We’ve integrated Avoira’s award-winning voice analytics solution, Xdroid, to help businesses create more satisfying customer experiences. Avoira’s speech analytics accurately QA checks every single conversation, at mass scale, with market-leading accuracy. It provides insight to a business on all customer and agent conversations, using Machine…

Let’s face it, Contact Centre workforce management (WFM) is a bit of a minefield.   The goal of WFM is obvious enough. You want the right number of agents with the right skill levels in place for every shift. Get it right and you maximise revenue opportunity, reduce…

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…

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….

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…

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…

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…

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…

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…

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…