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White Papers & Guides

White Papers & Guides

The State of Quality Monitoring - 2017

Industry research on the state of Quality Monitoring in Contact Centres across the UK - 2017.

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Automation in Customer Service Report - 2017

Industry research on the customer service pulse for Robotic Process Automation in 2017

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The State of Workforce Management in Contact Centres - 2017

Industry research on the state of Workforce Management technology in Contact Centres across the UK - 2017.

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The State of Workforce Management in Contact Centres - 2016

Industry research on the state of Workforce Management technology in Contact Centres across the UK.

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The State of Quality Monitoring - 2016

Industry research on the state of Quality Monitoring - 2016 in Contact Centres across the UK.

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An Instrumental Guide on Calibration

This guide provides insight in to how calibrating can help you achieve the objective level of evaluation required to accurately and fairly evaluate an agent call. Auditing and calibration allow contact centres to ensure some sort of consistency.

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A window into the world of Legacy & Compliance - 2016

With this survey we wanted to find out how prepared Financial Institutions really are with respect to legacy and compliance. It seems that currently financial institutions are moving at different paces.

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Are you ready for the new Housing customers?

Find out how technology is helping Housing Associations run operations as efficiently as possible, to maintain a positive reputation among tenants in our latest report.

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Customer Service in 2015 Report

The latest industry research on delivering customer service in 2015, what are the challenges ahead, what employee engagement issues will be faced and what technology will be used?

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How Contact Centres are using Quality Monitoring Report

The latest insightful industry research on how Contact Centres in the UK are using Quality Monitoring technology.

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Hosted Workforce Management White Paper

Brought to you by Business Systems, this paper identifies what's driving hosted WFM uptake. Identifying financial, operational and technical considerations it provides an overview of organisations which naturally align to the hosted model.

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Business Systems Guide to Quality Monitoring

This guide highlights the different approaches to call quality monitoring (QM), the outputs you can expect from a QM system and the 7 pitfalls to avoid when implementing a quality monitoring system.

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The Inner Circle Guide to Customer Contact Analytics

The latest industry research on everything you need to know about leveraging speech analytics technology to gain business insight, improve operational efficiency and develop agent performance.

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MyCustomer Contact Centre Guide

The definitive guide for contact centre managers focussing on strategy, technology, attrition, training & contact centre metrics

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Ensuring PCI DSS Compliance

This paper provides an easy to follow, digestible and practical guide to what PCI compliance means, the different options for compliant call recording, and a proven approach to protect your organisation and its customers.

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Interview Recording White Paper

Facing a slowdown in funding growth and real cash deficits in their budgets, Police services need to adopt innovative strategies that will deliver the productivity and performance improvements required to deliver high quality policing to the public.

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Mobile Call Recording White Paper

With the decision to record mobile phones made, what challenges do financial services firms face and how best can they be overcome? This paper provides insight into the implications.

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Call Recording and Quality Monitoring White Paper

The rapid increase in demand of call recording over the past few years has bought a plethora of suppliers to the market place. With more suppliers and systems available than ever before, how do you choose?

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Speech Analytics White Paper

Independently commissioned by Business Systems, this latest industry white paper uncovers why, given the length of time speech analytics technology has been available, it has not been more widely adopted.

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Hosted Contact Centres White Paper

This whitepaper is aimed at decision makers who are reviewing the case for implementing a hosted contact centre solution. Its purpose is to: outline the types of organisations which should be considering hosted.

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Achieving compliance in a changing regulatory landscape

Key points covered at Business Systems market abuse breakfast briefing

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Mobile Phone Recording Report

Key Outcomes from FSA Presentation & Panel Discussion

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