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Insights

20 May 2022

6 ways to deal with difficult customers

It sometimes feels like we live in an angry age. It certainly feels that way to customer-facing staff, who have been subject to a growing torrent of abuse since the start of the pandemic. In fact, according to the Institute of Customer Service, 60% of customer-facing staff have experienced hostility from customers since early 2020,...

Insights

05 May 2022

How to support your customer service staff during the cost-of-living crisis

The pressure on customers is well-documented, but service staff need the full support of their business and guidance from their leaders during these difficult times too. The harsh reality of working within a customer-facing role is the abuse you may receive, sometimes on a daily basis. Physical or verbal abuse towards shop workers and call centre agents...

Insights

29 Apr 2022

What to do about staff burnout

According to WebMD, “burnout is a form of exhaustion caused by constantly feeling swamped.”   That’s an apt description of the situation many contact centre leaders and advisors find themselves in right now. During Covid, contact centres became the frontline of customer communications, if they weren’t already.  Employees had to deal with more calls, and field...

Insights

08 Apr 2022

How do I improve my contact centre recruitment strategy?

Research confirms what on-the-ground experience has probably told you already: it’s a tough market for recruitment right now. One study of 20,000 global employers found that nearly 70% of companies were experiencing difficulties in hiring staff, a 15-year high. There are a number of reasons for that, but the situation has undoubtedly been made worse...

Insights

04 Apr 2022

MaxContact’s quarterly update

As the first quarter of 2022 draws to a close, we wanted to take a look back at what has been a memorable few months at MaxContact. Read on to find out about our eye-catching new look, which award we’ve been shortlisted for, our social activities and much more! Our new look Things changed quite...

Insights

18 Feb 2022

Making a difference at MaxContact

Before the pandemic, employees at MaxContact would meet regularly outside of the 9-5, for informal get togethers, team nights out and other social occasions. We also used to support charities together, whether that meant volunteer days or fundraising events. Of course, all that changed a bit during the pandemic. We had virtual quizzes and distanced...

Insights

14 Dec 2021

The year ahead: contact centre trends for 2022

For the last two years the contact centre industry, like every other, has been focused on coping with an unprecedented crisis.   It began with a hectic period of fire fighting, and by the end of 2020 no one had enough energy or headspace to look up and scan the horizon. The close of 2021 feels different. ...

Insights

17 Nov 2021

Why choosing a small ISV makes perfect business sense

In the 1970s, big players in the burgeoning computer industry coined the phrase FUD. It stands for Fear, Uncertainty and Doubt, and it’s what behemoths like IBM tried to sow in the minds of customers in relation to plucky young upstarts like Microsoft and Apple. It’s fair to say that the FUD strategy didn’t work...

Insights

15 Nov 2021

How to reduce staff churn

They’re calling it the “Great Resignation”, a new wave that, since the pandemic, has seen more employees considering switching jobs or even changing careers altogether. For many, Covid-19 proved a watershed moment. Lockdown gave them time to re-evaluate their lives and – in some cases – they came to the conclusion that where they are right...

Insights

27 Sep 2021

One in five firms admit to using secret spy software

Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to manage a workforce remotely, keeping staff motivated and morale high....

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