Spokn AI

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

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Resources > Blogs & Insights

Blog & Insights

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

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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…

News

11 Oct 2022

MaxContact CEO is One To Watch in Top 50 Business Leaders

Ben Booth, CEO of MaxContact has been named as a One To Watch in The LDC Top 50 Most Ambitious Business Leaders programme for 2022. The programme, which is supported by The Times and now in its fifth year, celebrates those entrepreneurs that are growing the UK’s most successful and fast-growing medium-sized firms. A record…

News

10 Oct 2022

MaxContact and HGS UK announce partnership

MaxContact is pleased to announce its partnership with the UK operations of Hinduja Global Solutions (HGS) Ltd (listed in BSE & NSE). This partnership is one element of a new ecosystem for HGS UK to differentiate and create memorable customer experiences across admired brands throughout the UK and Europe. HGS selected MaxContact to assist in…

Finance

03 Oct 2022

What are some challenges faced by vulnerable customers?

According to the Financial Conduct Authority (FCA), 27.7 million adults in the UK fall under their definition of a vulnerable customer. This includes having poor health, experiencing negative life events, low financial resilience, or having low decision-making capabilities. This number is predicted to rise even further as the cost-of-living crisis impacts peoples’ finances and mental…
How to Improve Staff Wellbeing and Engagement in Your Contact Centre

Finance

22 Sep 2022

Creating Contact Strategies for Easier Debt Resolution – MaxContact

Debt resolution is an important part of the job for many contact centres, but there are multiple factors at play in today’s debt experience for individuals and businesses.  The cost of living crisis, on top of the multi-faceted impact of the post-pandemic era, has put a real squeeze on both consumers and businesses. In some…
How to Improve Staff Wellbeing and Engagement in Your Contact Centre

Your Team

06 Sep 2022

Improving Wellbeing & Engagement in Your Contact Centre

In the era of The Great Resignation, staff wellbeing and engagement is certainly a hot topic right now. Many employees are leaving due to feeling burnt out, unsupported, or undervalued in their roles. In fact, our research shows that 72% of workers said they were burnt out, and 52% said there had been an increase…

Your Team

25 Aug 2022

Wellbeing in the workplace with Thrive: Mental Wellbeing

In this guest blog, Thrive: Mental Wellbeing share insights about workplace wellbeing, stress factors affecting contact centre workers and how to build a sustainable and effective wellbeing strategy in your business. Thrive: Mental Wellbeing is a leading mental healthcare service for organisations across the UK. Their award-winning app provides digital therapy and mental health support…

Your Team

21 Jul 2022

How to improve staff retention in your contact centre

Like many areas of our economy, contact centres are suffering from something of a recruitment crisis. A recent report from The Open University and Institute of Directors found that 63% of decision makers agree their organisation has found recruiting difficult. In addition, one study of 20,000 global employers found that nearly 70% of companies were…

News

21 Jul 2022

MaxContact shortlisted for the 2022 SaaS Awards

International Software Awards Program Announces Initial Shortlist  MaxContact has been shortlisted in the 2022 SaaS Awards program in the category Highest Customer Satisfaction with a SaaS Product. Now in its seventh year of celebrating software innovation, the Software Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK.   Categories for 2022 include…

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