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Industry Insights

27 Nov 2024

Contact Centre Trends: What to Expect in 2025

As we close out 2024, it’s time to look ahead at what the coming year might bring for the contact centre industry. The sector has shown remarkable resilience and growth, with industry revenue reaching an estimated £3.2 billion in 2024, representing a compound annual growth rate (CAGR) of 5.1% over the past five years. This…
man working at a computer in a contact centre

AI

26 Nov 2024

Using AI Speech Analytics for Quality Assurance (QA) in Contact Centres

If you work in a contact centre, you know quality assurance (QA) can often feel like a box-ticking exercise. Yet, QA is the backbone of exceptional customer service, agent development and operational efficiency. The challenge? Many QA processes are time-consuming, resource-intensive and limited in the insights they provide. What if your QA process could do…

Industry Insights

25 Nov 2024

2024 Contact Centre Trends: A Year in Review 

As we approach the end of 2024, it’s time to look back at our predictions from last year and reflect on how the contact centre industry has evolved. While some trends played out as expected, others took unexpected turns, and new challenges emerged that shaped the industry’s direction. AI: From Hype to Reality We predicted…
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Industry Insights

05 Nov 2024

How to Remain Compliant with AI Speech Analytics

Contact centres are always under pressure to remain compliant with complex laws and industry standards that frequently change. From data privacy regulations like GDPR to sector-specific rules such as those enforced by Ofcom, FCA, and Ofgem, contact centres must navigate a minefield of compliance requirements. The increasing number of communication channels that contact centres operate…

Analytics and Optimisation

25 Oct 2024

[OnDemand] Expanding Your Sales & Collections Strategy with Omnichannel Communication.

In this insightful session, MaxContact’s Head of Marketing Kayleigh Tait and Training Expert Ben O’Reilly demonstrated how businesses can enhance their customer engagement through effective omnichannel communication. Key Takeaways State of Omnichannel Communication Implementation & Best Practices for Introducing New Channels Contact Hub (MaxContact’s Agent Interface) Features & Capabilities Channel-Specific Features Email: Web Chat: SMS:…

BPO

10 Oct 2024

Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

Is your outsourced contact centre struggling to keep pace with rising customer expectations and tightening margins? You’re not alone. A large number of BPO leaders are feeling the pressure.  Many BPO leaders also struggle with the challenge of accurately measuring and improving performance. Benchmarking offers a powerful solution, but knowing where to start can be…

News

10 Oct 2024

Ben Booth named one of the UK’s Top 50 Most Ambitious Business Leaders for 2024

Ben Booth, CEO of MaxContact has been recognised as one of The LDC Top 50 Most Ambitious Business Leaders for 2024, in partnership with The Times. Created by trusted investment partner LDC – part of Lloyds Banking Group, The Top 50 celebrates entrepreneurs demonstrating remarkable ambition, and is now in its seventh year. This year…
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Outbound

02 Oct 2024

How To Improve Right-Party Contact Rates In Debt Resolution

If you work in a contact centre that operates in the debt resolution industry, you’ll know that achieving a high right-party contact (RPC) rate is key to success. After all, how can you collect payments efficiently if you’re not speaking with the right recipient in the first place?  Despite this, our recent benchmark report shows…

Analytics and Optimisation

25 Sep 2024

[OnDemand] MaxHax: Unlocking the Full Potential of MaxContact.

In this webinar, our experts Kayleigh Tait and Ben O’Reilly share valuable strategies and tips to boost your sales and collections campaign performance. Kayleigh covers best practice whilst Ben shows you the ‘how-to’, with plenty of MaxHax for maximum results. Key Takeaways Data Management and Segmentation Dialler Modes and Pacing Script Optimisation Inbound Call Management…
Is Your Outbound Sales Team Truly Data-Driven?

Analytics and Optimisation

17 Sep 2024

Is Your Outbound Sales Team Truly Data-Driven?

Staying ahead of the competition is no longer just about having a talented team and a great product. Outbound sales teams can’t rely on instinct alone. Today’s successful sales operations are built on a foundation of data-driven decisions, cutting-edge technology, and continuous improvement. But what does it really mean to be “data-driven” in outbound sales?…

Omnichannel

13 Sep 2024

The Future of Digital Customer Engagement: MaxContact’s Contact Hub Boosts Agent Productivity Using Digital Channels

To keep pace with evolving customer expectations, businesses are constantly seeking ways to enhance their customer experience whilst improving operational efficiency. At MaxContact, we’re proud to introduce Contact Hub Connect, our next generation agent interface that not only meets your customers where they are but also significantly boosts agent productivity. The Shifting Landscape of Customer…

Outbound

13 Sep 2024

Unlocking the DNA of Sales Success: How Our AI Identifies and Analyses Sales Objections to Drive Successful Outcomes

B2C phone sales demands quick thinking, emotional intelligence, and deep product knowledge. Top performers are rare, they’re hard to find and harder to retain. But what if we could rewrite the narrative? Imagine transforming any motivated individual into a sales powerhouse, regardless of their initial abilities. This isn’t about finding the perfect candidate—it’s about enhancing…

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