The company you choose to implement your Workforce Management solution can impact how quickly you see a return on investment as well as the quality of service you deliver to your customers.
At Business Systems (UK) Ltd we work with all major Workforce Management (WFM) manufacturers (Teleopti, NICE and Verint) and boast an outstanding Workforce Optimisation team of experts.
With over 50 years of Workforce Optimisation experience combined, our team have seen it all.
If you are considering implementing a new Workforce Management solution or upgrading your current system, here are 5 things you need to know about work with Business Systems (UK) Ltd.
Let’s bring this to life.
Scenario: Our charming and knowledgeable sales execs have booked a meeting to discuss how Workforce Management can help simplify your life and increase your workforce productivity.
Here is what happens next:
Working with the top Workforce Optimisation manufacturers we understand the ins and outs of the different solutions and how their features and functionalities can be better suited for different work environments.
At this stage, we carefully study your work environment in order to put forward the best solution for you. We are only successful if you are, so it is in our best inertest to make sure you are more than satisfied with the solution.
Scenario: Great! You met with our people and they impressed you enough, that you’ve decided to work with Business Systems (UK) Ltd. We’re extremely pleased and eager to get going. Welcome to the team.
Here is what happens next:
Once the purchase order has been raised, a project is opened and you are assigned a project manager who arranges an initial kick-off meeting.
The aim of the meeting is for both teams to get to know each other, how they operate and steps to come. This phase is all about you.
Finding out how your workplace operates (for example how annual leave is managed, available channels, individual service level agreements (SLAs), employee breaks, training requirements etc…) gives us an in-depth understanding as to what processes need to be replicated, but also insight into any additional recommendations we may have to help your team work more efficiently and maximise your return on investment.
We take the discovery phase very seriously as it dictates how we’ll configure the Workforce Management solution in order to meet your needs.
Once the discovery phase is completed, the technical implementation begins.
During this time, your assigned project manager will liaise with you closely to ensure you are kept up to date.
Once the integration is completed, the team carries out validation checks to make sure the Workforce Management tool is receiving accurate data and working as it should.
Scenario: Your Workforce Management solution has been integrated. It’s time for the fun part – Let’s work on getting you that return on investment!
Here is how we ensure you get there as soon as possible:
We have a very hands-on approach. Once the solution is integrated, we deliver training workshops to give you the knowledge and tools you need to make the most out of the solution.
For example: accurate multichannel forecasting, efficient multi-skilled agent scheduling or understanding how to gain increased visibility through real time adherence, just to name a few.
Our workshops have been designed to be collaborative and hands-on, giving your team a chance to fully understand how the system works.
Scenario: You’re solution is up and running… so that’s it. No more Business Systems (UK) Ltd? Not quite…
Once your solution is live, we continue to communicate with on a regular basis in order to:
As Scott Budding, WFO solutions architect at Business Systems’ says: “We really want to ensure our customers are making the most out of their investment. A customer going live is seen as the beginning of their Workforce Management journey and not the end of it”.
If you are interested in finding a Workforce Management solution that fits into your business needs you will want to talk to our team.
Get in touch.
Publish Date: February 1, 2018 5:00 AM
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
|5.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|6.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|7.)||Marketing Tactics Pty Ltd|
7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.
CSAT.AI Scores Better Customer Service with Gamified Guidance!
CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
Agents have the immediate positive feedback that reinforces good behaviors for self training.
|9.)||OMNI HR Consulting (Pty) Ltd|
Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.
We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.
Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.
Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
|10.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
|12.)||Service Quality Institute|
Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.
Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
|Call Recording Management – How the Head of IT can manage large Call Recording Platforms||October 9, 2020 5:00 AM|
|Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPS||August 13, 2020 5:00 AM|
|Top 4 Benefits Of A Cloud Contact Centre||August 10, 2020 5:00 AM|
|How To Manage A Gradual Return To The Office With Workforce Planning||July 20, 2020 5:00 AM|
|Navigating & Adapting Your Contact Centre For the Future||June 10, 2020 5:00 AM|
|Top Tips for Combating Challenges In The Contact Centre During COVID-19||April 28, 2020 5:00 AM|
|Top 10 Tips For The Modern Contact Centre||April 8, 2020 5:00 AM|
|Mobile Call Recording – How To Keep Traders Trading||March 30, 2020 5:00 AM|
|Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely||March 25, 2020 5:00 AM|
|How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak||March 25, 2020 5:00 AM|