Author Archives: Business Systems UK

Posts For ‘Business Systems UK’

Workforce Management V Workflow Management in the Back Office – What’s the difference?

Having the right workflow and workforce management capabilities in place can significantly improve your business performance and productivity in the back office, especially when combined together. Workflow consists of orchestrated and repeatable patterns of business activity, whereas workforce management is … Continue reading

Posted in Back Office Workforce Optimisation | 1 Comment

Coping with challenges around accessing and managing call recording data

With the introduction of MiFID II back in January last year and with regulations set to increase and become more burdensome, Financial organisations are faced with constant challenges around managing and accessing their call recording data. Organisations need to be … Continue reading

Posted in Compliance, Legacy Call Recording Products | Tagged , , | Leave a comment

Workforce Management: Gamification

Humanise the workplace series – Part 4 Ask any contact centre manager and they will agree that keeping their agents continually motivated, (in particular those with a longer tenure) throughout the year can be a challenge. These days, agents are … Continue reading

Posted in Workforce Management | Tagged , | Leave a comment

How to Mitigate Conduct Risk with Back Office Workforce Optimisation Technology

Ethical conduct has become a high priority in financial services. Following a series of high profile scandals ranging from the mis-selling of PPI to the 2008 global banking crisis.  Authorities the world over have demanded greater transparency and greater accountability … Continue reading

Posted in Back Office Workforce Optimisation | Leave a comment

Managing Communications Compliance in a Litigious World

Trust and credibility are central to the success of financial services organisations. Product mis-selling or unauthorised trading can destroy public trust and an organisation’s reputation overnight, not to mention dramatically denting its bottom line. To diminish the chances of such … Continue reading

Posted in Call Recording Compliance | Leave a comment

An Insider’s Guide to Robotic Process Automation – 10 Things to Expect from Robotic Process Automation in 2019

Series 7 – 10 Things to Expect from Robotic Process Automation  Welcome to Part 7, the last in the series of  – ‘An Insider’s Guide to Robotic Process Automation’. Here are 10 things to expect from Robotic Process Automation in 2019: … Continue reading

Posted in Robotic Process Automation, RPA Blog Series | Tagged | Leave a comment

When was the last time you revisited your back-office operations?

From the beginning of time, organisations around the world have been dealing with the important challenge of driving growth whilst keeping costs down and customers happy. However, we live in a time where customer’s expectations and demands continue to exponentially … Continue reading

Posted in Back Office Workforce Optimisation | Tagged , , , | Leave a comment

How to Manage Call Data Across Multiple Systems

Financial services organisations have never been under more pressure to maintain tight control over their data.  Regulations now require banks, insurance companies, financial advisers and many others to record every call, keeping up-to-date archives stretching back for extended periods. Driven … Continue reading

Posted in Compliance | Tagged , , , , | Leave a comment

Workforce Management: Shift Trader

Humanise the workplace series – Part 3 Agents will always be the most vital resource for your contact centre. As a contact centre manager it’s your job to boost employee satisfaction and retention, lower sickness and absenteeism rates and enhance … Continue reading

Posted in Workforce Management | Tagged , | Leave a comment

An Insider’s Guide to Robotic Process Automation – Cognitive Automation

Series 6 – Cognitive Automation Welcome to Part 6 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’. In this series: Cognitive Automation AI-Based Automated Customer Engagement AI & Process Automation Exception Handling It’s a … Continue reading

Posted in Robotic Process Automation, RPA Blog Series | Tagged | Leave a comment