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Death of the Phone: 72% of online companies in the UK are uncontactable by phone

13 Dec 2022

Online companies in the UK are making it near-impossible for customers to contact them on the phone, causing customers anxiety or serious stress. That’s according to new research from MaxContact which audited the contact options at 50 of the UK’s most popular online brands. Nearly three quarters (72%) of the UK’s 50 top online brands1…

Vulnerability and the cost of living crisis: How your contact centre can support customers

Vulnerability and the Cost of Living Crisis: How Your Contact Centre Can Support Customers

12 Dec 2022

How does your contact centre support potentially vulnerable customers? As agents speak with countless people daily, while trying to meet targets and other responsibilities, sometimes it can be tough to give each customer the time and sensitivity they deserve. However, there has been an increasing number of vulnerable adults, in part due to the cost-of-living…

MaxContact awarded IT Vendor of the Year award

08 Dec 2022

We’re delighted to announce that we have been awarded the IT Vendor of the Year Award by the BCS, The Chartered Institute for IT and Computing. The awards ceremony took place in Central London in November 2022, with the industry out in force to support the awards and celebrate success after another challenging year. The UK IT…

How to find the best contact centre solution for your outsourced contact centre / BPO

08 Dec 2022

As a business process outsourcing (BPO) leader, you know that more and more businesses are turning to outsourcing as part of their growth strategy. In fact, the global business process outsourcing market, valued at $232.32 billion in 2020, is expected to grow by 8.5% until at least 2028. BPOs provide client companies with valuable services…

How do contact centres develop a winning CX?

18 Nov 2022

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank…

Contact centre predictions for 2023

17 Nov 2022

Contact centre leaders will surely agree with the Collins Dictionary pick for 2022’s word of the year. After the Covid pandemic transitioned almost seamlessly into the cost of living crisis, the word “permacrisis” feels apt indeed. For contact centres, that permacrisis has led to cost and staffing pressures over the last 12 months and a…

Complaint Handling in Your Contact Centre – How to Reduce Them and Improve Customer Experience

Complaint Handling in Your Contact Centre – How to Reduce Them and Improve Customer Experience

23 Oct 2022

Customer complaints are an expected part of the job when it comes to contact centres. But if you want to reduce complaints and improve the customer experience, you have to be proactive in your approach. We sat down with CX+EX Coach & Expert, Natalie Calvert, and MaxContact Product Owner, Sean McIver, to get their takes…

MaxContact’s quarterly update – Q3

20 Oct 2022

In this blog we take a look back at what we got up to at MaxContact between July and September 2022. Read on to find out about our charity 5-a-side football tournament, which awards we’ve been shortlisted for, our social activities and more in 2022’s third quarter. What’s new at MaxContact? Awards 🏆 LDC Top…

MaxContact’s CEO named One To Watch in The LDC Top 50 Most Ambitious Business Leaders programme

11 Oct 2022

Ben Booth, CEO of MaxContact has been named as a One To Watch in The LDC Top 50 Most Ambitious Business Leaders programme for 2022. The programme, which is supported by The Times and now in its fifth year, celebrates those entrepreneurs that are growing the UK’s most successful and fast-growing medium-sized firms. A record…

MaxContact and HGS UK announce partnership to transform customer experiences

10 Oct 2022

MaxContact is pleased to announce its partnership with the UK operations of Hinduja Global Solutions (HGS) Ltd (listed in BSE & NSE). This partnership is one element of a new ecosystem for HGS UK to differentiate and create memorable customer experiences across admired brands throughout the UK and Europe. HGS selected MaxContact to assist in…

MaxContact reveals the challenges faced by vulnerable customers seeking support from customer service teams

03 Oct 2022

According to the Financial Conduct Authority (FCA), 27.7 million adults in the UK fall under their definition of a vulnerable customer. This includes having poor health, experiencing negative life events, low financial resilience, or having low decision-making capabilities. This number is predicted to rise even further as the cost-of-living crisis impacts peoples’ finances and mental…

How to Improve Staff Wellbeing and Engagement in Your Contact Centre