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Business Systems UK Ltd - ContactCenterWorld.com Blog Page 6

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The future and adoption of speech analytics technology

‘Winning the war’ in terms of speech analytics technology awareness

We catch up with Martin Hill-Wilson, Customer Engagement and Digital Business Strategist at this year’s Institute of Customer Service Annual Conference, where he shares his views on the latest in the future and adoption of speech analytics technology.

A key point which Martin makes is that organisations are still unsure where exactly speech analytics technology fits into the everyday operation of the contact centre. Although it has many applications, Martin pinpoints its popular uses in terms of:

  • Improving performance & quality
  • Identifying demand failure (broken processes in place)
  • Further investigating the voice of the customer

One of the many benefits of speech analytics for example, is that 100% of calls are able to be monitored across 100% of agents, allowing to isolate successful behaviours to be shared across agent groups. As a result, the training and coaching received by new agents can be far more effective as well as targeted, fast-tracking agents to a level of expertise in order to reduce attrition and improve performance & quality.

Another benefit of Speech Analytics technology, is that it will allow you to accurately catalogue thousands of hours of recordings, helping categorise those calls with regular references to your competitors and their pricing for example, correctly capturing the voice of the customer for further analysis and informed business insight.

Martin goes on to state confirming our view, that speech analytics technology, (although adoption may have been slow) is presenting itself on many organisations’ roadmaps and within the top quartile for investment, predicting a rise in deployment within the next 12 month period.

Although organisations claim to be using speech analytics, Martin goes on to talk about differentiating the different ‘versions’ of the technology including ‘industrial strength models’ which can analyse huge call volumes and provide meaningful results in a business-intelligible format and those organisations using ‘real time’ identifying keywords and phrases that advisors should be citing throughout the conversation. This process, as Martin mentions is another way of carrying out automated quality assurance.

Martin prompts us to consider that those organisations who have begun to embed speech analytics into their organisation are now harvesting different capabilities and opportunities particularly as the voice of the customer grows and new ways of empowering frontline staff intensifies.

Confirming our views in the importance of not just ‘buying’ speech analytics, but actually embedding the technology into the culture of an organisation, Martin talks about viewing speech analytics as just a tool in finding opportunities. It is the end user ultimately who needs to transform these potential opportunities into something tangible, ensuring the value from the investment is distributed across the business contributing towards an ethos of continuous improvement.

Martin also goes on to mention those organisations using speech analytics in ‘real time’, looking to identify keywords and phrases advisors should be using during customer interactions at that point in time. Designed to improve the customer experience, the use of this technology is also another way of carrying out automated quality assurance by ensuring agents are saying and doing the right thing.

Source: http://www.businesssystemsuk.co.uk/blog/2016/04/18/the-future-and-adoption-of-speech-analytics-technology/

Publish Date: April 18, 2016 5:00 AM


Are key aspects being omitted by financial institutions when it comes to legacy strategies?

Midway through our survey titled Surviving the FCA: Call Recording Survey, we are noticing that key aspects are potentially being omitted by financial institutions when it comes to their legacy strategies and plans. Is this the real picture? This is what you tell us so far:

  • Although 54% of the respondents say they have a legacy infrastructure strategy in place, the majority have not incorporated key regulatory/compliance deadlines in their legacy roadmap.
  • Data retrieval and data integrity seem to be the biggest concerns, however, there is a disconcerting number of ‘do not know’ responses on critical issues like storage and continuity plans on that data.
  • With the majority agreeing that the biggest threats of non-compliance are financial and reputational, so far from our results it seems that key aspects of a comprehensive legacy strategy are still being omitted.

Please take 5 minutes and help get the real picture on how prepared Financial Institutions in the UK are to face the demands set by regulators.

Source: http://www.businesssystemsuk.co.uk/blog/2016/04/15/are-key-aspects-being-omitted-by-financial-institutions-when-it-comes-to-legacy-strategies/

Publish Date: April 15, 2016 5:00 AM


Business Systems’ partner Teleopti, named leading Workforce Management vendor

Business Systems’ partner, Teleopti, has been named a top Workforce Management (WFM) provider by DMG Consulting LLC in the 2016 WFM Product and Market Report.

As detailed in the report, Teleopti received a perfect overall customer satisfaction score and also achieved a perfect rating in key categories including training, implementation, vendor communication and product innovation. Overall, Teleopti ranked ahead of other major WFM vendors like NICE, Aspect and Verint.

Working with a partner that has been rated top Workforce Management vendor for the second year, underlines the commitment of Business Systems to deliver excellent solutions and services to its customers. Over the past few years Business Systems has worked closely with Teleopti to help its customers strategically plan and manage their contact centre operation.

For more information on our Workforce Management Solutions get in touch.

Source: http://www.businesssystemsuk.co.uk/blog/2016/04/13/2436/

Publish Date: April 13, 2016 5:00 AM


How can Real Time Guidance & Automation boost your contact centre performance?

Real Time Guidance and Automation technology has been developed primarily for contact centres to help agents more effectively handle inbound customer calls. Phone interactions with customers can involve a number of complex enquiries, and agents might not always have the correct information (at that very moment) to handle the call in the best possible way.

This is where Real Time Guidance & Automation comes into play, ensuring your agents choose the most effective resolution path in real time, improving first call resolution and automating many manual desktop activities.

Real Time Guidance

Real Time Guidance acts very much as a sat nav does in a car, by getting the agent from point A to point B in the most efficient and effective way. The technology works in the background to provide ‘next-best-action’ advice to agents, by having prompts pop up on their desk top during a call, ensuring issues are resolved faster during the first interaction. The technology can also look at customer data across a number of different systems and, based on a customer’s unique set of circumstances, provide the agent with reminders of relevant offers, all in real time as the call takes place.

Real Time Guidance can also help identify upsell opportunities. For example, if a customer calls to change their contact details because they have recently married, the system might alert the agent to ask the customer whether their partner currently has insurance with the firm and, if not, offer a reduced rate.

Real Time Automation

Real Time Automation technology comes into play when customer data are held across multiple systems (CRM, Billing, Shipping & Delivery etc.) and changes need to be made to a customer’s details across these systems. Real Time Automation allows the change to be made across all relevant applications so the agent only needs to enter the customer details once. This automates many manual desktop activities and reduces manual entry and process errors, ensuring employees have more time to focus on more skilful and productive tasks. Moreover, customers will not have to update their details again when in contact through another system and agents will have a consistent up to date view of all customer data regardless of the system or channel they are using.

Real Time Automation can also be programmed to automate screen navigation and launch applications as well as documents in the right context of a call, saving additional time and effort for the agent. The technology can also ensure compliance during a call by providing pop up reminders or alerts to prevent breaches and reduce the risk of potential fines. More advanced versions of the technology ensure this happens through real time speech analytics, capturing and analysing the entire customer interaction as it unfolds before making its next-best-action recommendation.

In this day and age, customers have come to expect immediate and accurate answers when dealing with agents. Designed to improve productivity as well as service, Real Time Guidance and Automation can help boost contact centre performance by allowing organisations to better shape their customer interactions in real time.

If you want to find out more about this product and the many benefits then visit our Real Time Guidance & Automation product page.

Source: http://www.businesssystemsuk.co.uk/blog/2016/04/12/how-can-real-time-guidance-automation-boost-your-contact-centre-performance/

Publish Date: April 12, 2016 5:00 AM


The Insider’s Guide to Live & Legacy Call Recording Part 2

It’s Part 2 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet ‘IT Ian’. In this series, Ian has to address 3 commonly faced issues:

  • Supporting multiple systems from different manufacturers and/or service providers
  • Finding a solution provider who offers end-of-life support
  • Ensuring the testing & monitoring of the entire voice domain

Meet Ian

Ian is the IT Manager of a large multi-national company. He is responsible for ensuring business continuity and that the company’s IT systems are all fully operating. This includes their call recording infrastructure which he knows is by no means straightforward. Ian is looking for a way to simplify it. What are some of the options available to him?

Problem #1: Supporting multiple systems

Dealing with multiple systems means Ian has to deal with numerous issues including:

  • Liaising with different manufacturers and/or service providers for multiple recorders
  • Keeping track of numerous support contracts
  • Keeping track of each recorders end of life (EOL) software, hardware and OS announcements
  • Tackling shrinking budgets and pressures by the finance department for cost efficiences.

Live & Legacy Call Recording

Solution

In this situation Ian needs to simplify his call recording infrastructure. Instead of having to keep track of multiple support contracts as well as each recorder’s EOL software/hardware announcements, Ian needs a solution that will be able to provide a single user interface to access and manage the entire estate of recorded calls.

Such solutions are able to access calls from multiple systems regardless of age or manufacturer, whereas when the aging hardware does become too risky to retain, they can re-archive all calls onto one secure server. This means Ian will save on support costs, by only having to maintain one solution instead of multiple. Internal resource will also be saved, as time previously spent managing obsolete systems will be eliminated.

Problem #2: Finding a solution provider who offers EOL support

It has been playing on Ian’s mind for some time now that older versions of some of their call recording systems have been discontinued so manufacturers support has now ceased. Ian knows this is a risky situation. Particularly if one of their recorders stops working and a request comes in to facilitate the playback of a call that should have been recorded for governance or quality monitoring purposes.

Solution

Whilst it was not top of Ian’s agenda when they purchased their systems, finding out what the manufacturer’s policy for EOL is should have been a key component in the buying process. Depending on the organisation’s internal policies and the industry in which it operates, retention periods for call recordings vary and may change over time (for governance, quality, regulatory and/or consumer data protection purposes). In this situation, support capability for legacy call recording systems can suddenly become a serious concern.

To solve this, Ian needs to consider a service provider who offers beyond end-of life support long after the manufacturer has ceased support for the system. When looking for a provider who supports EOL, Ian should consider the following factors:

  • Their Support credentials & capabilities (references, accreditations, spare part availability etc)
  • Their Service & Support pricing
  • Their Service Level Agreement

Problem #3: Testing & monitoring of entire voice domain

Last week, Ian received a call from his despairing compliance colleague asking why they couldn’t find a really important call from a few days back. Ian investigated this straight away and, as per Murphy’s Law, realised that for a period of 5 minutes on that specific day the recorder was not operating. After a full investigation (although Ian carries out daily resource-intensive checks on the systems), Ian realised that this issue had been occurring for over a month.

Solution

There can be many reasons as to why a call may go unrecorded. This can range from missing call data, to a disconnection between the telephony switch and the call recorder. Unless Ian can put together a 100% fool proof manual testing process, (which is almost impossible to achieve due to the resource required and the possibility for human error), call recording failures will go unnoticed with important calls going missing.

To resolve this, Ian needs to consider an Automated Service Assurance solution, which is based on robotic process automation technology, to manage the testing and monitoring of his entire voice domain (though not limited to only voice).  Automated Service Assurance technology will ensure real-time call recording failures are rapidly spotted by performing automated active, as well as passive tests on a regular basis (daily, weekly etc). In addition, any failure to record will be automatically reported by monitoring and referencing call data from the telephony switch to the associated voice recording.

If you need more advice on your call recording system then contact our team who can offer best practice advice and simplify your concerns. Don’t miss our next series in The Insider’s Guide to Live & Legacy Call Recording where you’ll be meeting Anna who works within the Emergency Services Sector.

Source: http://www.businesssystemsuk.co.uk/blog/2016/03/31/the-insiders-guide-to-live-legacy-call-recording-part-2/

Publish Date: March 31, 2016 5:00 AM


Surviving the FCA: Call Recording Survey

How prepared are Financial Institutions in the UK to face the demands set by regulators?

We’ve teamed up with Fintech Finance in an attempt to find out how prepared Financial Institutions really are, pin point some of the challenges the relevant teams face, and whether the demands set by the regulators is a much more challenging task than led to believe.

Some of the questions we are trying to find answers to include:

  • How prepared organisations are within the Financial Services industry to answer regulatory requests on time and with the correct information?
  • Do they have a plan in place for their call recording retrieval for when the FCA comes knocking?
  • Are you ahead or behind compared to your peers in implementing a robust call recording and retrieval compliance plan?

In completing the call recording survey, you will:

  • Receive the complementary report with all the findings and conclusions
  • Receive an optional hard copy of Fintech Finance Magazine for a year, and
  • Be part of our prize draw to win a GoPro Hero4

Source: http://www.businesssystemsuk.co.uk/blog/2016/03/21/how-prepared-are-financial-institutions-to-face-the-demands-set-by-regulators/

Publish Date: March 21, 2016 5:00 AM


What does the future have in store for Workforce Management forecasting?

Workforce management (WFM) is built to maintain a productive workforce. It includes everything from payments, human resources planning, training and development, time-keeping, performance management, forecasting and scheduling.

It allows planners to quickly and easily allocate the right employees, with the right skill sets at the right time in order to meet service level agreements in the most efficient and cost effective way possible. It allows planners to forecast required resource for the next few days, weeks or even year. It collects multimedia statistics to help with your planning – including seasonal variations, market trends, campaign periods and more.

WFM Forecasting

How is this important functionality going to develop in the next few years?

We have already started to see the emergence of mobile workforce optimisation, with forecasting becoming fully web based and with a more graphical user interface. As we move forward, employees outside of the planning team will also be able to run their own forecasts thanks to the deployment of a more intuitive user interface. This will be coupled with increased “What If” capabilities, to allow various forecast scenarios to be produced in a very simple manner.

As more and more employees are becoming multi-skilled, forecasting will continue to develop further in order to take into account emerging channels. Agility is essential to enable the capture and incorporation of new types of customer contacts into the overall forecast requirements. For example, with the growth of chat and text, the forecasting processes are being amended to include these channels. The use of video for customer contact is also being incorporated into the standard WFM process and it is important to keep an eye out for any other channels that may arise.

The tool will also support accurate and dynamic re-forecasting in real time, allowing for real-time management of resource to combat any unexpected events. For example, if there were to be an increase in customers’ calls, more agents would be scheduled on that channel to support the demand.

Moreover, forecasting parameters will start to leverage the data provided by other applications such as speech analytics and business intelligence tools, which will provide more insight into demand drivers and enable greater accuracy of forecasts.

Improved forecasting models will develop to take into account the longer service levels required for back office processes. This will work in conjunction with easier integrations to back office applications.

Forecasting will also start to be used outside of the customer contact areas. Other areas of the business that are demand driven or require staffing profiles will be able to utilise the forecasting capabilities. Regardless of the business area, if staff require scheduling then forecasting can be used to optimise the resource.

For more information on how to make Workforce Management work for you, check out our WFM advice hub.

Source: http://www.businesssystemsuk.co.uk/blog/2016/03/18/the-future-of-workforce-management-forecasting/

Publish Date: March 18, 2016 5:00 AM


A Tier 1 multinational bank selects Business Systems to manage major legacy call recording project

Business Systems implements the Vocal Wordwatch portal to help the bank meet its regulatory obligations.

[Press Release] – Business Systems (UK) Ltd, the UK’s leading independent call recording and workforce optimisation specialist, today announced the successful deployment of the Vocal Wordwatch portal by a major multinational financial institution.  Vocal Wordwatch is a cutting edge virtualised playback portal that enables organisations who store their recordings for compliance purposes, to search, replay and export all legacy audio files with their metadata from different voice recording systems, regardless of location, manufacturer or file format.

multinational bank selects Business Systems to manage major legacy call recording project

The customer, a Tier 1 American multinational bank with operations in more than 30 countries around the world, has deployed Vocal Wordwatch in order to manage its increasingly problematic estate of legacy call recording systems and meet the different compliance needs governing its international operations.

Two years ago the bank was facing a growing number of issues that hindered the availability and integrity of its old recordings, which had to be kept for at least another 5 years for compliance purposes. The end-of-life and end-of-support deadlines of both the recorders and the operating system, as well as the different makes and locations of the systems, were making it difficult for the bank to find a solution that would address all the issues without risking the corruption or loss of the audio files.

Business Systems was one of the solution providers contacted by the bank, and the only one to offer a viable, low risk and future proof solution that met all the requirements whilst still being cost effective. To date Business Systems has helped the bank successfully migrate more than 50 million recordings from 6 different legacy call recording systems located in 5 countries –all through the Vocal Wordwatch portal and controlled at one central location.

“With Vocal Wordwatch the bank is able to decommission the aging voice recorders and successfully address many risk, performance and cost related considerations. The success of this project is underlined by the fact that we are now in the process of extending the scope of our cooperation to include additional regions and systems.” commented Stephen Thurston, Founding Director at Business Systems.

***Ends***

About Business Systems (UK) Ltd 
Business Systems is the UK’s largest independent provider of call recording and workforce optimisation solutions to organisations with critical phone-based interactions including Financial Institutions, Public Organisations, Emergency Services and many in-house and outsourced customer service centres. Solutions range from basic call recording (on premise, hosted and mobile) through to quality monitoring, speech analytics and workforce management tools. The company ensures high quality and fit-for-purpose implementations with a range of value added services including project management, consultancy, integration, training, and technical support.

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For further information on this press release please contact:
Vala Marcou
Business Systems (UK) Ltd
Marketing Manager
vmarcou@businesssystemsuk.com
+44 (0)20 8326 8219

Source: http://www.businesssystemsuk.co.uk/blog/2016/03/16/a-tier-1-multinational-bank-selects-business-systems-to-manage-major-legacy-call-recording-project/

Publish Date: March 16, 2016 5:00 AM

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