How MaxContact makes customer engagement easier
Al the features you need for smarter customer engagement
How MaxContact can help you get ahead in your sector
Achieve goals and targets, whatever your team’s priorities
Find out how MaxContact helps businesses like yours.
We keep you in control across your whole contact centre ecosystem.
Read our story so far and how we do things differently.
How MaxContact can help you get ahead in your sector
A community for leaders to connect and share knowledge to achieve contact centre excellence.
Benchmark your contact centre performance against key KPIs, based on data from 500 contact centre leaders.
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Dial. Speak. Disposition. Repeat.
Our Contact Hub means your team deal with your customer, not your dialler.
Designed with agents for agents
Being a contact centre agent can be stressful – from dealing with challenging situations, vulnerable contacts, complex queries, and being frustrated by technology only makes it worse.
Your advisors love serving your customers – they want to do a great job and hit their targets!
Remove distractions so your agents can focus on what matters.
Our Contact Hub is intuitive and functional for more speed and improved accuracy.
Contact Hub Features
Make the working day easier
Go ready once, not twice – with one click. Requesting to log out is clear and simple, plus checking the softphone connection is easy, for improved call quality.
Agents can disposition accurately and quickly by organising outcome codes. You can create quick codes, making post-call admin fast and accurate.
We’ve made it clearer when a call is recording and it’s obvious when it’s turned off.
Keep everyone in the know
Add notes at a customer level so when another agent picks up a conversation, they’re as in the know as the person who took the original call.
Manage callbacks
Manage call-backs, add call-back notes, see call-back details, reschedule, and easily view upcoming and overdue callbacks in a calendar view.
Track performance
Agents can see which status they’re in and for how long to make sure targets are being hit. Receive real-time coaching feedback to improve performance.
Contact Hub – WEBINAR
Discover how MaxContact is revolutionising the agent experience to boost productivity and customer satisfaction.
Customer details at your fingertips
See customer interaction history by date, time, and channel, including notes left by other agents. Add, view and manage conversation notes. See and search the interactions handled today.
Warm transfer
Speak with another person, either in conference mode or in private, before transferring the call. Or simply return to the customer conversation with their questions answered.
Agent-level privacy controls
Allow your agents to pause the call recording for security and compliance purposes. All agent permissions are controlled centrally, empowering you and your agents.
Quick history view
Quickly see and search call history to easily get back to a customer or review ticket details on request.
Contact Hub for Digital Interactions
Omnichannel Interaction Management
Effortlessly handle multiple customer interactions across various digital channels from a single, unified interface. Switch between conversations seamlessly, ensuring no customer is left waiting.
Context-Rich Customer Insights
Access comprehensive customer history, merge related interactions, and gain a 360-degree view of each customer. Provide personalised, informed responses that drive customer satisfaction and conversions.
Intelligent Workload Balancing
Optimise agent productivity with smart queuing, automatic interaction parking, and real-time SLA tracking. Prioritise tasks effectively and manage your workday with confidence.
Compliance and Security
Ensure data protection with in-app attachment viewing and role-based access controls, maintaining the highest standards of security and compliance.
Giving You Results to Shout About
Increase in productivity utilising the MaxContact dialler
Reduction in handling time to increase agent efficiency
Reduction in time spent onboarding new campaigns for BPOs
See Contact Hub in Action
Book a demo to see how Contact Hub can improve your customer experience and business operations.
FAQs
Is Contact Hub included in my monthly license fee or plan?
Yes – there’s no additional charge for your agents to use Contact Hub, everything is included in your current license fee or plan. Depending on which plan you take out, there cost per user per month will differ. You can see all of our packages here: https://www.maxcontact.com/packages/
Will my agents need training?
Our user interface follows the latest design principles, it’s intuitive and easy to use. It’s tested and used by our sales and support team at MaxContact, they were able to onboard with no training! However, we know you may want some support, so we’ll train the trainer as a part of the onboarding process and you’re whole team will have access to our helpdesk articles and OnDemand training videos.
What happens if I need more support?
As always, we have lots of Helpdesk articles to support your onboarding, or just give our support team a call, and we’ll be happy to help.
