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Blog & Insights

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

Categories:

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…

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)…

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.  …

AI

18 Mar 2024

What is sentiment analysis: How’s it used in call centres?

Imagine if you could hear the emotions behind every customer call? No more guessing if an interaction is positive, negative or neutral. Sentiment analysis allows call centres to understand the feelings behind the voices on the other end of the phone.  What is sentiment analysis? Sentiment analysis, also known as opinion mining, is a natural…

Industry Insights

18 Mar 2024

What is VoIP: A Guide to Voice Over IP for Contact Centres

Introduction The competitive nature of contact centres means that achieving exceptional customer service and keeping costs under control is a balancing act. Traditional landlines aren’t an option, and some contact centres opt for Voice over Internet Protocol (VoIP) as a cost-effective and flexible solution to ensure effective communication with customers. This guide explores the inner…

News

13 Mar 2024

MaxContact and TForge announce strategic partnership dedicated to transforming contact centre productivity in the South African market  

MaxContact partners with TForge, a leading contact centre software provider in South Africa, to deliver enhanced omnichannel customer experiences. Manchester, UK. 13.03.2024 – MaxContact, a provider of cloud-based contact centre solutions, today announced its partnership with TForge, a leading software provider with a deep understanding of contact centres, with a large customer base in South…

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