Industry Insights Archives

30 Apr 2025

What UK Customers Really Want from Contact Centres in 2025

We’ve recently launched our “Voice of the Consumer” research at MaxContact, and the results offer clear insights into what UK customers actually want when they interact with contact centres in 2025. We surveyed over 1,000 UK consumers in February 2025 who had interacted with contact centres in the last 18 months, and their responses paint...

Analytics and Optimisation

22 Apr 2025

The contact centre target reset guide: turning missed goals into future success

Nearly 50% of companies missed revenue targets in the first half of 2024, according to a recent GTM Benchmark report. That’s a business-wide metric, but anyone who’s worked in the contact centre space for any length of time knows missing goals is far from unusual. A missed target – whether it’s contact rates or customer...

What makes a successful sales call? Top tips for call centre teams graphic

Industry Insights

28 Feb 2025

What makes a successful sales call? Top tips for call centre teams.

Still not cracked the art of how to make a successful sales call? The answer isn’t just about having the right pitch. A successful sales call is about understanding when to call, how to engage, and what to say. But here’s the challenge: only 6.74% of sales calls result in a sale according to our...

Contact Centre Manager feeling frustrated with manual processes, holding head in hands next to a large pile of documents

Industry Insights

19 Feb 2025

Top five call centre myths from films and TV

Hollywood loves to pick on call centres, often garnering a reputation for being annoying, unhelpful, and a common place for phishing scams. But how much truth is there to these on-screen depictions? We’ve analysed and debunked some of the most hilarious, thought-provoking, and iconic call centre scenes from TV and film. The Simpsons – “Lisa...

Industry Insights

27 Nov 2024

Contact Centre Trends: What to Expect in 2025

As we close out 2024, it’s time to look ahead at what the coming year might bring for the contact centre industry. The sector has shown remarkable resilience and growth, with industry revenue reaching an estimated £3.2 billion in 2024, representing a compound annual growth rate (CAGR) of 5.1% over the past five years. This...

Industry Insights

25 Nov 2024

2024 Contact Centre Trends: A Year in Review

As we approach the end of 2024, it’s time to look back at our predictions from last year and reflect on how the contact centre industry has evolved. While some trends played out as expected, others took unexpected turns, and new challenges emerged that shaped the industry’s direction. AI: From Hype to Reality We predicted...

Lady with glasses sat at desk on computer

Industry Insights

05 Nov 2024

How to Remain Compliant with AI Speech Analytics

Contact centres are always under pressure to remain compliant with complex laws and industry standards that frequently change. From data privacy regulations like GDPR to sector-specific rules such as those enforced by Ofcom, FCA, and Ofgem, contact centres must navigate a minefield of compliance requirements. The increasing number of communication channels that contact centres operate...

BPO

10 Oct 2024

Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

Is your outsourced contact centre struggling to keep pace with rising customer expectations and tightening margins? You’re not alone. A large number of BPO leaders are feeling the pressure. Many BPO leaders also struggle with the challenge of accurately measuring and improving performance. Benchmarking offers a powerful solution, but knowing where to start can be...

From Insight to Action: Unleashing the power of data in your contact centre

Analytics and Optimisation

28 Aug 2024

From Insight to Action: Unleashing the power of data in your contact centre

Today, contact centres are sitting on a treasure trove of information that could revolutionise their operations. But how can leaders tap into this wealth of data to drive meaningful improvements? This question was at the heart of a recent presentation by Matthew Yates, VP of Engineering at MaxContact, during our Afterwork event. Yates, with his...

Industry Insights

12 Jul 2024

Unveiling the State of UK Contact Centres: MaxContact’s 2024 Industry Benchmark Report

In an era where customer interactions can make or break a business, understanding the pulse of contact centre operations has never been more crucial. That’s why we’ve conducted an extensive survey of 500 UK contact centre leaders, spanning various sectors and organisation sizes, to bring you our 2024 Industry Benchmark Report. This comprehensive study delves...

UK Contact Centres Face Perfect Storm of Challenges, MaxContact Report Reveals

Industry Insights

03 Jul 2024

UK Contact Centres Face Perfect Storm of Challenges, MaxContact Report Reveals

July 3rd, 2024 – Manchester, UK – A new report from MaxContact has unveiled the stark realities facing UK contact centres in 2024, with agents battling soaring workloads as the industry grapples with the emerging impact of AI technologies. The “2024 UK Contact Centre KPI Benchmarking Insights Report”, based on a survey of 500 contact...

Boosting Your Contact Centre Sales Performance: 2024 UK Benchmarking Insights

Industry Insights

05 Jun 2024

Boosting Your Contact Centre Sales Performance: 2024 UK Benchmarking Insights

Contact centre leaders who work in outbound sales teams face the constant challenge of driving revenue growth while maintaining high levels of customer satisfaction. Our recent survey, conducted in May 2024, gained insights from 167 UK contact centre leaders who work in outbound sales teams, with sizes ranging from 20 to 4,999 agents. The results...

Blog & Insights

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