Call centre quality assurance (QA) can help to identify issues with your call agents and opportunities for retraining – and far from alienating those who are singled out for extra coaching in this way, call centre QA can actually help to boost employee engagement. That’s…

MaxContact was named a winner in the Contact Centre Solution category of the 2019 Credit & Collections Technology Awards at a glittering collections industry gala dinner in mid-September. Judges praised MaxContact’s omni-channel approach to contact centre technologies as providing a “great one-stop shop solution to…

They are less secure The fact that all data is stored centrally – rather than in an organization’s onsite server – means security is actually heightened. Most hosted solution offer enterprise grade infrastructure and security that is often not found in most on site business…

Optimised call centre scripting can drive revenues and positive sentiment, as well as improving morale among your call agents by ensuring their interactions with customers are more positive too. There are many guides to best practices for call centre scripting online, but MaxContact’s custom solutions…

1.) Scalable capacity MaxContact’s contact centre package is truly cloud-based, with no additional on-site hardware required in order to make use of it, and unlimited scalable capacity. This is fully flexible – you are not committing to a certain number of agents in your pricing…

A predictive dialler can be a valuable investment for call centres of all kinds, helping to eliminate misdialled numbers and lengthy waits for ringing lines to be answered, but what are the factors that go into choosing a predictive daillers? Well there are few ways…

How do you provide an exceptional solution and service, that is stable, yet keep costs down? The simple answer is, you can’t! The two just do not go hand in hand. Ask any experienced IT professional to guarantee 100% up-time on a shoestring budget, and…

Nothing can tell you more about than the analysis of your customers calls. You can utilise your day to day communications not just to generate new business, but also gain insight about customer satisfaction, customer churn, competitive intelligence, service issues and agent performance (both in…

If your business has to deal with direct customer contact on a regular basis, with your own call centre operators making numerous calls over the course of a day, the potential for problems to arise can be relatively high. Calls can be misplaced, or correctly…