Business Systems has joined with the Institute of Customer Service (ICS), becoming the first associate member to provide interaction recording technology and consultancy to help measure, manage and improve customer service levels.
“Customer expectations are high and constantly changing, and for this reason the ICS provides a support framework for its members to develop and improve the service they offer by learning from the experience of others and from industry research. We welcome Business Systems as an associate member. They bring considerable experience of the effective use of recording technology to help organisations to improve customer service,” commented Peter Hall, Membership Director, ICS
“We have joined the ICS to share ideas and knowledge. We are committed to helping organisations to adopt effective quality monitoring programmes to ensure they can understand those areas that need improving, and be able to implement the necessary training and coaching which in turn will bring the best results,” commented Stephen Thurston, Director, Business Systems.
“We are proud that many of our customers are able to measure a significant improvement in service levels; areas such as, reduced complaints, first contact resolution and better customer retention, are some of the most important business drivers and prime targets for most companies. ICS and its members strive for the same goals and we are excited about being part of this organisation,” added Tina Southgate, Marketing Manager.
Business Systems will be showcasing case study examples of customers who have adopted call recording and quality monitoring solutions to improve customer service at the forthcoming ICS Conference at Heathrow on 11-12 October.