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Industry Insights

18 Nov 2023

Contact centre predictions for 2024

This has been a year of challenge and change for the contact centre industry. On one hand, the hype around ChatGPT brought AI into the mainstream, even if AI-powered chatbots and speech analytics have been part of advanced contact centre solutions for a number of years. With growing customer and agent acceptance, the continuing development…
It leaders ops report maxcontact

Analytics and Optimisation

30 Oct 2023

Insights for your IT strategy

In a poll of IT leaders carried out for MaxContact in August 2023, 99% of respondents said they were planning to invest in digital transformation over the next 12 months. So it’s clear this is an area of focus, but what are their priorities, and – in a challenging economy – what will they spend…
The Evolving Contact Centre Landscape report

Industry Insights

30 Oct 2023

Contact Centres: Data driven insights from the inside

In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We quizzed over 100 contact centre leaders on the trends and challenges that will drive their strategies in 2024 and beyond. The research uncovered lots of interesting and useful information. You can download the full report – The…

News

26 Oct 2023

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….

News

25 Oct 2023

How to balance performance & costs in economic uncertainty

MaxContact, a leading UK-based customer engagement software provider, has shared findings from their new report – ‘The Evolving Contact Centre Landscape: Trends, Challenges and Strategies for Contact Centre Leaders’ – revealing insights into the evolving contact centre landscape. The report, which includes results from a survey of 100 operational and contact centre leaders across the…
Whistl MaxContact How Contact Centre Scripting Creates Enhanced Customer Experiences

Analytics and Optimisation

25 Oct 2023

How Scripting Creates Enhanced Customer Experiences

In this guest blog, Whistl share insights on how contact centre scripting has evolved and explore how it can benefit your business by enhancing compliance, agent training, and customer experience. What is Contact Centre Scripting? Contact centre scripting is a structured approach to customer service and support operations. Agents work with predefined scripts or guidelines…
Female call centre employee managing omnichannel communications using MaxContact's Omnichannel Engagement Platform

Omnichannel

24 Oct 2023

Omnichannel Contact Centre Software: The Ultimate Guide 

Omnichannel communications allow customers to interact with your organisation using any one of a number of channels, from voice and email to instant messaging and live chat. Customers increasingly expect to be offered omnichannel options, making it a key ingredient in customer satisfaction scores. In addition, omnichannel platforms help agents deliver a coherent, joined-up service.

Podcast

23 Oct 2023

How To Align Culture & Strategy with Employee Engagement

This blog features a recap from the MaxContact podcast Talk Time which hosts key thought leaders to discuss emerging trends, industry insights, and innovative technologies that help contact centres optimise their customer experience. Employee engagement is more than just keeping staff members happy. According to Danny Wareham, the founder of Firgun and a seasoned veteran in the…
Agent toolkit AI in contact centres: optimising employee and customer experience

AI

06 Sep 2023

AI in contact centres: optimising employee and customer experience

Growing demands – and rising costs These are challenging times for contact centres. Studies suggest that customer expectations have hit an all time high, and in one case, that a large majority of customers now consider the experience a company provides to be as important as its products or services. At the same time, pressure…
From Sales to Service: How Dialler Software Transforms Customer Experience

Dialler

25 Aug 2023

How Dialler Software Can Transform Customer Experience

Most companies don’t offer unique products or services, and there are few monopolies in modern commerce. So how do businesses compete? On quality, price and customer experience.  In the commoditised world of the contact centre, it’s customer experience that often provides the real point of difference. Satisfied customers drive growth and profit. That’s why two-thirds…

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