Blog

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…

Read more

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…

Opinion
Read more

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…

Opinion
Read more

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.

Opinion
Read more

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…

Opinion
Read more

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…

Opinion
Read more

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…

Opinion
Read more

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…

Opinion
Read more

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…

Opinion
Read more

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.

Opinion
Read more

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 &…

Opinion
Read more

How Speech Transcription Is Changing Our World

It’s not too many years ago that speaking to a computer that understood your instruction was considered science fiction, however today this is something we take for granted. We speak our searches into Google, Alexa…

Opinion
Read more

Recording Calls & Interactions in a World of Clouds

The world of corporate communications has been changing significantly over the past decade with the emergence of VoIP and growing take-up of cloud telephony platforms. According to Frost & Sullivan, around a third of all…

Opinion
Read more