Written by Chris Burden, CEO Telephony providers are increasingly gatekeeping companies’ interaction data and recordings. This practice involves restricting access to crucial data unless businesses comply with expensive maintenance contracts or pay exorbitant fees for…
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…
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…
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…
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…
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…
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…
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…
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…
