A leaders guide to moving to a cloud call dialler solution
After the events of the last year, contact centre and IT managers are looking at their dialler technology and asking if it could be improved. The Covid pandemic emphasised the advantages of cloud-based solutions in all sorts of areas, and contact centre software was no…
SaaS finance specialist Alec Kemp joins MaxContact to help drive high growth phase
New FD joins from a major contact centre software rival, bringing a wide experience of high growth businesses and a history of SaaS success Contact centre software specialist MaxContact has appointed Alec Kemp as Finance Director to steer the business through a period of rapid…
How call centres help UK startups to thrive
Canadian entrepreneurs have been told of the value of call centres for online businesses in the UK. The High Commission of Canada in the United Kingdom commissioned Euromonitor International to put together a report with a particular focus on UK startups in the ecommerce market….
Top tips to improve your contact centre performance this year
As the main or only point of contact with many customers, contact centre performance fundamentally drives the business bottom line. That’s perhaps more true than ever during the Covid pandemic when contact centres have become the only point of contact with customers for the majority of organisations. So if contact centres drive…
Where is the best location for a UK call centre?
A UK call centre is a preference for some companies and an essential for others, and there are plenty of different reasons why you might want or need to base your contact centre in the UK. Just a few examples of why this might be…
The contact centre of 2021 (and beyond)
With offices and shops closed and face-to-face communication all but impossible, contact centres have never been so important. Customer-facing teams’ efficiency and agility were vital to business survival and success across industries and sectors in 2020. And in 2021 none of that is likely to…
MaxContact plans to double in size in the next two years
We have recently announced growth plans to more than double in size in the next three years after receiving significant private equity investment and appointing our first non-executive chairman. We’re excited to be working with specialist Software as a Service (SaaS) growth partner FPE Capital…
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…
Using analytics to predict staff availability in inbound call centres
Predictive diallers help outbound call centres to place more calls and maximise agent activity – but what about inbound call centres that face varying levels of demand at different times of day, week or year? A new study published in the International Journal of Industrial…
Better management of sickness absence in call centres
The COVID-19 pandemic has highlighted the importance of managing sickness absence in call centres, in order to ensure the availability of enough staff for each shift. Since the spring, social distancing regulations have meant many more employees have been absent from the workplace, either after…