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Industry Insights > Page 2

Blog & Insights

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

Categories:

Industry Insights

18 Nov 2023

Contact centre predictions for 2024

This has been a year of challenge and change for the contact centre industry. On one hand, the hype around ChatGPT brought AI into the mainstream, even if AI-powered chatbots and speech analytics have been part of advanced contact centre solutions for a number of years. With growing customer and agent acceptance, the continuing development...
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...
The Evolving Contact Centre Landscape report

Industry Insights

30 Oct 2023

The Contact Centre Landscape: Data driven insights from the inside

In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We quizzed over 100 contact centre leaders on the trends and challenges that will drive their strategies in 2024 and beyond. The research uncovered lots of interesting and useful information. You can download the full report – The...
From Sales to Service: How Dialler Software Transforms Customer Experience

Dialler

25 Aug 2023

From Sales to Service: How Dialler Software Transforms Customer Experience

Most companies don’t offer unique products or services, and there are few monopolies in modern commerce. So how do businesses compete? On quality, price and customer experience.  In the commoditised world of the contact centre, it’s customer experience that often provides the real point of difference. Satisfied customers drive growth and profit. That’s why two-thirds...
5 Must-Have Dialler Features You Need In Your Outbound Call Centre

Dialler

25 Aug 2023

5 Must-Have Dialler Features You Need In Your Outbound Call Centre 

A dialler (or auto-dialler) is one of the most important pieces of technology in any contact centre. A good one is your outbound team’s secret weapon, allowing agents to have more of the conversations that make a difference.  There are various kinds of dialler, but they all automate the task of placing calls to customers....
AI in Call Centres: How Will AI Impact Customer Service?

AI

25 Aug 2023

AI in Call Centres: How Will AI Impact Customer Service?

Unless you’ve just returned from a very long vacation on a very isolated island, you’ll probably know a thing or two about ChatGPT already.  ChatGPT and other generative AI technologies are suddenly everywhere. News of the latest developments have crossed from the technology press to 10 o’clock news. Workers worry that AI may take their...
MaxContact Secures Major Investment to drive innovation and growth: Elevating Customer Experiences: MaxContact’s New Funding Boosts AI-Technology Advancements for Enhanced Customer Interactions.

Industry Insights

23 Aug 2023

MaxContact Secures Major Investment to Drive Innovation and Propel Growth 

Elevating Customer Experiences: MaxContact’s New Funding Boosts AI-Technology Advancements for Enhanced Customer Interactions.  Manchester-based customer engagement technology provider MaxContact announced it has secured funding to accelerate a new phase of innovation and growth.   MaxContact, which private equity firm FPE Capital has backed since October 2020, has worked to secure additional investment to accelerate further development...
Is your organisation ready for the AI Revolution

AI

16 Aug 2023

Is your organisation ready for the AI revolution?

An AI-driven future has arrived AI was a bold idea, then a niche technological interest, and then – in what seemed like the click of a finger – it was everywhere. AI has arrived and it is about to change everything. Eminent scientists are saying that AI could be as transformative as the industrial revolution....
How to Reduce Costs in Your Contact Centre without Compromising Experience

Industry Insights

17 Jul 2023

How to Reduce Costs in Your Contact Centre without Compromising Experience 

Need to reduce costs, but don’t want to sacrifice customer or employee experience? This is a very real situation that so many contact centre leaders are currently facing.   Following the pandemic, prices are rising, there’s an energy crisis, a cost-of-living crisis, and the great resignation on top. Regardless of industry type, everyone has been affected...

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