As data privacy legislation continues to develop, the Australian consumer is being both forced into data rights education, and gradually being worn down due to concern around the processing, management and security of their data.…
Customer experience (CX) is critical in most, if not all sectors, but particularly for banks. One of the leading drivers for growth in banks is referral between family and friends. Money and finance are difficult…
Chinese technology giant Alibaba has announced its plans to roll out its own AI chatbot product called Tongyi Qianwen. The chatbot will be similar in style to Open AI’s famous ChatGPT, and will be both…
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…
Call and contact centres handle sensitive financial information on a daily basis, making them a prime target for fraud and data breaches. This is why it is essential for these centres to comply with Payment…
Back in 2020, the UK entered a recession due to the economically devastating Covid-19 lockdowns. The UK economy as a whole plunged by around 20% as many businesses ceased trading or closed all together. Fast…
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…
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…
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…
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…
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…
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…
