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Categories:

Analytics and Optimisation

30 May 2025

[OnDemand] When Humans Make the Difference: Finding the Balance in Contact Centre Operations

Key Takeaways The contact centre industry stands at a crossroads. While AI and automation promise operational efficiencies, the question isn’t whether to adopt these technologies—it’s knowing when human intervention delivers superior outcomes. Our recent webinar explored this critical balance, featuring insights from consumer research and practical demonstrations of how intelligent systems can support, rather than…

AI

22 May 2025

MaxContact Strengthens AI Capabilities with Strategic Acquisition of Conversational AI Firm

MaxContact today announced its acquisition of Curious Thing’s technology and assets. The move will significantly enhance MaxContact’s current AI capabilities while maintaining the company’s commitment to balancing technology with meaningful human connections in contact centres. Integrating Curious Thing’s advanced conversational AI platform into MaxContact’s existing suite of solutions will accelerate the company’s product roadmap and…

BPO

14 May 2025

15 Call Centre Training Tips to Boost Agent Performance & Retention

According to our Benchmark Report, the average call centre loses 30% of its agents each year, yet most training programs haven’t evolved beyond basic scripts and interspersed feedback sessions. But what if your agents could learn from your top performers, and listen to actual conversations instead of generic best practices? AI-powered speech analytics transforms how…

Analytics and Optimisation

02 May 2025

[OnDemand] AI vs Automation: How Contact Centres Can Get It Right

Key Takeaways In our latest webinar, we explored the crucial distinctions between AI and automation and how contact centres can strategically implement both technologies to drive operational excellence and growth. According to McKinsey, generative AI could add up to $4.4 trillion in global productivity annually, yet only 1% of businesses consider themselves mature in AI…
Voice of the UK Consumer Report Cover

AI

30 Apr 2025

What UK Customers Really Want from Contact Centres in 2025

We’ve recently launched our “Voice of the Consumer” research at MaxContact, and the results offer clear insights into what UK customers actually want when they interact with contact centres in 2025. We surveyed over 1,000 UK consumers in February 2025 who had interacted with contact centres in the last 18 months, and their responses paint…
How to handle objections in sales calls

Analytics and Optimisation

30 Apr 2025

Objection handling in sales: Tools & techniques for call success

Every salesperson has heard them before: ❌ “How did you get my number?”❌ “No, I’m not interested.”❌ “I’m already with [competitor].” Everyone who works in the industry knows that sales objections are inevitable. Particularly if you work in a high-pressure environment like a call centre where agents handle hundreds of calls every day.  It’s easy…

News

22 Apr 2025

MaxContact Wins at the 2025 Megabuyte Emerging Stars Awards

We’re proud to announce that MaxContact has been named the Best Performing Company in Customer Relationship Management at the 2025 Megabuyte Emerging Stars Awards! A Significant Achievement This recognition places us among an elite group of 50 Emerging Stars, selected from an initial pool of over 6,000 companies. With only 825 meeting the strict eligibility…

Analytics and Optimisation

27 Mar 2025

[OnDemand] Smarter Listening: How AI-Powered Conversation Analytics Drives Contact Centre Success

Key Takeaways In our recent webinar, we explored how intelligent conversation analytics is transforming contact centres operations. MaxContact’s Leah Tillyer and Conor Bowler demonstrated how our Success Intelligence solution empowers teams to enhance performance, provide personalised coaching, and drive better business outcomes. The QA Challenge Traditional quality assurance approaches are failing contact centres. Our research…

Dialler

11 Mar 2025

Seamlessly Connecting MaxContact with HubSpot: A Deep Dive into Our Integration

In sales and collections, how quickly you respond to a lead can make or break a deal. Research underscores just how critical response times are: These statistics highlight the importance of rapid engagement. That’s where the MaxContact-HubSpot integration comes in. By seamlessly syncing leads from HubSpot into MaxContact, your team can connect with prospects in…
How to use speech analytics for increase B2C outbound sales graphic

Outbound

05 Mar 2025

How to use speech analytics to increase B2C outbound sales

Struggling to boost the performance of your outbound B2C sales team? In high-volume call centres, the challenges of maximising consumer call outcomes are constant. Agents need to hit their targets, navigate objections, and keep conversations on track – all while managing large call volumes and remaining compliant. But, with the high cost of data lists,…

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