Given events of the last few weeks, many businesses have found themselves in the very uncomfortable position of having to ask their staff to work from home for the first time. Once the immediate impact of the Corona Virus is over and the smoke begins…

The COVID-19 pandemic is first and foremost a human crisis, but there will also be a very substantial negative impact on the economy, and businesses for the foreseeable future. From schools shutting down to a ban on public gatherings of more than 2 people, no…

The Ofcom regulations have been around a long time, and they have gone through numerous iterations and changes over the years, we have noticed that has started causing a lot of confusion around what are the current regulations. Indeed, some of the older regulations are…

As we move into the start of the new decade, make sure your predictive dialler isn’t stuck in the past delivering the same performance improvements as every other solution on the market in 2020. Many predictive diallers simply automate the process of dialling the number,…

Demand for contact centres is growing day by day, according to a newly published report, promising an “astounding” rate of annual growth for contact centre software in the coming years. The report, titled Contact Centre Software Market: Global Market Analysis, Insights and Forecast, 2019-2026, was…

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…