MaxContact Wins at the 2025 Megabuyte Emerging Stars Awards
We’re proud to announce that MaxContact has been named the Best Performing Company in Customer Relationship Management at the 2025 Megabuyte Emerging Stars Awards!
A Significant Achievement
This recognition places us among an elite group of 50 Emerging Stars, selected from an initial pool of over 6,000 companies. With only 825 meeting the strict eligibility criteria in a challenging economic climate, this award reflects our team’s commitment to innovation and excellence.
“Despite experiencing some softness in sectors like energy and longer sales cycles in recent years, MaxContact has maintained c. 30% revenue growth, ahead of most other vendors in the contact centre software market. A key proponent of this is its conversational AI product strategy, with AI-enabled products featuring in 80%+ of deals.”
Moving Forward
This award validates our strategic direction and focus on delivering innovative solutions that address real customer needs. Our investment in conversational AI technology, Spokn AI, continues to drive our success and differentiate us in the market.
We remain committed to supporting our 100+ UK customers across BPO, communications, financial services, utilities, and retail sectors with solutions that enhance their customer engagement capabilities.
We’d like to thank our dedicated team, partners and valued customers for their ongoing support and confidence in MaxContact.
About Megabuyte
Megabuyte supports UK scale-up and mid-market software & ICT Services companies to develop robust growth strategies, understand their competitive landscape and customer sentiment, benchmark their financial performance and valuation, and identify and track M&A targets. They provide proprietary insights and data through their subscription research service, offer packaged consulting services, and give access to their network of some 500 tech sector CEOs through events and their expert network.
About the Emerging Stars Awards
The Emerging Stars awards are part of the Megabuyte100 award series which collectively celebrate the 100 best-performing technology companies in the UK. The awards identify the UK’s best-performing technology scale-ups as defined by Megabuyte’s proprietary Scorecard methodology, complemented by expert qualitative insights from their analysts. Evaluation criteria encompass factors such as size, growth, and margins, highlighting the top 50 best-performing scale-up companies in the UK.
Learn More
For further information about the 2025 Megabuyte Emerging Stars Awards and to see the complete list of winners, click here to access the full Megabuyte report.
Here’s to continued success and innovation throughout 2025!
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Are we at the beginning of the end, or the end of the beginning? As far as Covid-19 is concerned, nobody seems entirely sure. The vaccination rollout promises an eventual release from lockdown, but scientists remain cagey about when everyday life might properly resume.
In the meantime, many of your sales and customer service staff are getting used to working from home. They may be there for a while yet, at least until a combination of the vaccine rollout and better summer weather allows for a cautious return to the office.
Even then, not every business will be forcing staff back into work full time. Social distancing rules are likely to remain in place for the foreseeable future, limiting the number of employees in the same space at the same time.
There’s also growing speculation that many companies will never return to pre-Covid work practices, and that some form of flexible working will become standard practice. A recent Call Centre Helper poll showed that just 7% of contact centres planned to return to the office as normal2, and ONS reported a 47% increase in demand for home working amongst call centre staff1. The data’s there to see, hybrid working, where employees spend some of the week in the office and some working from home, will become far more widespread once the pandemic ends.
The hybrid model of work
There are certainly benefits to it. According to research from Slack, most knowledge workers want a hybrid remote-office model in future. Hardly any want to return to the office full time. Those results are mirrored across sectors and industries, inferring that companies who want to attract the best talent may have to offer hybrid working as a benefit.
Even among businesses with large sales and customer service teams, the benefits of hybrid working may outweigh inevitable misgivings. Many businesses believe they can cut post-pandemic costs by reducing office estates and moving to smaller premises that only have to accommodate a proportion of a firm’s total workforce at any one time.
Put it all together, and it means remote working probably isn’t going anywhere, even after Covid. And even businesses that remain determined to return en masse to the office eventually have no real idea of when that time might be.
So, we’re trying to balance all of this, with changing consumer contact habits – increased adoption of new channels and differing contact patterns – as well as a globally reported increase in contact centre demand, with support firm ZenDesk seeing a steady 16 per cent increase in support contact requests above pre-pandemic levels3.
Productivity challenges
So instead of holding on to pre-pandemic processes, businesses might be better asking how they can adapt more effectively to the ‘normal’ of today while also preparing for whatever tomorrow might throw at them.
Or to put it simply, how do you equip your remote staff with the tools they need to work as productively away from the office as they can in it? How do you train and mentor your teams remotely? How do you continue to delight customers and drive sales when most of your team is working from home? When your workforce returns to a socially distanced office, or splits its time between the office and home, how do you maintain a consistent customer experience?
Businesses have been asking similar questions since last March, of course. But many now realise that the sticking-plaster solutions hastily implemented then are no longer enough, especially when it comes to customer contact. Communications platforms need to give employees the tools they need today, while future-proofing businesses for whatever next month, next year or even the next decade might bring.
Is cloud-first the answer?
It’s for that reason that businesses of all kinds are turning to cloud-based solutions. When your contact centre solution lives in the cloud, your agents can access it from anywhere, on any device, onboarding new starters and completing system training remotely is easier. And, with solutions like MaxContact, new features and functionality are consistently introduced as market trends and business needs change.
But there’s more to a future-proof solution than simply the convenience of cloud. It has to be highly reliable, flexible and secure, while giving you the data you need to measure performance and implement change.
MaxContact is cloud-native for that reason. You get the assurances with the combination of a fully equipped contact centre solution that fulfils all these requirements combined with a resilient uptime guarantee of 99.999% so dropouts and downtime won’t affect sales and customer service. Whilst real-time dashboards and custom reporting give managers full transparency over their teams’ efficiency, wherever they happen to be located.
reduction in training, the issue of training a workforce in the contact centre fast and easily remotely has been of major benefit
This valuable data can eventually be used to inform decision making around post-pandemic working models, giving a real insight into the benefits and challenges of remote working models based on your specific circumstances for every campaign and every call centre agent. This data becomes invaluable in a world were presenteeism in some form has been part of most of our everyday lives for the past 12 months.
Security concerns
Working from home has meant that the companies networks – that were once a secure perimeter – have expanded to every employee home and the plethora of devices they use. There’s now an increasing need to deploy communications solutions with network and data centre security baked in. But we go further. Granular permissions mean you can limit the data your home working teams have access to and remove restrictions at the click of a mouse on those days when they are working from the office.
In fact, MaxContact gives you that kind of agility throughout your contact centre operation. You can add and remove users in minutes, and equip new sites in just a couple of days. MaxContact lets you calculate your staffing requirements using statistical analysis so that, wherever your workforce is based, you always have the right staff with the right skills in place.
In other words, powerful contact centre solutions like MaxContact don’t just solve the temporary challenges of remote working. They equip your business for an uncertain future.
Use our powerful cloud platform to create an agile, secure and streamlined contact centre that not only adapts to the unpredictable challenges of the post-pandemic world.
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Staying ahead of the competition is no longer just about having a talented team and a great product. Outbound sales teams can’t rely on instinct alone. Today’s successful sales operations are built on a foundation of data-driven decisions, cutting-edge technology, and continuous improvement.
But what does it really mean to be “data-driven” in outbound sales?
MaxContact’s 2024 KPI Benchmarking Report provides valuable context for the state of outbound sales. With an average of 65.55 daily calls per agent and a mean success rate of 6.74%, it’s clear that volume alone doesn’t guarantee success. The question is: how can you use this type of data to drive meaningful improvements in your team’s performance?
Embrace Advanced Dialling Technology
One of the most impactful ways to make your outbound sales team more data-driven is by implementing advanced dialling technology. Predictive dialling solutions use real-time data to optimise call pacing, ensuring agents spend more time talking to prospects and less time waiting between calls.
Our benchmarking report reveals that top-performing teams handle between 31 and 60 calls per agent per day. By leveraging predictive dialling, you can help your team reach or exceed this benchmark efficiently. MaxContact’s ‘undroppable’ feature and ‘degrade to progressive’ setting use data to balance aggressive outreach with compliance requirements, addressing the industry-wide challenge of maintaining high contact rates while avoiding regulatory penalties.
Implement Intelligent Lead Prioritisation
Not all leads are created equal, and a truly data-driven team recognises this fact. The benchmark report shows that the average first-call close rate is 27.81%, with nearly 30% of teams achieving 20 to 29%. To improve these figures, move beyond simple “first in, first out” approaches to lead management.
Consider implementing custom data fetching and prioritisation tools that allow you to rank leads based on criteria such as potential deal size, recent interactions, or historical conversion rates. This approach ensures your team is always focusing on the most promising opportunities, significantly increasing the chances of success.
Match the Right Agent to the Right Lead
Data can play a crucial role in ensuring each lead is handled by the most suitable agent. MaxContact’s benchmark report indicates that the mean average revenue per call is £197.60, but nearly a quarter of teams generate much less, averaging £30 to £59 per call. This disparity suggests that proper lead-agent matching could significantly impact revenue.
Implementing a dialler with outbound skill-based routing that automatically matches leads with agents based on factors such as product knowledge, industry experience, or past performance with similar leads. This data-driven approach to call routing can dramatically improve conversion rates and average revenue per call.
Leverage Real-Time Analytics for Agile Decision Making
The world of sales is volatile, and simply waiting for end-of-day or weekly reports in this market just isn’t going to cut it. Empower your team leaders with real-time analytics dashboards that allow them to monitor performance as it happens and make immediate adjustments.
Real-time dashboards enable managers to spot trends or issues as they emerge, allowing for rapid response. This could mean reallocating resources, adjusting scripts, or providing on-the-spot coaching to underperforming agents. According to a study by McKinsey, companies that use customer analytics comprehensively report exceed their competition in terms of profit almost twice as often as companies that do not.
Utilise AI-Powered Speech Analytics for Deeper Insights
To truly understand what’s happening in your sales conversations, consider implementing AI-powered speech analytics. Tools like Spokn AI can analyse 100% of your customer interactions, providing insights that would be impossible to gather manually.
Speech analytics has emerged as a game-changing tool for outbound sales teams, transforming customer conversations into a goldmine of actionable insights. This technology analyses audio from customer calls, identifying key topics and detecting customer sentiment.
Key benefits for outbound sales teams include:
Enhanced Agent Training: Identify successful techniques and areas for improvement, allowing for targeted training programmes.
Customer Sentiment Analysis: Detect changes in tone and emotion, helping agents adapt their approach in real-time.
Quality Assurance at Scale: Analyse every call, ensuring comprehensive QA and quick identification of compliance issues.
Identifying Sales Opportunities: Recognise patterns in successful calls to refine sales scripts and strategies.
Competitor Intelligence: Flag mentions of competitors, providing valuable market insights.
Trend Identification: Quickly spot emerging trends in customer behaviour or common objections.
By implementing speech analytics, outbound sales teams can gain data-driven insights that lead to more effective strategies, improved customer experiences, and better business outcomes. Use these insights to identify common objections, spot successful sales techniques, and provide targeted coaching to your team. A recent study by Forrester found that companies using AI-driven speech analytics saw a 10% increase in customer satisfaction scores and a 15% improvement in first-call resolution rates.
With speech analytics, you’re not just collecting more data – you’re gaining the ability to understand and act on the nuances of every customer interaction, transforming your outbound sales operation into a truly data-driven powerhouse.
Foster a Culture of Continuous, Data-Driven Improvement
Creating a data-driven outbound sales team goes beyond implementing new technologies—it’s about fostering a culture where data informs every decision. This shift requires a multi-faceted approach that engages every level of your organisation.
Set clear, data-backed goals using industry benchmarks and your historical data. Aim to exceed average performance metrics, such as the 6.74% success per call rate revealed in our benchmark report. Make these goals visible and track progress regularly, ensuring everyone understands how their efforts contribute to team objectives.
Invest in data literacy across your team. Provide training programmes that help staff understand and interpret key metrics. This empowers them to make data-driven decisions in their daily work, whether it’s analysing call data or interpreting conversion rates.
Implement regular data review meetings. Use this time to discuss trends, celebrate successes, and collaboratively identify areas for improvement. Encourage team members to share insights they’ve gained from their own data analysis, fostering a culture of shared learning.
Use data to personalise coaching and development plans for each agent. This tailored approach not only leads to more effective improvements but also demonstrates the practical value of data in personal growth and career progression.
The Path to Data-Driven Success
Transforming your outbound sales team into a data-driven powerhouse is a journey, not a destination. It requires a commitment to continuous improvement, investment in the right tools, and a willingness to let data challenge assumptions and drive decision-making.
Implementing these strategies and leveraging advanced solutions can unlock the full potential of your outbound sales team. You’ll be able to optimise processes in real-time, provide more personalised experiences to prospects, and continuously refine your strategies based on concrete insights.
Remember, the goal isn’t just to collect data – it’s to use that data to drive meaningful improvements in performance, efficiency, and ultimately, sales success. With the right approach and tools, you can not only meet but exceed the benchmarks set by top-performing teams in the industry.
Are you ready to take your outbound sales to the next level? Get in touch with the team today and explore how MaxContact can help your sales become truly data-driven.
Blog
5 min read
Contact Centre Trends: What to Expect in 2026
2025 taught us that small AI wins beat big promises. Now 2026 presents a different challenge.
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Contact centres are working harder than ever – yet outcomes aren't improving. Despite deploying more technology and increased investment, connect rates remain stubbornly lower, attrition stays high and costs per call have reached a five-year high.
The breakthrough will come from technology that connects seamlessly – where your systems work as one platform, not separate tools.
Here's what contact centre leaders need to know about 2026.
2026's Defining Shift: Making Your Systems Talk to Each Other
Last year was about proving AI works. This year is about making it work together.
Picture this: Your conversation analytics spots that agents are struggling with a specific complaint type. Right now, that insight sits in a report somewhere. In 2026? It automatically triggers updated coaching materials, alerts team leaders, and feeds into next week's training schedule.
That's the shift. Not more tools. Connected tools.
Your CRM knows what your telephony system is doing. Your analytics feed your workforce planning. Your AI capabilities trigger actual actions, not just insights.
The winners in 2026 will connect their systems, not just collect them.
Key Takeaway: The winners in 2026 will be organisations that connect their capabilities, not just collect point solutions.
AI Adoption: Data First or Fail Fast
With 66% of organisations already using or piloting AI, adoption is no longer the question. Successful implementation is. And here's the problem: 80% cite data quality as their main barrier, while 75% say their data is too siloed to use AI effectively.
Here's what happens next
Some organisations will fix their data first. Others will skip that step and wonder why their AI projects fail. The gap between these two groups will widen fast in 2026.
The organisations getting it right start with a simple question:
Before any AI project: where's the data? Is it current? Can we trust it? Is it joined up?
Then they split projects into two categories:
Quick wins need minimal data. Automated absence handling? One data source. Call summarisation? Just transcripts. These deliver fast returns and fund bigger projects.
Big projects need more serious data work. Cross-channel customer insights. Predictive analytics. These require 12-18 months of data consolidation. But once done, they unlock multiple AI use cases at once.
The Reality Check
Most organisations skip the data work. They deploy AI on fragmented information. It disappoints. They blame the AI.
Meanwhile, AI is creating more data. Speech analytics now transcribes every call. Conversation analytics tracks every interaction. The challenge isn't just fixing old data problems – it's making the flood of new data useful for the people who need it.
Key Takeaway: Start with quick wins on clean data. But commit to the harder work of data consolidation, or your AI projects will keep disappointing.
Contact Strategy: Beyond Set-and-Forget
The numbers are stark: outbound connect rates sit at 42.8%, with only 27% reaching the right person. Traditional set-and-forget strategies aren't working. AI call screening will only make this harder.
Yet voice isn't dying – it's evolving. Most valuable AI starts with voice: conversational AI, sentiment analysis, real-time insights. Even chatbots are moving toward voice interfaces.
What Works in 2026
Three factors define successful contact strategies:
Speed to lead has returned as top priority. When customers show intent, the window is minutes, not hours. Organisations reaching out within 5-10 minutes see dramatically higher conversion.
Intelligent personalisation means dynamic, context-aware outreach. Not just who to contact, but when, how, and with what message based on their specific situation and recent interactions. This requires joining up web behaviour, contact history, and purchase patterns.
Dynamic multi-channel workflows adapt in real-time. Customer doesn't answer? Trigger an SMS: "We're calling from [company]. Save this number, we'll call back at [preferred time]." They respond with availability and the system adapts. They engage via chat? The system handles it and transfers to human when needed, with full context.
Why SMS Matters
SMS isn't replacing calls. It's making calls work better.
"Save our number, we'll call when suits you" transforms cold calling into expected contact. Response rates go up. Conversations are better because people are ready for them.
But only if your SMS, voice, chat, and email systems actually work together.
Key Takeaway: Abandon set-and-forget for dynamic, multi-channel workflows that adapt to customer behaviour. Build multi-channel workflows that adapt to how each customer actually wants to engage.
The Data Problem: From Integration to Intelligence
Contact centres are saying siloed data blocks CX improvement. Teams make decisions on incomplete information. Despite AI tools generating insights, frontline managers still can't easily answer: "Which agents are struggling and why?" or "Where are our quality issues?"
Will 2026 fix this? Our prediction: fragmentation won't worsen, but solving it will be slower than hoped. The challenge has shifted from having data to making it meaningful.
The New Challenge
Conversational analytics now transcribes every call and summarises every interaction. That's incredibly valuable.
But a team leader managing 15 agents faces 500 call summaries a day. Reading them all isn't realistic.
What they actually need: which agents need support right now? What's the trending issue today? What should I focus on first?
What This Looks Like When It Works
It's 9:30am Tuesday. Your team leader opens their screen and sees:
"Agent Sarah has handled three difficult complaints this morning. Might need a check-in."
"Billing issue contacts up 40% vs yesterday. Consider adding afternoon resource."
Not a dashboard to interpret. Not a report to analyse. Just: here's what needs your attention right now.
How to Get There
The organisations making progress aren't building more sophisticated dashboards. They're rethinking how information reaches people.
Alerts instead of reports. Team leaders get notified when agents need support. Ops managers see capacity issues before they escalate. The system brings insights to people, rather than expecting people to hunt for them.
Conversational access. A team leader can ask: "Why is Sarah's handle time up today?" and get an answer with context. No report building required.
Embedded in workflows. Insights appear where people already work, not in separate reporting tools they need to remember to check.
Key Takeaway: The challenge isn't gathering data or even analysing it. It's getting the right insight to the right person at the moment they can act on it.
Agent Experience: Finally a Priority
The statistics: 52% report increased workload (up 10 points), agents switch between 6-12 windows, attrition remains at 31.2%, and cost per call hits £6.26. As routine tasks automate, agents handle only complex interactions – meaning every contact is difficult.
Why This Matters Now
The business case is finally clear. At £6.26 per call, you can't afford agents spending 30% of their time hunting for information across multiple systems.
Vendors are starting to focus on this. The quick AI wins – digital deflection, call summarisation – are done. Now they're tackling the harder problem: reducing the cognitive load that comes from constantly switching context.
What’s Changing in 2026
As low-value tasks automate, agents handle only high-value interactions. Every conversation involves complexity or emotional sensitivity. The job is harder than ever.
In 2026, expect:
Unified desktops that bring information from multiple systems into single interfaces, surfacing the right information at the right time based on conversation context.
Real-time assistance that provides contextual guidance, suggests actions, surfaces knowledge articles, and drafts responses. AI becomes the agent's assistant, not replacement.
Post-interaction support recognising the emotional toll. Automated break scheduling after difficult calls, sentiment monitoring for struggling agents, proactive manager interventions.
Better performance frameworks moving beyond handle time to recognise interaction complexity. First-call resolution for complex issues, sentiment improvement, and de-escalation become the measures that matter.
Will 2026 fix the agent experience? Our prediction: improvements begin, but full transformation extends into 2027.
Key Takeaway: Agent experience is finally getting serious attention. The focus is shifting to reducing cognitive load and supporting agents who now handle only the most complex interactions.
The Offshore Reality
Offshoring is accelerating. The economic pressure from 2025 isn't easing – it's getting stronger.
But there's a pattern worth noting. Over the past 15+ years, we've seen the same cycle repeat: contact centres move offshore to cut costs. Quality issues emerge. Operations move back to the UK. Then costs rise again, and the cycle starts over.
Offshoring isn't a permanent solution. It's a response to immediate pressure that often creates different problems down the line.
What this means for UK operations
If you're running a UK contact centre, competing on cost alone won't work. The economics don't add up.
The path forward? Combine AI efficiency with the advantages UK operations naturally have. Quality. Cultural alignment. Regulatory compliance. Understanding of the local market.
AI helps narrow the cost gap. 20-30% efficiency improvements make the economics more defensible. You're still not the cheapest option, but you can justify the premium based on outcomes.
Here's the reality: without AI, UK contact centres at scale struggle to make the numbers work. With AI, you can compete on value rather than just price.
Key Takeaway: For UK operations, AI isn't a nice-to-have. It's what enables you to compete on outcomes while narrowing the cost gap that offshore alternatives exploit.
Looking Ahead: Strategic Technology Decisions
As we move through 2026, the question isn't whether to invest in technology. It's which technology to invest in.
Choose solutions that connect with what you already have. The best new tool in the world doesn't help if it sits in isolation. Before buying anything, ask: how does this integrate with our existing systems? Can it talk to our CRM? Our telephony platform? Our analytics tools?
Prioritise data foundations. Fix the plumbing before adding new taps. If your data is fragmented, every AI tool you add will underperform. Sometimes the smartest investment is consolidating what you have, not buying something new.
Look for vendors who care about outcomes, not just features. The conversation should be about what you're trying to achieve, not just what the software can do. Implementation support. Integration help. Ongoing optimisation. That matters more than a long feature list.
The bigger picture
The challenges facing contact centres in 2026 are real. Rising costs. High attrition. Fragmented data. Low connect rates.
But here's the opportunity: the right technology decisions – made thoughtfully – can genuinely transform outcomes. Not through revolutionary breakthroughs. Through building an ecosystem where your systems work together. Where new capabilities enhance what you already have. Where data flows naturally between tools, creating workflows that deliver results.
That's what 2026 is really about. Moving from collecting disconnected tools to building platforms that work as one.
What Contact Centres Should Prioritise in 2026
Strategic technology decisions that prioritise full deployment and optimisation of existing AI capabilities alongside thoughtful expansion of your technology stack.
Clear ROI demonstration for every new investment, with realistic timelines and measurable outcomes.
First-contact resolution as a cost-reduction strategy, using AI and better agent support to solve issues completely on first interaction.
Strategic workforce planning optimising resource allocation through AI-powered forecasting and scheduling.
Data foundations that enable AI success – investing in consolidation and integration before deploying new capabilities.
Agent experience improvements focusing on reducing cognitive load through unified interfaces and real-time assistance.
Integrated workflows connecting systems across your technology stack so capabilities work together, not in isolation.
The contact centre industry has shown remarkable resilience. As we enter 2026, the organisations that thrive will be those that combine innovative technology with strategic implementation – building integrated systems that deliver measurable outcomes.
Ready to build a more integrated contact centre for 2026? Book a demo to see how MaxContact’s integrated platforms can address your challenges.
Blog
5 min read
Introducing Resource Centres: In-Product Help, Exactly When You Need It!
In the latest release of MaxContact, we’re excited to introduce Resource Centres – a brand new in-product feature designed to help you get answers, guidance and support without ever leaving MaxContact.
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Resource Centres are powerful, contextual hubs that surface relevant help content based on the product you’re working in. Whether you’re looking for a quick answer, learning a new feature, or working through a process step-by-step, support is now available exactly where you need it.
Why we built this
When you’re in the middle of a task, the last thing you want to is to stop, switch tools, or wait for a support response just to keep moving forward.
Resource Centres have been built to help you:
Resolve questions quickly
Stay focused on the task at hand
Reduce disruption to your workflow
Instead of raising a support ticket or searching through documentation elsewhere, you can now access answers and guidance directly in the product. Helping you move faster and with greater confidence.
By bringing guides and walkthroughs into MaxContact itself, we can show you the exact steps to take, in real time, removing uncertainty and reducing the chance of error. This is especially valuable when new features are released, allowing you to build an immediate understanding of how they work and how you might want use them in your own setup.
What’s New: Key Features at a Glance
Within the Resource Centres you’ll find:
Powerful Knowledge Base Search
Step-by-Step Guided Tours
AI-Powered Chat Assistant
Contextual Help, tailored to the product you’re working in
This is just the beginning. Resource Centres will continue to evolve, with additional features and capabilities planned over time.
Feature Breakdown: How Resource Centres Help You!
In-Product Access
Resource Centres are available directly within the MaxContact product, meaning help is always close at hand.
Powerful Knowledge Base Search
If you’re looking for more information on a particular setting, page or feature, you can now search our Knowledge Base directly from within the product. You’ll be taken straight to the most relevant solutions article, significantly reducing the time it takes to find the right answer.
We’re continually improving our Knowledge Base content to ensure articles remain accurate, clear and genuinely useful.
Step-by-Step Guided Tours
Guided Tours walk you through key processes directly within the product, step-by-step. They guide you to exact areas you need, highlight the relevant settings, and explain what each step is used for, so nothing is missed.
These tours are designed to:
Help you complete tasks confidently
Reduce confusion around complex processes
Demonstrate new features as soon as they’re released
This means you can learn and adopt new functionality immediately, without having to search through release notes or documentation.
We’ve also reviewed common support desk queries to ensure the guides we build focus on what matters most to our customers. From everyday tasks to frequently requested processes, like blocking an inbound caller, making them quick and straightforward to complete.
AI-Powered Chat Assistant
The AI chat assistant is trained on our latest solution articles and product information, so you can feel confident in the answers it provides.
Alongside each response, you’ll also be shown the articles and guides that informed the answer, allowing you to explore further and build deeper knowledge when needed.
Contextual Help, Tailored to Each Product
Each Resource Centre is built specifically for the product it sits within.
For example:
In Management Hub, you’ll see content and guides relevant to configuration and administration
In Conversation Analytics, help is tailored specifically to analytics features
In Contact Hub, users can self-train through guided walkthroughs directly in the product
What This Means for Support Going Forward
Our Support team isn’t going anywhere.
Resource Centres are designed to complement human support, not replace it. By enabling faster self-service for common questions and tasks, our Support team can focus more time on complex, high-priority issues, helping deliver meaningful resolutions when you need them most.
We’re excited to launch Resource Centres and look forward to seeing how they help make your day-to-day work simpler and more efficient.
Resource Centres will be gradually rolled out over the coming weeks, launching in Management Hub and Contact Hub, with Conversation Analytics to follow.
Blog
5 min read
If You Want to Collect Honey, Don't Kick the Hive: Why Your Best Innovators Are Already on the Frontline
Guest article by Jamie Corbett, Operations Leader at Advantis Credit, as shared at Afterwork with MaxContact, a contact centre community event.
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What does a plumbing apprenticeship, ten years on a building site, and a career in debt collection have in common?
Absolutely nothing.
But what I learned in all those jobs is that the people closest to the work, the ones actually doing it, always have the best ideas.
When I first started in a contact centre, I was terrible. After a month of following the script and struggling, my manager asked if I wanted to sit next to someone else. In all my wisdom, I decided to sit next to the highest-collecting agent in the room.
His name was Vinny.
The Agent Who Changed Everything
We were working in debt collection. Everyone around us followed the script - voices raised, pushing for payments. Vinny sat there with a dusty Rubik's cube and a stained coffee mug, looking like an old hippy(which, by his own admission, he was).
Everyone else was loud and intense. Vinny was calm. He just talked to people.
And he was the top performer on the floor.
After a few days, I asked him what his secret was.
He smiled: "If you want to collect honey, you don't kick the hive."
That line stuck with me. Vinny showed me something important- sometimes the quietest people, the ones who do things differently, are the real innovators. He hadn't been told to change his approach. He just noticed what worked and trusted his instinct.
But here's the sad part - Vinny never told his manager.
"Because it's not in the script. I'd probably get marked down on QA."
He thought doing what worked meant breaking the rules. And as I sat in the chaos of the contact centre, I realised something:
If innovation feels like rebellion, we've built the wrong culture.
Your Agents Are Already Innovating
Frontline people are natural innovators. They live the process every day - they see what works, what doesn't, and they care about making it better.
But they don't do it because they're thinking about efficiency or the bottom line. They do it because they're human. They want to make their jobs simpler, smoother, less stressful.
Agents find smarter ways through clunky systems and shave seconds off repetitive tasks - not out of laziness, but instinct. It's the most natural form of innovation there is.
That's actually what Lean thinking is all about. It's not a corporate framework - it's common sense, done consistently. It's asking everyday: "What's getting in the way, and how can we make it easier?"
Our agents are already doing that. They just don't call it Lean.
The challenge for leaders is to recognise that behaviour, support it, and give it a name - to turn natural innovation into intentional improvement.
But too often, agents don't speak up. Rigid scripts, metrics obsession, or fear of "breaking process" make them feel like their ideas don't count.
So if we want innovation to thrive, our job as leaders isn't to create it - it's to unblock it.
When Doing the Right Thing Looks Like Breaking the Rules
A few years later, when I became a manager, I inherited Katie. She cared deeply about customers but was struggling with collections. Every one-to-one she'd say, "I'm doing it the way they tell us to, but itdoesn't feel right to push people like that."
So I sat in on her calls.
She wasn't talking about taking payments. She was talking about helping people get out of debt. "Let's figure out a plan that works for you." "What's getting in the way right now?"
On paper, she was off-script. She wasn't hitting the "ask for payment" markers. But her customers trusted her. They opened up. And slowly, her results climbed.
One day she said, "I know it's not what they want, but I feel like I'm actually helping people this way."
Sometimes doing the right thing looks like breaking the rules. I backed her. She became my best collector.
The Power of Perception
If you owed £400 to British Gas and your mortgage advisor told you to pay it, you'd thank them for protecting your credit score.
But if I, a debt collector, called about that same £400, it would feel completely different - even though it's the same advice.
Katie understood that. She changed the conversation from "Can we take a payment?" to "Let's help you get out of debt."
That tiny shift - from transaction to transformation -changed everything. Quiet, human innovation.
And here's the thing: this was before Consumer Duty. Before Treating Customers Fairly. Before the FCA. Katie was ahead of the industry curve.
It's Not People That Stop Innovation. It's Process.
Most of the time, our systems make innovation difficult.
QA, KPIs, scripts, compliance - all built with good intentions. But somewhere along the line, the systems started running the people instead of the other way around.
QA should measure the quality of the outcome, not just the accuracy of the process. Too often it's about catching mistakes instead of coaching improvement.
KPIs - we measure speed, wrap time, promises to pay, then wonder why empathy gets rushed. If you measure speed, you'll get speed. If you measure empathy, you'll get empathy. If you measure both - you'll get balance.
Scripts protect consistency, but they shouldn't control humanity. The best conversations are guided, not governed.
Culture is the biggest killer. Not process - fear. Agents stay quiet because they've seen others shot down. Silence in a contact centre isn't peace - it's potential going unheard.
These systems aren't bad. They were just built for consistency, not creativity. Our challenge is to rebuild them for both.
The Ripple Effect of Small Ideas
When people feel safe to share and experiment, you see the ripple effect.
I've seen it first-hand:
An agent suggests a note template - saves 30 seconds per call, three hours a day across the team.
Another swaps "you need to" for "what we can do together is" - complaint rates drop.
A team starts a Friday "what worked this week?" huddle - positivity skyrockets.
Tiny things. Massive impact.
When one person's idea is implemented, everyone starts looking for their own. That's how culture changes - not with slogans, but with ripples.
Start With One Question
When I think back to those days sitting next to Vinny, I realise he probably had no idea how much he changed my outlook.
At the time, I thought it was about keeping calm on the phones. But now I see it was about leadership, culture, and trust. You don't get great performance by pushing harder - you get it by creating the conditions for people to do their best work.
My mission has always been to change the world - not the whole world, at least not at first - but the world of debt collection. Because for too long, our industry has carried a negative perception. But what we really do is help people move forward.
And for me, that started with Vinny. That one quote. He was the stone that started the ripple - the ripple I intend to turn into a wave.
So when you go back to your teams, try this: ask questions.
"What's one small thing we could fix this week?"
"What's that one hack that is an absolute must?"
"How would you improve this process?"
Listen to the answers. Act on them.
Because once people see their ideas become real, that's when the ripples start. And that's when cultures change.
If you want to collect honey, don't kick the hive.
Trust your people. Listen to your frontline. And give them permission to make things better - one small idea, one ripple, one wave at a time.
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Jamie Corbett is an Operations Leader at Advantis Credit. He spoke at Afterwork with MaxContact, a contact centre community event, where he shared his journey from the frontline to leadership and his mission to change the perception of debt collection through agent-focused innovation.
Want to unlock innovation in your contact centre? Discover how MaxContact's AI-powered platform gives your agents the tools and insights to do their best work. Learn more
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