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The Evolving Contact Centre Landscape report

Industry Insights

30 Oct 2023

Contact Centres: Data driven insights from the inside

In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We quizzed over 100 contact centre leaders on the trends and challenges that will drive their strategies in 2024 and beyond. The research uncovered lots of interesting and useful information. You can download the full report – The...
Whistl MaxContact How Contact Centre Scripting Creates Enhanced Customer Experiences

Analytics and Optimisation

25 Oct 2023

How Scripting Creates Enhanced Customer Experiences

In this guest blog, Whistl share insights on how contact centre scripting has evolved and explore how it can benefit your business by enhancing compliance, agent training, and customer experience. What is Contact Centre Scripting? Contact centre scripting is a structured approach to customer service and support operations. Agents work with predefined scripts or guidelines...
From Sales to Service: How Dialler Software Transforms Customer Experience

Dialler

25 Aug 2023

How Dialler Software Can Transform Customer Experience

Most companies don’t offer unique products or services, and there are few monopolies in modern commerce. So how do businesses compete? On quality, price and customer experience.  In the commoditised world of the contact centre, it’s customer experience that often provides the real point of difference. Satisfied customers drive growth and profit. That’s why two-thirds...
5 Must-Have Dialler Features You Need In Your Outbound Call Centre

Dialler

25 Aug 2023

5 Must-Have Dialler Features You Need In Your Outbound Call Centre 

A dialler (or auto-dialler) is one of the most important pieces of technology in any contact centre. A good one is your outbound team’s secret weapon, allowing agents to have more of the conversations that make a difference.  There are various kinds of dialler, but they all automate the task of placing calls to customers....
AI in Call Centres: How Will AI Impact Customer Service?

AI

25 Aug 2023

AI in Call Centres: How Will AI Impact Customer Service?

Unless you’ve just returned from a very long vacation on a very isolated island, you’ll probably know a thing or two about ChatGPT already.  ChatGPT and other generative AI technologies are suddenly everywhere. News of the latest developments have crossed from the technology press to 10 o’clock news. Workers worry that AI may take their...
How to Harness Innovation to Improve Contact Strategies and Drive Continuous Improvement in Your Contact Centre

Industry Insights

23 Aug 2023

How to improve contact strategies in your call centre

How can contact centre teams move with the times and improve contact strategies to push their results to the next level?  In a recent webinar session, Sean McIver, Product Owner at MaxContact, poses this question to two expert guests – Martin Teasdale, Founder of The Team Leader Community and the GOOW Podcast, and Beverley Hughes,...
MaxContact Secures Major Investment to drive innovation and growth: Elevating Customer Experiences: MaxContact’s New Funding Boosts AI-Technology Advancements for Enhanced Customer Interactions.

Industry Insights

23 Aug 2023

MaxContact Secures Major Investment to Propel Growth

Elevating Customer Experiences: MaxContact’s New Funding Boosts AI-Technology Advancements for Enhanced Customer Interactions.  Manchester-based customer engagement technology provider MaxContact announced it has secured funding to accelerate a new phase of innovation and growth.   MaxContact, which private equity firm FPE Capital has backed since October 2020, has worked to secure additional investment to accelerate further development...
Is your organisation ready for the AI Revolution

AI

16 Aug 2023

Is your organisation ready for the AI revolution?

An AI-driven future has arrived AI was a bold idea, then a niche technological interest, and then – in what seemed like the click of a finger – it was everywhere. AI has arrived and it is about to change everything. Eminent scientists are saying that AI could be as transformative as the industrial revolution....
How to Reduce Costs in Your Contact Centre without Compromising Experience

Industry Insights

17 Jul 2023

How to Reduce Costs in Your Contact Centre

Need to reduce costs, but don’t want to sacrifice customer or employee experience? This is a very real situation that so many contact centre leaders are currently facing.   Following the pandemic, prices are rising, there’s an energy crisis, a cost-of-living crisis, and the great resignation on top. Regardless of industry type, everyone has been affected...
CCaaS: How an Expert Partner Can Help Tame the Fear of Cloud-Based Transformation

Industry Insights

13 Jul 2023

How CCaaS Can Transform Your Contact Centre Experience

Technology can be scary. The complexity, the cost, the pace at which it evolves. For businesses, there is a lot riding on it. Everything from day-to-day operations to strategic future planning depends upon the right hardware, the right software, and the right management. In the contact centre space in particular, technology has had to respond...

Industry Insights

12 Jul 2023

How to create a data-driven customer contact strategy

In this line of work, it’s all about making contact. The more you interact with customers, the better your results will be. But how do you improve your ‘hit rate’ – the chances of your calls being answered (or emails replied to), and the likelihood of a positive interaction? For that, you need a strategy....

Finance

27 Jun 2023

A guide for contact centre teams in financial services

The first part of the Financial Conduct Authority’s (FCA) new Consumer Duty legislation came into force on 31 July 2023. All regulated financial sector firms – insurers, lenders, banks, DCAs and more – now have to abide by its rules.  What is the FCA’s Consumer Duty?  So what is the Consumer Duty and what are...

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