Spokn AI

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

Use Cases

Achieve goals and targets, whatever your team’s priorities

- Debt Resolution

- Customer Service

- Sales

- Customer Experience

- Support

- Employee Experience

On-demand Demo

Find out how MaxContact helps businesses like yours.

About

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

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 research unveils how IT Leaders can support customer experience functions more effectively

MaxContact, a leading UK-based customer engagement software provider, has shared findings from their new report – ‘Operational Efficiency and Customer Experience: Insights for your IT Strategy.’ This study, based on a survey of 100 UK-based IT leaders, serves as an invaluable resource, offering data-backed insights on processes, technology, customer experience, operational efficiency and digital transformation.

Headline messages include:

  • Operational efficiencies & customer experience: In a flatlining economy, IT leaders are focused on improving efficiency and performance across their organisations, with survey respondents citing ‘implementing new technologies and tools to improve efficiencies’ as their number one focus for the next six months. This proactive approach reflects the adaptability of IT leaders, who recognise that investing in advanced technologies can lead to more streamlined operations and ultimately improved business performance. IT Leaders are primarily looking to invest in business operations software (49%) and customer support technologies (43%) in the next 12 months, according to the survey results.
  • AI’s growing influence: 75% of IT leaders expressed optimism about the impact of AI technologies, particularly in driving innovation and enabling better customer service. They see AI not just as a technological advancement but as a pivotal driver of innovation, enabling the delivery of better and more responsive customer service. Their enthusiasm for AI underscores its growing importance as an integral component of IT strategies.
  • Digital transformation progress: Nearly half of respondents say they’ve largely transitioned to digital ways of working, though a significant minority (16%) are some way from that goal. The report reveals a mixed landscape when it comes to digital transformation. While nearly half of the respondents indicate substantial progress in transitioning to digital ways of working, a noteworthy minority are still in the process of embracing these transformative changes. This disparity highlights the diversity of digital maturity levels among organisations. A forward-looking mindset is essential for organisations striving to remain competitive in today’s digital landscape, with 99% of those polled planning to invest in some form of digital transformation over the next 12 months.
  • Hybrid workforce challenges: Over a quarter of those surveyed say managing a hybrid or remote workforce split is the main challenge in their role. This challenge signifies the need to balance the demands of remote and in-office work, ensuring that employees remain productive, engaged, and connected. The report provides valuable insights for IT leaders seeking to navigate the complexities of the hybrid workforce, offering strategies to overcome these challenges.

MaxContact’s VP of Engineering, Matt Yates, commented on the report saying,

“This report underscores the resilience and adaptability of IT leaders in these trying times. It provides invaluable insights into the strategies and challenges faced by peers, offering advice for making well-informed decisions around operational efficiencies and customer experience for IT leaders. As technology continues to evolve, MaxContact remains committed to providing powerful customer engagement solutions that empower organisations to thrive in the customer experience landscape.”

MaxContact’s report is an essential guide for IT leaders, providing insights from peers that can shape effective strategies. To access the full report and explore the research, please access the report for free, here.

Explore more blogs

News

10 Oct 2024

Ben Booth named one of the UK’s Top 50 Most Ambitious Business Leaders for 2024

Ben Booth, CEO of MaxContact has been recognised as one of The LDC Top 50 Most Ambitious Business Leaders for 2024, in partnership with The Times. Created by trusted investment partner LDC – part of Lloyds Banking Group, The Top 50 celebrates entrepreneurs demonstrating remarkable ambition, and is now in its seventh year. This year...

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...