quality Monitoring – 2017
Last year, Business Systems 2016 survey showed a significant turn towards Quality Monitoring compared to 2015: Continue reading The State of Quality Monitoring – 2017
Webinar: WFM Employee Engagement – why it matters
In this webinar we will go over the traits of the younger generations that are starting to dominate the marketplace as buyers and as employees, discussing: Continue reading Webinar: WFM Employee Engagement – why it matters
Business Systems partners with Wilmac
PRESS RELEASE: Business Systems (UK) Ltd, a leading independent call recording and workforce optimisation specialist, announced today its Global Partnership Alliance with Wilmac (USA) as part of its continuing commitment to cater to its customers’ service and support needs on a global scale. Continue reading Business Systems partners with Wilmac
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
Business Systems at Customer Contact Expo 2015
PRESS RELEASE: Business Systems (UK) Ltd will be exhibiting at this year’s Customer Contact Expo on 30th September and 1st October – Stand F20. The team will be showcasing the latest cost cutting innovations in Call Recording, Quality Monitoring, Speech Analytics and Workforce Management Technology. Continue reading Business Systems at Customer Contact Expo 2015
Contact centres have low expectations for social
PRESS RELEASE: There has been a lot of hype around social media and how it could become a premiere channel for servicing customer requests but we’re not quite there yet according to a recent report from Business Systems incorporating survey results from over 100 contact centre professionals. Continue reading Contact centres have low expectations for social
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
Business Systems adds real-time Business Intelligence module to WFO offering
PRESS RELEASE: Business Systems (UK) Ltd, have added Panintelligence’s Business Intelligence (BI) software to its call recording and workforce optimisation portfolio to help customers tap into hidden data. Continue reading Business Systems adds real-time Business Intelligence module to WFO offering
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