Business Systems’ partner NICE has recently released NICE Quality Central, a new quality management solution that incorporates all types of customer interaction data, drawn from any source, into a holistic and comprehensive evaluation process. This enables organizations to increase employee engagement, improve process efficiency, and deliver a superior customer experience.
The market’s first enterprise quality management solution that works with any recording platform and data source.
It is no secret that as consumers we want to communicate with a brand when we want, however we want. In fact, most of us use two or more channels, top of which are the website (85%), phone (75%), email (65%) and live chat (58%).
Despite this, a recent study found that 58% of retailers provide different answers to the same question across multiple channels. This is not a surprise as too often, although a contact centre will support multi-channel communication, these channels are managed in silos. For the planning department, this creates great complexity and manual effort if their workforce management system does not offer multichannel forecasting methods.
So how can you optimise resource planning in multi-channel contact centres?
The property sector in the UK is a continuously evolving sector, largely influenced by the changing socioeconomic and technological landscape of the country at each given time. A few years back, we were talking about the change brought about by the introduction of online property portals such as Rightmove and Zoopla. Today, affordable housing initiatives by the government as well as the rise of property sharing in big cities are once again changing the market dynamics.
Call Recording for the property sector
In today’s digital world, robotic process automation (RPA) is experiencing a fast uptake, driven primarily by the abundance of data accumulated by organizations and changes in consumer behavior.
Robotic Process Automation in Customer Service
Business Systems has won the award for Compliance Project of the Year at the FStech Awards 2017, with its Vocal Wordwach solution.
Business Systems (UK) Ltd, leading compliance and performance optimisation solutions provider, announced that it has won the ‘Compliance Project of the Year’ award at the FStech Awards 2017.
Business Systems team receives the Compliance Project of the Year Award
The ways that customers communicate with the companies with which they do business has changed dramatically in the last decade. The challenge for contact center management, therefore, is to bring together employees, customers and business goals and run the contact center in an efficient, productive, engaging, value-adding and profitable way to satisfy all elements of the equation. One of the most important steps to balancing this equation is workforce management (WFM) software.
WFM in 2017
In a recent study entitled, “The State of Workforce Management in Contact Centers – 2017,” UK-based workforce optimization specialist Business Systems Ltd interviewed 100 contact center professionals in the UK to gain a picture of how WFM systems are perceived and used within small, medium and large businesses across the UK.
The rest of this article can be found exclusively on the Workforce Management Today website >
With less than a year to go until the application of MiFID II, it is becoming increasingly clear that cultural change is being pursued by the financial regulators as a pressure mechanism to achieve systemic compliance.
A characteristic example is that of W H Ireland Limited who, in February 2016, was fined by the FCA for failing to take reasonable care to organise, maintain and manage effective systems and controls to protect against the risk of market abuse. Poor governance including a lack of clearly allocated responsibilities and missing a formal way of identifying and recording what training had been given and to whom, were a couple of the key points highlighted in the notice.
Accountability and Cultural Change for MiFID II Compliance
This increased scrutiny at both corporate and individual level becomes harder and harder to address and fines are becoming much more difficult to avoid if the firm relies solely on post-trade investigative and control mechanisms. That is why the responsibility of the individual is accentuated in the latest regulatory regimes; so that emphasis starts to be placed on preventive mechanisms.
Real-time feedback is used primarily by contact centres and is the ability to monitor conversations in real-time and intervene where necessary to improve the outcome –whether it is preventing an issue from escalating, taking advantage of a cross-selling opportunity, or simply advising an agent on a specific topic, process or tool.
To understand if this technology has been seamlessly embedded in the daily operation of contact centres and what its benefits and drawbacks are as experienced by those that use it, we asked contact centre professionals for their opinion. Here is what they told us.
Workforce management (WFM) technology has developed alongside the contact center, coming a long way from the single-channel scheduling tool it once was.
Like any tool, however, if not used correctly, it can become more of a burden than a saviour. Here are 5 common mistakes made when scheduling with a workforce management tool and how to avoid them in order to meet targets with less effort and achieve a faster return on investment.
The rest of this article can be found exclusively on the Contact Center pipeline website. Check out ‘5 mistakes to avoid when scheduling with WFM‘.
Recruitment has always been a highly competitive sector with consultants and agencies pitted against one another to achieve top biller or best agency status. The challenge any staffing agency has, is to replicate the successes of their top recruitment specialists whilst learning from the mistakes; and then using these insights to drive better performance and revenue, increasing at the same time employer and candidate satisfaction.
Call recording is not a new concept, historically being used by contact centres for call quality monitoring and banks for compliance. Following on from the last article we wrote in 2014 on ‘Using call recording for recruitment to give you an edge’, and the interest we’ve been receiving from this particular market, we thought it timely to provide you with an update on how recording your calls can help you maximise your top billers and strengthen your USPs.
Call recording for recruitment