Improving CX isn’t just the moral thing to do. It’s the smart thing.

Customer experience (CX) is everything. It directly drives the cost of acquisition, improves activation and engagement and increases retention and business growth. CX isn’t just the moral thing to do, it’s the smart thing to…

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What is the True No.1 Priority for Contact Centres in 2023?

The complexity of queries that contact centres agents handle now is incredibly high. Compassion is key. Efficiency is key. Targets are key. But can everything really be the number one priority? Customer expectations People have…

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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…

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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…

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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…

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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 & analysing Evidence

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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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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