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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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…

Opinion
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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…

Opinion
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How Speech Transcription Is Changing Our World

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…

Opinion
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Recording Calls & Interactions in a World of Clouds

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…

NewsOpinion
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Policy-Based Call Recording in Microsoft Teams

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…

NZOpinionUK
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Microsoft Teams Call Recording

Microsoft Teams Call Recording Microsoft Teams is rapidly becoming the collaboration platform of choice for many organisations both large and small. It not only enables internal teams to collaborate, but through its ability to seamlessly…

NewsOpinion
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How To Record Calls with Cloud Telephony

More and more organisations are making the switch to cloud telephony in the form of both UC as-a-Service (UCaaS) and Contact Centre as-a-Service (CCaaS). The 2020 Pandemic has been a key driving factor, with organisations…

Opinion
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Benefits of Adopting Advanced Regulatory Compliance Analytics

Financial Markets organisations are under growing pressure, across a myriad of fronts. Subsequently, there are significant benefits and reasons for these organisations to be using analytics in today’s world of regulatory reform and big data.…

Opinion
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How to Understand and Identify Vulnerable Customers in a Contact Centre

For any organization, understanding and identifying vulnerable customers in a contact centre can be crucial for customer retention, preventing any risk of damage to these customers or the organization’s own reputation. However, customer vulnerability can…

Opinion
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