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How can contact centres help vulnerable customers in 2022?

Times are hard for many members of the community right now:  with the cost of living increasing, public expenditure and services being cut, and the threat of recession looming, its often those least able to…

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How can contact centres help vulnerable customers in 2022?

Times are hard for many members of the community right now:  with the cost of living increasing, public expenditure and services being cut, and the threat of recession looming, its often those least able to…

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How coal-face customer interactions reduce compliance cost and improve integrity

Reading the business press, it’s clear that the cost and breadth of regulatory compliance has increased dramatically in the last few years. And the costs aren’t just incurred in the implementation of new systems and…

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Why full-service visibility is essential to your customer service standards

Trying to derive insight from your contact centre interactions is nothing new:  ever since agents have sat together in a room to make and take calls, people have been looking for ways to understand and…

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Have COVID and WFH become an excuse for poor performance?

I realise that this might be an unusually confrontational heading for a blog post and let me head off any potential arguments by stating that everyone at Liquid Voice understands the challenges many businesses have…

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Hybrid contact centres:  A source of happiness or headaches in 2022?

2022 promises to be yet another year of change and unknowns for contact centre managers, staff and end users as working practices and consumer behaviours continue to be fluid.

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Top 5 Predictions for Customer Interaction Analytics in 2022

We can’t believe that another year has passed and we’re again writing our predictions of the year to come, but yes, it’s time to again gaze into the Liquid Voice crystal ball and try and…

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Is This The Perfect Time To Transform Customer Engagement in Social Housing?

The past eighteen months have certainly been a challenging time for the social housing sector. Like many other contact centres, social housing providers have had to operate with the majority of their staff working from…

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Capturing, integrating & Quickly Analysing Evidence is Critical

Recent tragic events like the Plymouth shootings and the murder of MP Sir David Amess reaffirm the critical role that capturing video footage and interactions plays in being able to quickly investigate incidents and ascertain…

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What To Consider When Moving Call Recording To The Cloud

The pandemic has not slowed the pace at which organisations are moving applications, data and infrastructure to the cloud. If anything, it has accelerated this as there is a greater realisation that agility is key…

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Addressing the Risk Associated with Legacy Call Recordings

It is somewhat ironic that having recorded calls for many years for regulatory compliance, you now face a very real risk that these legacy recordings are non-compliant. Over recent years legislation regarding the capture, retention…

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Why Incident Reconstruction Is Critical For Rail Operators

It is critical that rail operators can respond quickly to incidents that happen on their network to not only minimise disruption to services, but to protect the safety of the public.

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How Interaction Recording & Analytics Is Helping Police, Fire & Ambulance Respond to & Investigate Incidents better

I recently had the pleasure of presenting at a UK IT Leaders virtual event with Chris Phillips, a renowned expert in the field of public safety and the Ex-Head of the National Counter Terrorism &…

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