Remote working is here to stay, but can you really delight customers from anywhere?
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…
FPE Capital have helped finance an acquisition of MaxContact
We are pleased to announce FPE Capital have helped finance an acquisition of MaxContact led by the management team made up of: Ben Booth – CEO Richard Coward – Sales Director Barry Carter – CTO Lars Pedersen, a serial SaaS executive, has joined the board…
NHS call centres triage 950,000 COVID-19 enquiries
Statistics published by NHS Digital show that nearly a million calls relating to COVID-19 have been triaged via the 999 emergency service and 111 non-emergency helpline since March 18th 2020. As of the end of September, the total number of telephone enquiries triaged via the…
The most important question for call centre managers to ask
Call centre managers face an ever-changing array of challenges and questions – so what is the most important question to answer in order to optimise a contact centre’s running costs? A paper accepted for publication in the International Journal of Operational Research and republished in…
UK Healthcare Contact Centers move to secure, agile cloud platforms with MaxContact
MaxContact were selected for their true cloud elastic scalable offerings, secure remote homeworker connectivity and flexible contracts. MaxContact have announced that they have moved four UK contact centres amassing to nearly 2,500 contact center agents to work remotely from home using the MaxContact platform, in…
Target growth with a streamlined call centre
Streamlined call centre operations are the watchword for the second half of 2020 and beyond, as industries and economies return to higher levels of activity. In recent weeks we’ve looked at the ways cloud contact centres can allow you to operate remotely, with more staff…
Real-time configuration keeps your contact centre one step ahead
One of the main lessons for businesses from the events of 2020 is the value of flexibility and preparedness, and that applies as much to contact centres as any other business environment. While many business interruptions are isolated events – a fire or flood, or…
The Difference Between Multi-Channel and Omni-Channel Contact and why that matters to your customers
The past few years has seen a seismic shift in the way that organisations deal with their customers. Customer Service has become Customer Experience and done right it can propel businesses ahead of their competition whilst mistakes can be incredibly costly. As digital natives continue…
Top 5 tips for running a contact centre remotely
With the majority of our client base now working at least partly remotely and all of our new business inquiries coming from companies looking to do the same I have put together my 5 top tips for people wanting to run a contact centre remotely….
How MaxContact can help you deploy your contact centre remotely
With the world currently entering a period of lockdown, many businesses are worrying about how they are able to continue trading if everyone has to stay at home. With contact centres already considered high risk environments for infection we are speaking to a lot of…