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Blog & Insights

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

Categories:

Analytics and Optimisation

27 Mar 2025

[OnDemand] Smarter Listening: How AI-Powered Conversation Analytics Drives Contact Centre Success

Key Takeaways In our recent webinar, we explored how intelligent conversation analytics is transforming contact centres operations. MaxContact’s Leah Tillyer and Conor Bowler demonstrated how our Success Intelligence solution empowers teams to enhance performance, provide personalised coaching, and drive better business outcomes. The QA Challenge Traditional quality assurance approaches are failing contact centres. Our research...
How to use speech analytics for increase B2C outbound sales graphic

Outbound

05 Mar 2025

How to use speech analytics to increase B2C outbound sales

Struggling to boost the performance of your outbound B2C sales team? In high-volume call centres, the challenges of maximising consumer call outcomes are constant. Agents need to hit their targets, navigate objections, and keep conversations on track – all while managing large call volumes and remaining compliant. But, with the high cost of data lists,...

Analytics and Optimisation

28 Feb 2025

[Watch Now] Creating Intelligent Contact Strategies

Key Takeaways In this insightful session, Kayleigh Tait (Head of Marketing) and Ben O’Reilly (Training Specialist) share how to create an intelligent contract strategy by leveraging consumer behaviours to build trust and drive better results. Our latest research explores how UK consumers feel about AI in customer interactions and what businesses need to know to...

Analytics and Optimisation

31 Jan 2025

[Watch Now] Shaping the Future of Contact Centres – MaxContact’s 2025 Vision & Roadmap

In this insightful session, Kayleigh Tait (Head of Marketing) and Conor Bowler (Principal Product Manager) unveil MaxContact’s and Spokn AI’s product roadmap for 2025. Key Takeaways In our product vision webinar, we unveiled MaxContact’s and Spokn AI’s ambitious roadmap for 2025, focusing on empowering revenue-generating teams through intelligent automation and AI-driven insights. Here’s how we’re...

Analytics and Optimisation

25 Oct 2024

[OnDemand] Expanding Your Sales & Collections Strategy with Omnichannel Communication.

In this insightful session, MaxContact’s Head of Marketing Kayleigh Tait and Training Expert Ben O’Reilly demonstrated how businesses can enhance their customer engagement through effective omnichannel communication. Key Takeaways State of Omnichannel Communication Implementation & Best Practices for Introducing New Channels Contact Hub (MaxContact’s Agent Interface) Features & Capabilities Channel-Specific Features Email: Web Chat: SMS:...
Man holding phone

Outbound

02 Oct 2024

How To Improve Right-Party Contact Rates In Debt Resolution

If you work in a contact centre that operates in the debt resolution industry, you’ll know that achieving a high right-party contact (RPC) rate is key to success. After all, how can you collect payments efficiently if you’re not speaking with the right recipient in the first place?  Despite this, our recent benchmark report shows...

Analytics and Optimisation

25 Sep 2024

[OnDemand] MaxHax: Unlocking the Full Potential of MaxContact.

In this webinar, our experts Kayleigh Tait and Ben O’Reilly share valuable strategies and tips to boost your sales and collections campaign performance. Kayleigh covers best practice whilst Ben shows you the ‘how-to’, with plenty of MaxHax for maximum results. Key Takeaways Data Management and Segmentation Dialler Modes and Pacing Script Optimisation Inbound Call Management...
Is Your Outbound Sales Team Truly Data-Driven?

Analytics and Optimisation

17 Sep 2024

Is Your Outbound Sales Team Truly Data-Driven?

Staying ahead of the competition is no longer just about having a talented team and a great product. Outbound sales teams can’t rely on instinct alone. Today’s successful sales operations are built on a foundation of data-driven decisions, cutting-edge technology, and continuous improvement. But what does it really mean to be “data-driven” in outbound sales?...
Man holding phone

Dialler

29 Aug 2024

A Guide to Answering Machine Detection (AMD)

Imagine this: you’re running an outbound call campaign, and 5% of your calls go unanswered. Well, according to our recent benchmark report, this is the reality for 29% of call centres. That’s a lot of wasted time and effort for your agents, not to mention a frustrating experience for potential customers. This is where Answering...

Dialler

30 Jul 2024

What is Contact Centre as a Service (CCaaS)? 

Delivering Exceptional Customer Service in the Cloud. Customer expectations are at an all-time high and your contact centre is undoubtedly feeling the pressure. When communicating with companies, customers demand availability across multiple channels, and they want quick, efficient service.  Traditional on-premise call centres with their siloed operations and limited multichannel options, may find themselves struggling...

News

25 Jul 2024

MaxContact Empowers Dudley Council: A Success Story in Public Sector Efficiency

At MaxContact, we pride ourselves on delivering a contact centre software solution that drive real-world results. Our partnership with Dudley Council, a large local authority in the West Midlands, demonstrates our commitment to transforming contact centre operations in the public sector. Dudley Council, who manage over 21,000 properties, faced challenges in rental income collection and...

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