Explore fresh, expert perspectives on customer engagement and innovation

As artificial intelligence (AI) disrupts industries at a breakneck pace, the contact centre industry hasn’t been immune to a fog of misconceptions and myths clouding its true capabilities and limitations. We tackled these misconceptions head-on during our webinar titled “Top things you really need to know about AI in the contact centre,” where industry experts Garry Gormley, Founder of FAB Solutions, and Matthew Yates, VP of Engineering at MaxContact, delved into the most prevalent stereotypes and opinions surrounding artificial intelligence (AI) in the contact centre industry.

The panel worked through each myth one by one, revealing whether it was true or false and sharing their invaluable insights on the topic. As AI continues to revolutionise the contact centre landscape, it is crucial for industry leaders to separate fact from fiction to make informed decisions about implementing this technology.

Myth 1: 74% of people believe AI is unethical

False. While a Forbes article from April 2023 reported that 96% of people consider ethical and responsible AI to be important, the majority do not believe AI is inherently unethical.

Yates emphasised the importance of ethics in the context of AI, stating, “Trustworthy AI and ethics is really important, and I think it’s a topic we’re going to see more of.” He also highlighted the need for human accountability, traceability, and good privacy and data governance when building and using AI applications.

Gormley added, “It’s defining what actually is ethical AI. And I don’t think there is a really clear description around what ethical AI is.” He also emphasised the importance of transparency, fairness, and privacy, particularly in areas like voice biometrics, where additional safeguards may be necessary as the technology develops.

Myth 2: Only 1 in 10 contact centres can afford to implement AI

False. A study from Call Centre Helper stated that 51.8% of contact centres now have a strategy built around AI in 2024.

Gormley pointed out that contact centres have been incorporating elements of AI for some time, saying, “It’s affordable. I think it’s accessible, even more so now with all of the different CCaaS vendors starting to integrate more AI technology into things like their chatbot technology and their agent assist.” He emphasised the importance of having the right strategy and deciding how to scale AI throughout the customer journey.

Yates added, “I hope that in 2024, every contact centre out there is thinking about their strategy around AI.” He encouraged decision-makers to identify pain points and opportunities in their customer journey lifecycle and evaluate suitable vendors and solutions accordingly.

Myth 3: AI can detect customer emotions correctly during 65% of interactions

True. AI sentiment analysis has been found to have between 55 to 65% accuracy, which is not far off the human level of sentiment detection, which sits around 60 to 70%.

Yates explained that sentiment analysis involves two parts: analysing the words used in conversations and examining the audio for human emotions. He noted that sentiment analysis through text is currently more mature than audio analysis but expects a combination of the two to provide a holistic view of emotion in conversations within the next 2-3 years.

Gormley expressed excitement about the potential of speech analytics, saying, “I think there are two aspects that I look at. Firstly, the customer perspective, and that’s easier to analyse in terms of the words, the language, and the phrases that customers are saying. But I think there’s also something to think about in terms of the agent sentiment as well.” Garry explained that sentiment analysis can also be used to highlight agent vulnerability, lack of support, or confusion, identifying areas for further training.

Myth 4: 14.2% of people have never interacted with a chatbot

True. A study conducted by Userlike found that 80.2% of customers said they have interacted with a chatbot, 14.2% have never, and 5.5% said that they couldn’t remember.

Gormley emphasised the importance of chatbot design, stating, “It’s never about the interaction for me. The key to a successful chatbot implementation begins all the way back right back to the start. It’s important to think about what issues we’re trying to solve with the chatbot. What’s the flow, and what’s the kind of common customer questions that are being asked so that we can program into a chatbot to have the correct self-serve options.”

Yates agreed, adding, “It’s important to really think hard about what use cases you want to truly solve the problems with a chatbot, and some are too complex.” He noted that while some chatbots can effectively solve problems, others simply act as a holding pattern before connecting with a real agent, which can lead to frustration.

Myth 5: AI can help cut compliance costs by 10%

True. A study in June 2023 found that AI was already helping 36% of tightly regulated industries, such as finance, cut compliance costs by 10%.

Yates highlighted three areas where AI can help with compliance: script adherence, mandatory statements, and vulnerability detection. He explained, “Those three are areas that we see quite a lot across our client base. And certainly, AI could help with those because it can identify any outliers across all contact centres interactions, which in turn helps improve risk posture in the organisation.”

Gormley focused on the impact of consumer duty regulations, particularly in the financial services sector. He noted that AI can help identify issues like misleading statements, misadvice, and selective presentation, which can lead to significant fines from the FCA. Gormley mentioned that in 2024 alone, the FCA had already issued £54 million worth of fines to contact centres.

Myth 6: AI can help to automate 84% of contact centre interactions

False. A study by Zendesk actually suggests that around 40% of customer interactions can be handled by AI.

Gormley questioned the Zendesk poll, stating, “I would love to see that poll by Zendesk done again because I think it’s probably higher in the last maybe 6 to 12 months.” He mentioned that as chatbots and AI are deployed across the contact centre, they can become more intelligent and handle more queries independently.

Yates encouraged contact centres to think carefully about which interactions they want AI to handle and which ones are best left to humans. He gave an example, saying, “For example, if a customer wants to phone up and cancel their Sky subscription, if I’m Sky or if I’m a representative working on behalf of Sky, I probably don’t want to offload that issue to an AI chatbot and would want a human agent to handle that particular query to gain a better understanding of why the customer wants to cancel and to try and retain them if possible.”

Myth 7: 21% of contact centre leaders say that AI is already helping them create a better customer experience

True. An internal research report from MaxContact in October 2023 confirmed that even in the early stages, AI in the contact centre is already proving to enhance CX.

When asked where contact centres should start with AI to boost CX, Matthew Yates recommended, “Start by understanding the problems and opportunities, and identify where AI can best help.” He suggested beginning with quality assurance and compliance, as it offers a tangible ROI and is easy to understand the benefits of using AI to analyse 100% of calls rather than the 2-3% that are manually reviewed today.

Gormley stressed the importance of getting the customer experience right, citing statistics showing that customer satisfaction is starting to drop. He emphasised the need to identify the purpose of using AI, the use case it’s trying to solve, and the data that underpins the journey. Gormley advised, “Let’s take one journey at a time and iterate. Continuous improvement is better than delayed perfection.”

Mindful Implementation for AI Success

As the webinar demonstrated, while AI is an exciting development in the contact centre industry, it is essential to approach its implementation mindfully. By debunking common myths and stereotypes surrounding AI, contact centre leaders can make informed decisions about how to best leverage this technology to enhance customer experience, improve efficiency, and remain compliant with industry regulations. The insights shared by Garry Gormley and Matthew Yates serve as valuable guidance for navigating the evolving landscape of AI in the contact centre industry.

Catch Up On-Demand

Interested to hear more AI truths? Watch the full discussion below.

To find out more about how MaxContact’s AI functionality can help your contact centre unlock hidden insights and boost efficiencies, book a demo with our team today.

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Prediction 1 – Voice Will Remain the Primary Channel

Despite the growing popularity of digital channels, data shows that voice interactions have actually increased slightly over the past decade, currently accounting for 55% of inbound contact centre traffic.

While younger generations may prefer messaging and chat, the majority of customers still value the personal touch of a phone conversation. Pearce cautions contact centres not to neglect voice channels in favour of digital alternatives, as this can lead to frustration and dissatisfaction among customers who prefer traditional methods of communication.

Prediction 2: AI Will Have a Profound, Long-term Impact

Artificial intelligence (AI) is already beginning to revolutionise the contact centre industry, but its impact will be felt gradually over time. In the short term, Pearce suggests that AI can be effectively leveraged for tasks such as speech analytics, after-call notes, and generating knowledge base articles.

However, he cautions against relying too heavily on AI-powered chatbots for customer interactions, as they are currently flagged by 36% of people as the channel most likely to deliver a poor outcome. As AI technology matures and becomes more accurate, its potential applications will expand, but this process will take time.

Watch the full talk from Jonty Pearce, Founder of Call Centre Helper:

Prediction 3: Customer Service Will Become the New Marketing

In the coming years, Pearce predicts that companies will begin to view customer service as a crucial investment rather than a mere cost centre. As customers grow increasingly frustrated with offshoring, chatbots, and the lack of voice support, businesses that prioritise exceptional customer service will gain a significant competitive advantage.

It’s well-established that retaining existing customers is more cost-effective than acquiring new ones, and even a 5% increase in customer retention can lead to a 25% increase in profits. By focusing on customer lifetime value (LTV) and the long-term benefits of customer loyalty, contact centre leaders can make a compelling case for investing in superior service.

In conclusion, while the future of customer interactions in contact centres is sure to bring many changes and challenges, Pearce believes that by staying attuned to customer preferences, embracing AI judiciously, and prioritising service as a key differentiator, the industry can thrive in the years to come. He encourages contact centre professionals to examine the data, think critically about these predictions, and adapt their strategies accordingly, working together to shape a future in which exceptional customer service is not just a goal, but a reality.

MaxContact is proud to have hosted this insightful Afterwork event, providing a platform for industry leaders like Jonty Pearce to share their expertise and discuss the future of contact centres. By fostering open dialogue and collaboration, MaxContact aims to help contact centres create better experiences for their customers and drive success in the ever-evolving landscape. Join the MaxContact Community to be notified about similar future events.

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The shift to hybrid working models has presented both challenges and opportunities for driving innovation in contact centres. In a webinar hosted by the Call Centre Management Association (CCMA), industry leaders gathered to share their experiences and insights on this topic. The panel featured Leigh Hopwood, CEO of CCMA, Louise Walsh, Chief Customer Contact Officer at Utilita, Nerys Corfield, industry-leading consultant, and Ben Booth, CEO of MaxContact. In this blog, we unpack the key points from the discussion.

Defining Innovation in the Contact Centre Context

The conversation began by defining innovation as the generation and implementation of new ideas that drive improvement. Panellists agreed that while the transition to hybrid working initially presented challenges, it has also opened up new possibilities for collaboration and creativity. Louise Walsh noted that engaging staff, whether in the office or working remotely, is key to fostering innovation. She emphasised the importance of giving everyone a voice and utilising remote technology to facilitate inclusive discussions.

Creating a Culture of Innovation

The panellists discussed the significance of having a clear purpose and aligned values to support innovation. Creating a culture that encourages experimentation, learning from failures, and celebrating successes is crucial. Ben Booth, CEO of MaxContact, highlighted the need for a safe working environment where people feel comfortable sharing ideas without fear of being shut down. He stated, “You have to create the structure and initiatives to get it going. You need champions in each department that are also doing the same because it shouldn’t just come from you as a leader.”

Strategies for Driving Innovation in a Hybrid Setting

To drive innovation in a hybrid setting, the panellists recommended several strategies:

1. Establish feedback loops: Ensure that ideas from all levels of the organisation, especially frontline agents, are heard, considered, and acted upon. Provide regular updates on the progress of suggested improvements to maintain engagement and motivation.

2. Utilise collaborative tools: Leverage technology platforms like Teams and Zoom to facilitate cross-functional collaboration and idea sharing, regardless of location.

3. Implement structured innovation processes: Consider techniques such as hackathons, agile sprints, and continuous improvement teams to provide focus and momentum for innovation initiatives.

4. Foster effective communication: Maintain clear and consistent communication channels to keep everyone informed about ongoing projects, successes, and learnings. Regularly share updates through team briefs, open forums, and dedicated innovation channels.

5. Celebrate successes: Take time to recognise and celebrate the successful implementation of innovative ideas. This helps to reinforce a culture of innovation and encourages further participation.

The Role of Leadership in Fostering Innovation

The panellists emphasised the importance of leadership commitment and effort in driving innovation. Senior leaders must prioritise innovation, allocate resources, and actively participate in the process. They should model the desired behaviours and create an environment where experimentation and learning are valued. Ben Booth stressed the need for continued effort, saying, “Once you think you’ve got it, you have to double down and keep going. Because if you take your foot off the gas, it’s amazing how fast it actually stops.”

Overcoming Challenges and Embracing Opportunities

While hybrid working presents challenges for fostering innovation, it also offers opportunities for greater inclusivity and diverse perspectives. Louise Walsh noted that remote technology has given everyone a voice, helping to bring people on a journey of innovation. By involving a diverse range of perspectives, contact centres can effectively identify areas for improvement and generate fresh ideas.

The Path to Hybrid Success

Fostering innovation in a hybrid working environment requires a deliberate and sustained effort from the entire organisation. By creating a culture of openness, collaboration, and continuous improvement, contact centres can harness the collective creativity of their teams to drive meaningful change and deliver exceptional customer experiences. As the industry navigates this new landscape, the insights shared by these leaders serve as valuable guidance for contact centres looking to thrive in the era of hybrid work.

Catch Up On-Demand

Looking for more hybrid working insights? Watch the full webinar discussion below.

To find out more about how MaxContact’s cloud-based platform can help your contact centre thrive in a hybrid world, book a demo with our team today.

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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 work model is here to stay, and contact centres must adapt to this reality. Since the COVID-19 pandemic, millions of employees have changed roles due to a lack of flexible working options. Ignoring this shift or attempting to revert to pre-pandemic norms could lead to disengaged employees and high turnover rates.

Trust and Social Capital in Remote Work

One of the key challenges in a hybrid environment is maintaining trust and social capital among team members. Physical distance can affect trust, as people are more likely to trust those in close proximity. However, Wareham argues that culture and engagement are not solely dependent on physical presence. By fostering a strong sense of purpose, clear communication, and inclusive practices, contact centres can build trust and social capital in a hybrid setting.

Watch the full talk from Danny Wareham:

The Importance of Vision and Clarity

In a hybrid world, where context and nuance can be lost in virtual interactions, it is paramount for contact centres to have a clear vision and purpose. Employees need to understand why the organisation exists, where it is heading, and how they contribute to its success. This vision should be woven into every aspect of the organisation, communicated frequently, and translated into actionable goals for each team member.

Reinventing the Future of Work

Wareham encourages contact centre leaders to reimagine the future of work rather than simply replicating old practices in a virtual environment. He cites examples of companies like Automattic and SF Recruitment, which have successfully adapted their processes to align with their core values and objectives. By rethinking talent acquisition, job descriptions, and succession planning, contact centres can tap into the full potential of their employees and create a more agile, collaborative workforce.

Creating a Shared Future

To create a shared future in a hybrid contact centre, Wareham suggests focusing on three key areas: recognition, technology, and education. Recognising behaviours that align with the organisation’s vision, rather than solely focusing on results, can encourage employees to adopt the right mindset. Leveraging technology as an enabler, rather than a mere substitute for in-person interactions, can unlock new possibilities for collaboration and engagement. Finally, prioritising education over training can help employees develop a broader understanding of their role and contribute to the organisation’s success in innovative ways.

Embracing the Opportunities of Hybrid Work

As contact centre leaders navigate the challenges of a hybrid world, it is essential to embrace the opportunities that come with it. By fostering a strong sense of purpose, adapting processes to align with core values, and empowering employees to contribute their full range of skills, contact centres can unlock excellence and create a thriving, engaged workforce.

To hear more insights on hybrid working and similar topics relating to the contact centre, join the MaxContact Community to be notified about similar future events.

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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) platform is becoming an increasingly important part of any third-party product portfolio.

Generic communications solutions are not designed for customer communications at scale. Only a true CCaaS platform can offer the optimised features that create top tier outbound sales, after sales and debt collection campaigns, and at the same time unlock ROI for your business.

Partnering with MaxContact gives you access to our feature-rich and continually updated outbound CCaaS platform built specifically to meet contact centre requirements. We also offer highly competitive commissions and fees. In the rest of this article we’ll tell you everything you need to know.

The best solution for contact centres

By partnering with MaxContact, you can offer your customers what is, quite simply, one of the best and most competitively priced contact centre solutions on the market.

We won’t go into detail here, but these are just three features of MaxContact your clients will want to know about:

1. Intelligent auto dialling. Automate dialling in an intelligent and compliant way, with separate dialling modes for different types of outbound campaigns.
2. Omnichannel. Customers want flexibility. With MaxContact, your clients can get in touch with their customers using the right channel at the right time.
3. AI and speech analytics. Analyse customer sentiment, improve agent performance and satisfy the growing desire for instant answers with powerful AI technology.

The best solution for partners

But MaxContact isn’t just a great contact centre solution, we’re also a great fit as a channel partner, offering a potential path to significant profit for those we work with. We offer two flavours of partnership:

Referral partners

Industry specialists that work as consultants and advisors can earn a commission every time they recommend MaxContact to a client. Earn a minimum referral fee of 15% and up to 18% for every new client with ten users or more you introduce to MaxContact. All you have to do is make the introduction and we can take it from there.

Reseller partners

Reseller partners are typically technology companies that sell the MaxContact CCaaS as part of a portfolio of solutions or as an add-on to their own technology platform through an API. These are experienced technologists with unique insight into their customers’ challenges and opportunities. They take more ownership of the sales process, but our experts are always on hand to help with demos, sandboxing and solution sizing. Resellers earn a healthy margin of between 25% and 35%.

In both instances, partnership with MaxContact creates a new potential revenue stream and a new opportunity to impress clients. On top of that, when clients can get more of their technology or telecommunications stack from one provider, they’re more likely to stick with them.

Offering a CCaaS platform alongside other technology makes you more indispensable to your customer base. Or to put it another way, become the one-stop-shop that makes life easier for the companies you work with and drive loyalty and longevity.

Why partner when you can build?

If you’re a technology company, perhaps with a Unified Communications (UC) or VOIP platform, you may ask why you wouldn’t build a CCaaS platform of your own, or amend the platform you have to offer some of the features of a contact centre solution.

The simple answer is that doing so would be offering your valuable customers a half-baked solution to their contact centre challenges. Modern CCaaS platforms are at the technological cutting edge, offering AI-driven chat and speech analytics, sophisticated data analysis and a complete omnichannel experience.

Intelligent algorithms manage outbound dialling speeds to optimise both engagement and compliance. Security and data privacy are baked-in to every aspect of the service.

That’s to skim the surface of what a modern CCaaS platform needs to do. MaxContact has been developed by industry experts over many years. We invest continually in innovation, putting out updates on average every couple of weeks.

By offering something less than that, you risk disappointing your customers and putting them at competitive disadvantage. The alternatives are clear. Either plough large amounts of time and money into developing a full-featured CCaaS platform, or collaborate with a partner that has done the hard part already.

The second option is the quickest and easiest way to unlock revenue from a contact centre solution.

More than technology

Technology is key to unlocking ROI in the IT channel, but it isn’t everything. The kind of partnership you develop with the technology provider can make all the difference.

At MaxContact, we proactively help you sell our CCaaS platform to your clients. If your client has complex or bespoke needs, we’ll work with you to make sure they’re covered. If they require an integration we don’t already offer, we’ll always see what we can do.

And on a day to day basis, we’ll support your sales engagement, help you demo the product and work with you to make customer onboarding seamless. We’ll be there when you need us throughout the life of the contract, and our tech support team will feel like an extension of your own.

All of this is crucial to the partnership you have with us, and the partnership you have with your end users. When you work with MaxContact, you can offer customers the CCaaS platform they need alongside the support they want.

We understand that your success is ours. We’ll do everything we can to help you unlock ROI from our partner programme.

For more information on our partner programme or if you are interested in joining, you can visit our partner page for more information.

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In this blog, we reveal the exciting new developments to our web agent platform, now known as Contact Hub. We’ll walk you through what’s changed and what each update means for our customers.

At MaxContact, we’re driven by a deep understanding that exceptional customer experiences require much more than just cutting-edge technology – they demand an intuitive, user-friendly platform tailored to the needs of those on the front lines. That’s why our reimagined Contact Hub wasn’t just about adding new bells and whistles, but enhancing the overall experience of the platform, shaped by the voices of our valued customers.

How we got started

Through extensive research calls and interviews, we actively listened to the real challenges and pain points of agents and managers who use our platform. Taking into account features that could help to make their lives that bit easier. Armed with this invaluable customer feedback, our team got to work, meticulously designing and developing our new and improved Contact Hub.

The result is a revamped platform packed with enhanced features and clever additions, all purposefully crafted to streamline workflows, turbocharge efficiency, and cultivate customer-centric interactions for a superior user and customer experience.

Web Agent Just Got Even Better

Comprehensive Contact History at a Glance

Delivering personalised support hinges on having a comprehensive understanding of a customer’s journey. Our revamped contact history feature offers agents a user-friendly, centralised view of all previous interactions, complete with granular details such as dates, interaction types, user notes, and outcome codes.

Agents can now access a customer’s full history with just a few clicks, allowing them to provide contextualised and tailored support from the very start. This intuitive feature presents information in a clear, easy-to-scan format, enabling agents to quickly grasp the key details of each interaction without feeling overwhelmed by excessive data.

Streamlined Agent History

Complementing the enriched contact history, our new agent history view provides a centralised hub for your team to review and manage their interactions. With an intuitive, clean interface, agents can effortlessly access details about previous calls, sort and filter data with ease, and add notes or make updates on the fly, all without navigating away from their primary workspace.

This powerful feature minimises distractions and increases focus on customer interactions, empowering agents to track their performance metrics, call outcomes, and interaction notes. Additionally, it provides managers with visibility into agent activities, enabling targeted coaching, training, and quality assurance initiatives.

Optimised Callback Management for Proactive Customer Care

Effective callback management is crucial for delivering a consistent customer experience. Our revamped callback feature introduces a familiar calendar-style view, designed to be more intuitive and visually appealing. Agents can easily schedule, manage, and reschedule customer callbacks using intuitive controls, ensuring that no follow-up falls through the cracks.

With improved visibility and the ability to prioritise upcoming callbacks, your team can minimise the risk of missed follow-ups, fostering trust and enhancing customer satisfaction. This update translates to increased efficiency, elevated customer experience, and robust compliance with comprehensive records of scheduled and completed callbacks for auditing purposes.

Centralised Note-Taking for Seamless Collaboration

Effective communication and collaboration are key to delivering consistent, personalised customer experiences across multiple touchpoints. Our revamped Contact Hub introduces a centralised location for agents to capture and access notes from various interactions, including calls, transfers, and callbacks.

This streamlined approach ensures that crucial customer information is readily available to all team members, facilitating comprehensive handoffs and improving overall communication. Agents can quickly grasp the context of a customer’s journey, enabling them to provide tailored support without unnecessary repetition or delays. This feature enhances collaboration, elevates the customer experience, and ensures robust compliance with comprehensive record-keeping for auditing and quality assurance purposes.

Intuitive Transfers for Comprehensive Handoffs

While the fundamental transfer functionality remains unchanged, we’ve significantly enhanced the user interface, providing a more intuitive and user-friendly experience. Agents can now distinguish between warm and cold transfers through clear visual cues and descriptions, ensuring smooth handoffs and minimising friction during the onboarding process. We’ve also introduced improved agent statuses so that users can clearly identify whether or not agents are free or unavailable at that time.

This update reduces training overheads by providing clear transfer descriptions, minimising confusion for new agents and accelerating their onboarding process while simultaneously improving the overall experience by providing a bigger picture. It also elevates the customer experience with quick transitions between agents or departments, fostering a cohesive and professional experience. Additionally, it ensures robust compliance with accurate records of transfer types for auditing purposes.

Optimised Outcomes for Efficient Call Dispositioning

Accurate call dispositioning is essential for effective performance analysis and data-driven decision-making. Our optimised outcomes management feature improves visibility and accessibility, allowing agents to sort and search outcome codes based on various criteria, such as frequency of use or personal preferences.

This approach minimises the risk of incorrect code assignments, leading to increased efficiency and data accuracy. Agents can quickly locate and assign the most relevant outcome codes, ensuring that call dispositions are accurately captured and readily available for reporting and analysis. The optimised outcome codes offer time savings, improved data accuracy, and enhanced reporting capabilities, facilitating better performance analysis and informed decision-making.

Intuitive User Experience for an Improved Work Day

Beyond the specific feature enhancements, Contact Hub has undergone a comprehensive redesign, improving the overall user experience. The layout has been optimised for intuitive left-to-right navigation, following natural reading patterns and reducing cognitive load for agents. Menus have been consolidated for easy access, and visual cues and prompts have been introduced to guide agents through various processes simply. For example, introducing a “live coaching” status for agents during calls, letting them know when a manager has joined the call, so they have a clear understanding of what is happening during their interactions.

These enhancements create a distraction-free environment, allowing agents to focus on delivering exceptional customer service without navigational hurdles. The user experience improvements result in a reduced learning curve, increased efficiency, and enhanced job satisfaction, fostering engaged and motivated teams dedicated to delivering exceptional customer experiences.

Hear from Agents Themselves

Find out what Quincey Bernard, Support Team Lead at MaxContact, has to say about Contact Hub below.

You Asked, We Listened

The reimagined MaxContact Contact Hub represents our commitment to continuous improvements based on real user needs and feedback. By closely collaborating with the people actually using our platform, we’ve enhanced and added features purposefully designed to simplify operations and empower more efficient, impactful customer interactions.

Overall, these updates aim to vastly improve the day-to-day experiences of agents while driving operational efficiencies for the wider business. We’re excited to unveil this intuitive next step of Web Agent’s evolution into our new Contact Hub, focused on user-friendly design, streamlined workflows, and data-driven optimisation.

If you’re an existing MaxContact customer please reach out to your account manager for more info. New to MaxContact? You can book a demo to find out more here.

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