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…
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…
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…
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.
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…
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…
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…
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…
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.
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…
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…
Within Microsoft Teams end-users have the ability to record a call or a meeting by simply clicking on the record button. This is what Microsoft calls Convenience Recording, the ability for an end-user to instigate…
