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Categories:

Analytics and Optimisation

28 Feb 2025

[Watch Now] Creating Intelligent Contact Strategies

Key Takeaways In this insightful session, Kayleigh Tait (Head of Marketing) and Ben O’Reilly (Training Specialist) share how to create an intelligent contract strategy by leveraging consumer behaviours to build trust and drive better results. Our latest research explores how UK consumers feel about AI in customer interactions and what businesses need to know to...
A Complete Guide to Call Centre Reporting Metrics graphic

Analytics and Optimisation

10 Feb 2025

A Complete Guide to Call Centre Reporting Metrics

Measuring call centre efficiency isn’t easy. With so many KPIs to analyse, consistently tracking which metrics matter most is difficult.  We’ve compiled an easy-to-follow cheatsheet of metrics you should care about across four key areas, to help you stay focused.  Tracking and acting on these metrics will help you maximise customer satisfaction, maintain efficient operations...
10 Speech Analytics Use Cases to Transform Your Contact Centre graphic

Analytics and Optimisation

05 Feb 2025

10 Speech analytics use cases for contact centres

Contact centres can be high-pressure environments, with plenty of challenges to tackle; managing customer interactions, staying compliant and helping agents perform at their best, to name a few. That’s where speech analytics comes in.  By recording and transcribing 100% of customer conversations, analysing sentiment, categorising topics and ranking agent performance, speech analytics helps contact centre...

Analytics and Optimisation

31 Jan 2025

[Watch Now] Shaping the Future of Contact Centres – MaxContact’s 2025 Vision & Roadmap

In this insightful session, Kayleigh Tait (Head of Marketing) and Conor Bowler (Principal Product Manager) unveil MaxContact’s and Spokn AI’s product roadmap for 2025. Key Takeaways In our product vision webinar, we unveiled MaxContact’s and Spokn AI’s ambitious roadmap for 2025, focusing on empowering revenue-generating teams through intelligent automation and AI-driven insights. Here’s how we’re...

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:...

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?...

AI

18 Mar 2024

What is sentiment analysis: How’s it used in call centres?

Imagine if you could hear the emotions behind every customer call? No more guessing if an interaction is positive, negative or neutral. Sentiment analysis allows call centres to understand the feelings behind the voices on the other end of the phone.  What is sentiment analysis? Sentiment analysis, also known as opinion mining, is a natural...
It leaders ops report maxcontact

Analytics and Optimisation

30 Oct 2023

Insights for your IT strategy

In a poll of IT leaders carried out for MaxContact in August 2023, 99% of respondents said they were planning to invest in digital transformation over the next 12 months. So it’s clear this is an area of focus, but what are their priorities, and – in a challenging economy – what will they spend...
Whistl MaxContact How Contact Centre Scripting Creates Enhanced Customer Experiences

Analytics and Optimisation

25 Oct 2023

How Scripting Creates Enhanced Customer Experiences

In this guest blog, Whistl share insights on how contact centre scripting has evolved and explore how it can benefit your business by enhancing compliance, agent training, and customer experience. What is Contact Centre Scripting? Contact centre scripting is a structured approach to customer service and support operations. Agents work with predefined scripts or guidelines...

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