Empowering Compassionate Support for Vulnerable Customers with Data and Insight

The current economic climate has severely impacted vulnerable customers. In essence, those who are considered vulnerable have become more vulnerable, and worse, more people are now considered vulnerable. This has directly impacted customer-facing teams with…

Opinion
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Piecing Together Incidents & Events for Public Safety Teams

Effective communication and situational understanding stand as the cornerstones of swift and coordinated responses and operations for Public Safety organisations. From emergency services to transport operators and utilities, clear and precise communication is paramount for…

AllOpinion
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AI will make or break contact centres in 2024

Conversational AI and Virtual Assistant technology is predicted to drive a remarkable 24% growth forecast in contact centres for 2024. – Contact-centres.com   In the fast-paced world of customer service, Artificial Intelligence (AI) is not…

Opinion
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How AI will empower customer service in 2023

The success of a business is no longer dependent on simply the quality of the product. Now, experience is key. The perceived value of a product is enhanced, and positive reputational impact allow for businesses…

Opinion
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How will ChatGPT empower contact centre agents in 2023?

As we move into 2023, technology continues to play a vital role in shaping the future of customer service. Chatbots and AI-powered conversational interfaces have already made their mark, revolutionising the way that businesses interact…

AllNewsOpinion
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Another Fantastic Year for Liquid Voice [2022]

After years of continuous success, Liquid Voice has had yet another brilliant year in 2022. The team are very much looking forward to the holiday season and eagerly await 2023, but in the meantime, I…

AllNewsOpinion
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Good Call or Bad Call? How do we support contact centre agents in the current climate?

You could argue that this is not a good time to be a contact centre agent. They are at the front line of the interaction between businesses and their customer base at a time when…

Opinion
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How to 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…

NewsOpinion
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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…

Opinion
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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…

Opinion
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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…

Opinion
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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…

Opinion
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