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

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How MaxContact makes customer engagement easier

- Outbound

- Omnichannel

- Inbound

- Analytics, AI & Optimisation

Al the features you need for smarter customer engagement

Spokn AI

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

How MaxContact can help you get ahead in your sector

Achieve goals and targets, whatever your team’s priorities

Find out how MaxContact helps businesses like yours.

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

How MaxContact can help you get ahead in your sector

- Blogs & Insights

- Brochures & Research

- Webinars & Events

- Customer Stories

- Product Video Library

- Podcast

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.

Resources > Blogs & Insights

Blog & Insights

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

Categories:

Public Sector - 2024 contact centre challenges

Industry Insights

22 Apr 2024

Overcoming Key Challenges for Public Sector Contact Centres in 2024 and Beyond

The public sector contact centre industry faces unique challenges in delivering high-quality customer service to the general public while managing tight budgets and dated technology. Here, we highlight several key themes and pain points impacting customer experience in 2024 across local governments in the UK. Key Challenge #1: Slow Adoption of Digital Channels One striking…

Ofcom's Plan of Work 2024/25: What Contact Centre Leaders Need to Know

Compliance and Regulations

22 Apr 2024

Ofcom’s Plan of Work 2024/25: What Contact Centre Leaders Need to Know

As a contact centre leader, staying on top of regulatory changes is crucial to ensure compliance and a customer-centric approach. Ofcom, the UK’s communications regulator, has recently published its Plan of Work for 2024/25, outlining its priorities and projects for the coming year. While the plan covers a wide range of areas, including media and…

16 Apr 2024

Debunking the Top AI Myths in the Contact Centre Industry

As artificial intelligence (AI) disrupts industries at a breakneck pace, the contact centre industry hasn’t been immune to a fog of misconceptions and myths clouding its true capabilities and limitations. We tackled these misconceptions head-on during our webinar titled “Top things you really need to know about AI in the contact centre,” where industry experts…

Community

16 Apr 2024

Three Bold Predictions for the Future of Customer Interactions in Contact Centres

At MaxContact’s ‘Afterwork’ community event, Jonty Pearce, the Founder of Call Centre Helper, shared his top three predictions for the future of the contact centre industry. While making predictions can be a bit daunting, especially in such a rapidly evolving field, Pearce believes that by examining past trends and current data, valuable insights can be…

Industry Insights

16 Apr 2024

Fostering Innovation in a Hybrid Working Environment: Insights from Industry Leaders

The shift to hybrid working models has presented both challenges and opportunities for driving innovation in contact centres. In a webinar hosted by the Call Centre Management Association (CCMA), industry leaders gathered to share their experiences and insights on this topic. The panel featured Leigh Hopwood, CEO of CCMA, Louise Walsh, Chief Customer Contact Officer…

Community

10 Apr 2024

Unlocking Contact Centre Excellence: Engagement in a Hybrid World

As contact centre leaders navigate the ever-evolving landscape of customer service, it’s crucial to adapt to new challenges and embrace innovative strategies. At MaxContact’s ‘Afterwork’ community event, organisational psychologist Danny Wareham delivered a thought-provoking talk on unlocking contact centre excellence through engagement in a hybrid world. Embracing the Hybrid Reality Wareham emphasised that the hybrid…

Channel

10 Apr 2024

Unlocking ROI Through the MaxContact CCaaS Partner Programme

Businesses operating in the channel thrive by recommending the right solutions to their customers, based on business needs. Their reputations and revenue streams rely on having the right products on hand to help their clients reduce costs, improve outcomes or increase efficiency. For communications experts or technology businesses, a Contact Centre as a Service (CCaaS)…

Analytics and Optimisation

10 Apr 2024

Introducing MaxContact’s Revamped Contact Hub: Elevating User and Customer Experiences

In this blog, we reveal the exciting new developments to our web agent platform, now known as Contact Hub. We’ll walk you through what’s changed and what each update means for our customers. At MaxContact, we’re driven by a deep understanding that exceptional customer experiences require much more than just cutting-edge technology – they demand…

Dialler

08 Apr 2024

The Best Contact Centre Software Solutions

For many businesses, delivering exceptional customer service – whether it be face-to-face or over the phone – is no longer a differentiator, it’s a necessity. But keeping pace with evolving customer expectations can be daunting. Today’s customers expect seamless, omnichannel interactions across various touchpoints, from voice calls and emails to social media and chat platforms. …

Community

08 Apr 2024

Navigating the Challenges of Software Purchases and AI Implementation in Contact Centres

At an ‘Afterwork’ community event hosted by MaxContact, CEO Ben Booth delivered an insightful talk on the challenges faced by companies when purchasing software and implementing AI in their contact centres. Drawing from his extensive experience in the industry, including his involvement in over 500 contact centre implementations, Booth shared valuable insights and advice for…

Channel

08 Apr 2024

Optimising Outbound Campaigns with MaxContact CCaaS: A Partner’s Guide

Outbound campaigns are an integral part of any company’s marketing and sales strategy. They can also be used for other reasons, such as after sales service, market research, collecting payments, confirming appointments and a host of other ways outbound features can transform customer experience. In essence, an outbound campaign involves a business actively contacting potential…

MaxContact Training Team showing their customer engagement platform during a customer demo

Channel

21 Mar 2024

Beyond basic call routing: Why UCaaS isn’t enough for complex contact centres

Unified communication platforms have revolutionised internal communications and collaboration but are too limited for contact centres Long before the pandemic, Unified Communications as a Service (UCaaS) platforms became the communication tool for businesses across industries and sectors. Today, the global UCaaS market is worth around US$36 billion and is projected to almost treble by 2032. …

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