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Benchmark your contact centre performance against key KPIs, based on data from 500 contact centre leaders.

How MaxContact makes customer engagement easier

- Outbound

- Omnichannel

- Inbound

- Analytics, AI & Optimisation

Al the features you need for smarter customer engagement

Spokn AI

AI Speech Analytics to understand the 'why' behind every call

How MaxContact can help you get ahead in your sector

Achieve goals and targets, whatever your team’s priorities

Find out how MaxContact helps businesses like yours.

We keep you in control across your whole contact centre ecosystem.

- Getting started

- Integrations

- Business Continuity

- Work from anywhere

- Security & Compliance

On-Demand Demo

Find out how MaxContact helps businesses like yours.

Our Platform

Find out about our platform and how it benefits our clients

How MaxContact can help you get ahead in your sector

- Blogs & Insights

- Brochures & Research

- Webinars & Events

- Customer Stories

- Product Video Library

- Podcast

Join the Community

A community for leaders to connect and share knowledge to achieve contact centre excellence.

Benchmark Report

Benchmark your contact centre performance against key KPIs, based on data from 500 contact centre leaders.

Industry Insights

Blog & Insights

Read the latest on making smart conversations happen in your contact centre.

Categories:

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...

Benchmarking Your Contact Centre: 2024 UK Agent and Team Performance Insights

Industry Insights

05 Jun 2024

Benchmarking Your Contact Centre: 2024 UK Agent and Team Performance Insights

Staying informed about industry benchmarks and best practices is essential for contact centre leaders looking to drive success in an increasingly competitive market. Our comprehensive survey, conducted in May 2024, gained insights from 500 UK contact centre teams, with sizes ranging from 20 to 4,999 agents, providing valuable insights into the current state of agent...

Optimising Your Debt Collection Contact Centre Performance: 2024 UK Benchmarking Insights

Finance

05 Jun 2024

Optimising Your Debt Collection Contact Centre Performance: 2024 UK Benchmarking Insights

Debt collection is undoubtedly challenging; it’s crucial for contact centre leaders to continuously assess and optimise their team’s performance. Our recent survey of 100 UK debt collection professionals provides valuable benchmarking data to help you evaluate your team’s effectiveness and identify areas for improvement. In this blog, we’ll dive into the key metrics and offer...

Elevating Your Customer Service Contact Centre Performance: 2024 UK Benchmarking Insights

Industry Insights

05 Jun 2024

Elevating Your Customer Service Contact Centre Performance: 2024 UK Benchmarking Insights

Delivering exceptional customer service is key to fostering customer loyalty and driving business growth. Our recent survey of 449 UK customer care and technical support professionals provides invaluable benchmarking data to help you assess your team’s performance and identify areas for improvement. In this blog, we’ll explore the key metrics and share actionable strategies to...

Bridging the digital gap - practical solution for contact centres on a budget

Industry Insights

30 Apr 2024

Bridging the Digital Gap: Practical Solutions for Public Sector Contact Centres on a Budget

Public sector contact centres are on the cusp of a digital revolution, aiming to streamline processes, personalise interactions, and delight customers with efficient and user-friendly experiences. However, embarking on this journey often comes with budgetary limitations. While long-term digital goals are crucial, the needs of your contact centre can’t wait. In this blog post, we’ll...

Mastering CLI Compliance: Navigating Ofcom Regulations

Compliance and Regulations

30 Apr 2024

Mastering CLI Compliance: Navigating Ofcom Regulations

Did you know that 34% of small business owners in the UK remain unaware of the regulations enforced by Ofcom? It is crucial for businesses to ensure they understand and comply with the regulations established by Ofcom. Failing to comply with these regulations can result in serious consequences, including hefty fines and reputational damage. For...

Public Sector - 2024 contact centre challenges

Industry Insights

22 Apr 2024

Overcoming Key Challenges for Public Sector Contact Centres in 2024 and Beyond

The public sector contact centre industry faces unique challenges in delivering high-quality customer service to the general public while managing tight budgets and dated technology. Here, we highlight several key themes and pain points impacting customer experience in 2024 across local governments in the UK. Key Challenge #1: Slow Adoption of Digital Channels One striking...

Ofcom's Plan of Work 2024/25: What Contact Centre Leaders Need to Know

Compliance and Regulations

22 Apr 2024

Ofcom’s Plan of Work 2024/25: What Contact Centre Leaders Need to Know

As a contact centre leader, staying on top of regulatory changes is crucial to ensure compliance and a customer-centric approach. Ofcom, the UK’s communications regulator, has recently published its Plan of Work for 2024/25, outlining its priorities and projects for the coming year. While the plan covers a wide range of areas, including media and...

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