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Blog & Insights

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

Categories:

Analytics and Optimisation

10 Jun 2021

Speech Analytics: Turning Conversations into Insights

What is speech analytics? Call centre speech analytics uses technology to analyse recorded phone conversations between call centre agents and customers. AI powered speech analysis helps to identify trends, patterns and areas for improvement in customer service, agent performance and overall contact centre operations. Speech analytics isn’t a new thing. In fact, it’s been around…

Dialler

02 Mar 2021

A leaders guide to moving to a cloud call dialler solution

After the events of the last few years, contact centre and IT leaders are looking at their contact centre technology and asking if it could be improved. The shift from onsite to more remote and hybrid working arrangements emphasised the advantages of cloud-based solutions in all sorts of areas, and contact centre software was no…

Industry Insights

11 Feb 2021

Top tips to improve your contact centre performance this year

As the main or only point of contact with many customers, contact centre performance fundamentally drives the business bottom line.  So how do you make sure yours is working as effectively as it can? MaxContact’s Product Owner, Sean McIver – who has worked on the contact centre front line – says it’s a mix of…
Ben Booth

News

27 Jan 2021

MaxContact plans to double in size in the next two years

We have recently announced growth plans to more than double in size in the next three years after receiving significant private equity investment and appointing our first non-executive chairman. We’re excited to be working with specialist Software as a Service (SaaS) growth partner FPE Capital in order to accelerate our product development roadmap and further…

News

21 Jan 2021

Getting The Best Customer Service Whilst Remote Working

Are we at the beginning of the end, or the end of the beginning? As far as Covid-19 is concerned, nobody seems entirely sure. The vaccination rollout promises an eventual release from lockdown, but scientists remain cagey about when everyday life might properly resume. In the meantime, many of your sales and customer service staff…

News

06 Nov 2020

FPE Capital have helped finance an acquisition of MaxContact

We are pleased to announce FPE Capital have helped finance an acquisition of MaxContact led by the MaxContact management team. Lars Pedersen, a serial SaaS executive, has joined the board as Non-Executive Chairman. The acquisition will further help realise the management teams vision for the company and solution. With an investment of over £1.25m in…

News

22 Jul 2020

UK Healthcare Contact Centers move to secure, agile cloud platforms with MaxContact

MaxContact were selected for their true cloud elastic scalable offerings, secure remote homeworker connectivity and flexible contracts. MaxContact have announced that they have moved four UK contact centres amassing to nearly 2,500 contact center agents to work remotely from home using the MaxContact platform, in response to increased call volumes and capacity requirements due to…

Industry Insights

22 Apr 2020

Top 5 tips for running a remote contact centre

Many businesses are now operating remote or semi-remote (hybrid) working models. With that in mind, here are five top tips for running a remote contact centre. 1. Have your morning meeting everyday When you’re not all working in the same building, regular scheduled communication with your team becomes even more important. Luckily, tools like Zoom…

Compliance and Regulations

14 Jan 2020

What Ofcom regulations really mean: A quick guide 

Industry regulator Ofcom produces regulations around what contact centres can and can’t do when it comes to automatic dialling.  The regulations can be confusing, having undergone numerous iterations over many years. On top of that, there is no single source of truth – there isn’t even a complete version of all the regulations in one…

News

30 Sep 2019

MaxContact wins Contact Centre Solution Award 2019

MaxContact was named a winner in the Contact Centre Solution category of the 2019 Credit & Collections Technology Awards at a glittering collections industry gala dinner in mid-September 2019. Judges praised MaxContact’s omnichannel approach to contact centre technologies as providing a “great one-stop shop solution to maximise efficiency” with a user-oriented design. They were also…

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