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How MaxContact makes customer engagement easier

- Outbound Engagement

- Inbound Engagement

- Omnichannel Engagement

- AI Analytics & Optimisation

Al the features you need for smarter customer engagement

Spokn AI

AI Speech Analytics to understand the 'why' behind every call

How MaxContact can help you get ahead in your sector

Achieve goals and targets, whatever your team’s priorities

BPO Industry Pulse Report

Insights from 100 BPO Leaders on the Biggest Challenges and Boldest Opportunities Ahead in 2025

How MaxContact can help you get ahead in your sector

- Brochures & Research

- Blogs & Insights

- Webinars & Events

- Customer Stories

- Product Video Library

- Podcast

Join the Community

A community for leaders to connect and share knowledge to achieve contact centre excellence.

Consumer Insights Report

Insights from over 1,000 recent customer experiences revealing what truly matters in contact centre interactions.

Analytics and Optimisation > Page 2

Blog & Insights

Read the latest on making smart conversations happen in your contact centre.

Categories:

Analytics and Optimisation

10 Apr 2024

Introducing MaxContact’s Revamped Contact Hub: Elevating User and Customer Experiences

In this blog, we reveal the exciting new developments to our web agent platform, now known as Contact Hub. We’ll walk you through what’s changed and what each update means for our customers. At MaxContact, we’re driven by a deep understanding that exceptional customer experiences require much more than just cutting-edge technology – they demand...

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...

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...

06 Sep 2023

AI in contact centres: optimising employee and customer experience

Growing demands – and rising costs These are challenging times for contact centres. Studies suggest that customer expectations have hit an all time high, and in one case, that a large majority of customers now consider the experience a company provides to be as important as its products or services. At the same time, pressure...

Analytics and Optimisation

26 May 2023

MaxContact featured in Gartner’s Market Guide for Speech Analytics Platforms

MaxContact is proud to be named as a leading vendor of speech analytics as part of our customer engagement platform in Gartner‘s Market Guide for Speech Analytics Platforms. This guide details key features of speech analytics platforms and trends in this market to help customer service and support leaders assess products for purchase and application. Ben...

Analytics and Optimisation

23 May 2023

Maximising Customer Insight with Contact Centre Analytics

Every customer communication with your organisation produces data. Over the course of an hour, day, week, month or year, that can amount to thousands of pieces of potentially useful information. But it’s only useful if you can capture and analyse it. That’s the role of contact centre analytics. Understanding contact centre analytics What is contact...

Analytics and Optimisation

10 Jun 2021

Speech Analytics: Turning Conversations into Insights

What is speech analytics? Call centre speech analytics uses technology to analyse recorded phone conversations between call centre agents and customers. AI powered speech analysis helps to identify trends, patterns and areas for improvement in customer service, agent performance and overall contact centre operations. Speech analytics isn’t a new thing. In fact, it’s been around...

Analytics and Optimisation

17 Mar 2021

Workforce management in your contact centre: cut costs and ace flexible working

Let’s face it, Contact Centre workforce management (WFM) is a bit of a minefield. The goal of WFM is obvious enough. You want the right number of agents with the right skill levels in place for every shift. Get it right and you maximise revenue opportunity, reduce churn rates and create better customer experiences, while lowering operational...

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