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Podcast

15 May 2023

How Contact Centres Can DO & BE Better with Garry Gormley

On the first episode of Talk Time with MaxContact, Sean McIver speaks with Garry Gormley, Founder & CEO of FAB Outsourced Solutions. They discuss technological and process opportunities contact centres could seize to enhance customer experience and the work lives of agents. This blog features a recap from the MaxContact podcast Talk Time which hosts key thought…

Dialler

02 May 2023

What Are Demystifying Diallers?

The dialler is one of the most important pieces of infrastructure in any call centre. The right dialler lets you communicate with customers and clients in the right way, while adding speed and efficiency to your contact centre operations. Modern call centre diallers can also help you with quality assurance, regulatory compliance and strategic decision…

News

21 Apr 2023

MaxContact Top 50 Companies at Northern Tech Awards 2023

21st April 2023 – MaxContact, a leading provider of cloud-based contact centre solutions, has been announced as one of the top 50 companies at the Northern Tech Awards 2023 event held on the 20th of April in the iconic Assembly Rooms in the heart of Edinburgh. The annual event gathered 250 business leaders to celebrate…

BPO

22 Mar 2023

7 ways to reduce costs in your BPO contact centre

Costs are rising across business sectors and it’s certainly the case that BPO contact centres are feeling the pinch too.  Salaries are rising with the cost of living, with pay rises of between 5% and 10% common in the industry. At the same time, talent is in short supply. Finding and keeping good people means…

Inbound

03 Mar 2023

How to reduce average handle time in your call centre

Average handling time (AHT) is a key measure of the efficiency of your call centre. Very simply, the faster calls are dealt with, the more you can get through and – theoretically – the happier your customers will be. We say theoretically, because there’s a caveat here. Reducing AHT mustn’t happen at the expense of…

Industry Insights

13 Dec 2022

Why Having a Phone Line Matters: A MaxContact Study

Online companies in the UK are making it near-impossible for customers to contact them on the phone, causing customers anxiety or serious stress. That’s according to new research from MaxContact which audited the contact options at 50 of the UK’s most popular online brands. Nearly three quarters (72%) of the UK’s 50 top online brands1…
Vulnerability and the cost of living crisis: How your contact centre can support customers

Industry Insights

12 Dec 2022

How Your Contact Centre Can Support Vulnerable Customers

How does your contact centre support potentially vulnerable customers?   As agents speak with countless people daily, while trying to meet targets and other responsibilities, sometimes it can be tough to give each customer the time and sensitivity they deserve.   However, there has been an increasing number of vulnerable adults, in part due to the cost-of-living…

News

08 Dec 2022

MaxContact awarded IT Vendor of the Year award

We’re delighted to announce that we have been awarded the IT Vendor of the Year Award by the BCS, The Chartered Institute for IT and Computing. The awards ceremony took place in Central London in November 2022, with the industry out in force to support the awards and celebrate success after another challenging year. The UK IT…

BPO

08 Dec 2022

How To Find the Best Contact Centre Solution for Your BPO

As a business process outsourcing (BPO) leader, you know that more and more businesses are turning to outsourcing as part of their growth strategy. In fact, the global business process outsourcing market, valued at $232.32 billion in 2020, is expected to grow by 8.5% until at least 2028. BPOs provide client companies with valuable services…

Industry Insights

18 Nov 2022

How do contact centres develop a winning CX?

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank…
Complaint Handling in Your Contact Centre – How to Reduce Them and Improve Customer Experience

Your Team

23 Oct 2022

How to Reduce Complaints and Improve Customer Experience

Customer complaints are an expected part of the job when it comes to contact centres. But if you want to reduce complaints and improve the customer experience, you have to be proactive in your approach. We sat down with CX+EX Coach & Expert, Natalie Calvert, and MaxContact Product Owner, Sean McIver, to get their takes…

News

20 Oct 2022

MaxContact’s quarterly update – Q3

In this blog we take a look back at what we got up to at MaxContact between July and September 2022. Read on to find out about our charity 5-a-side football tournament, which awards we’ve been shortlisted for, our social activities and more in 2022’s third quarter. What’s new at MaxContact? Awards 🏆 LDC Top…

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