Author Archives: Business Systems UK

Posts For ‘Business Systems UK’

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

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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

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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

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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

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How to Interrogate 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

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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

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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

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One of the biggest contact centre challenges and how to fix it

Original article (guest blog) taken from our partner’s website – Teleopti Disclaimer – the solution is not an easy fix and might even go against your instincts! We see it time and time again, Contact Centre Managers are constantly fighting the … Continue reading

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Workforce Management: Vacation Planner

Humanise the workplace series – Part 2 Today’s contact centre is centred on profitability much as it is around customer service. But finding a solution that supports these goals as well as keeping your agents happy can be a major … Continue reading

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An Insider’s Guide to Robotic Process Automation – Achieving Automation Excellence

Series 5 – Achieving automation excellence Welcome to Part 5 of the Business Systems blog series – ‘An Insider’s Guide to Robotic Process Automation’ In this series: Robotic Process Automation Excellence Robotic Process Automation roles Robotic Process Automation Training

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