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Blog & Insights

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

Categories:

Inbound

09 Jun 2022

How to write a call centre script in 6 easy steps

One of the simplest and most effective tools in your contact centre armoury is your call centre script. A call centre script is a set of predefined questions, responses and conversation pathways for agents to follow when communicating with customers over the phone.  This helps agents communicate confidently and effectively with customers, no matter how little…

Industry Insights

20 May 2022

6 ways to deal with difficult customers

It sometimes feels like we live in an angry age. It certainly feels that way to customer-facing staff, who have been subject to a growing torrent of abuse since the start of the pandemic. In fact, according to the Institute of Customer Service, 60% of customer-facing staff have experienced hostility from customers since early 2020,…

News

16 May 2022

MaxContact builds on record year of growth with new VP of Engineering

We’re pleased to announce a key new appointment to our senior team following an unprecedented period of growth! In 2021 our rapid growth saw us become one of the fastest-growing contact centre specialists in the country. We saw record sales across the year, with a 45% growth in subscription revenue in 2021, while we also…

Industry Insights

05 May 2022

Supporting Customer Service Staff: Cost-of-Living Crisis

The pressure on customers is well-documented, but service staff need the full support of their business and guidance from their leaders during these difficult times too. The harsh reality of working within a customer-facing role is the abuse you may receive, sometimes on a daily basis. Physical or verbal abuse towards shop workers and call centre agents…

Your Team

29 Apr 2022

What to do about staff burnout

According to WebMD, “burnout is a form of exhaustion caused by constantly feeling swamped.”   That’s an apt description of the situation many contact centre leaders and advisors find themselves in right now. During Covid, contact centres became the frontline of customer communications, if they weren’t already.  Employees had to deal with more calls, and field…

Your Team

08 Apr 2022

How do I improve my contact centre recruitment strategy?

A recent survey of nearly 20,000 employers around the world found that almost 70% of businesses are having trouble hiring new employees, which is the highest level in 15 years. In the face of such a challenging recruitment climate, the contact centre industry is in a particularly tough position. Attrition in the UK industry –…

News

22 Feb 2022

MaxContact has evolved.

Things have changed a bit at MaxContact. As you may have noticed, we’ve completely revamped our website and brand. We think they’re clearer, cleaner, and better reflect who we are and how far we’ve come. But why have we done it? We’ve come a long way… Our old website and brand have served us well…

News

18 Feb 2022

Making a difference at MaxContact

Before the pandemic, employees at MaxContact would meet regularly outside of the 9-5, for informal get togethers, team nights out and other social occasions. We also used to support charities together, whether that meant volunteer days or fundraising events. Of course, all that changed a bit during the pandemic. We had virtual quizzes and distanced…

Your Team

17 Jan 2022

Three-quarters of customer-facing workers facing imminent burnout

Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career progression. That’s according to our new study, Customer Engagement Burnout1, which surveyed 750 UK workers in customer-facing roles, including contact centre agents and those whose jobs regularly involve talking to customers over the…

Industry Insights

17 Nov 2021

Why choosing a small ISV makes perfect business sense

In the 1970s, big players in the burgeoning computer industry coined the phrase FUD. It stands for Fear, Uncertainty and Doubt, and it’s what behemoths like IBM tried to sow in the minds of customers in relation to plucky young upstarts like Microsoft and Apple. It’s fair to say that the FUD strategy didn’t work…

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