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Insights

18 Nov 2022

How do contact centres develop a winning CX?

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...

Insights

17 Nov 2022

Contact centre predictions for 2023 

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...

Insights

20 Oct 2022

MaxContact’s quarterly update – Q3

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...
How to Improve Staff Wellbeing and Engagement in Your Contact Centre

Insights

06 Sep 2022

How to Improve Staff Wellbeing and Engagement in Your Contact Centre

In the era of The Great Resignation, staff wellbeing and engagement is certainly a hot topic right now. Many employees are leaving due to feeling burnt out, unsupported, or undervalued in their roles. In fact, our research shows that 72% of workers said they were burnt out, and 52% said there had been an increase...

Insights

25 Aug 2022

Guest blog: Wellbeing in the workplace with ‘Thrive: Mental Wellbeing’

In this guest blog, Thrive: Mental Wellbeing share insights about workplace wellbeing, stress factors affecting contact centre workers and how to build a sustainable and effective wellbeing strategy in your business. Thrive: Mental Wellbeing is a leading mental healthcare service for organisations across the UK. Their award-winning app provides digital therapy and mental health support...

Insights

02 Aug 2022

MaxContact’s quarterly update – Q2

In this blog we take a look back at what was another memorable quarter at MaxContact. Read on to find out about our sponsored Snowdon hike, which business awards we’ve been shortlisted for, our social activities and much more in 2022’s second quarter. What’s new at MaxContact? Snowdon Hike In May, some of the MaxContact...

Insights

21 Jul 2022

How effective onboarding helps staff retention in your contact centre

Like many areas of our economy, contact centres are suffering from something of a recruitment crisis. A recent report from The Open University and Institute of Directors found that 63% of decision makers agree their organisation has found recruiting difficult. In addition, one study of 20,000 global employers found that nearly 70% of companies were...

Insights

18 Jul 2022

Make outbound dialling more effective with voicemails 

Like them or loathe them, voicemails are an important part of outbound contact strategies. Over 97% of all business calls now go to voicemail, so when we’re not leaving one, we’re missing an opportunity. The age-old, ‘don’t leave a voicemail, they won’t answer next time’ has gone. Over 79% of the UK population ignore numbers...

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