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Industry Insights > Page 3

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Categories:

Channel

08 Apr 2024

Optimising Outbound Campaigns with MaxContact CCaaS: A Partner’s Guide  

Outbound campaigns are an integral part of any company’s marketing and sales strategy. They can also be used for other reasons, such as after sales service, market research, collecting payments, confirming appointments and a host of other ways outbound features can transform customer experience.  In essence, an outbound campaign involves a business actively contacting potential...
MaxContact Training Team showing their customer engagement platform during a customer demo

Channel

21 Mar 2024

Beyond basic call routing: Why UCaaS isn’t enough for complex contact centres 

Unified communication platforms have revolutionised internal communications and collaboration but are too limited for contact centres  Long before the pandemic, Unified Communications as a Service (UCaaS) platforms became the communication tool for businesses across industries and sectors. Today, the global UCaaS market is worth around US$36 billion and is projected to almost treble by 2032.  ...

Industry Insights

18 Mar 2024

What is VoIP: A Guide to Voice Over IP for Contact Centres

Introduction The competitive nature of contact centres means that achieving exceptional customer service and keeping costs under control is a balancing act. Traditional landlines aren’t an option, and some contact centres opt for Voice over Internet Protocol (VoIP) as a cost-effective and flexible solution to ensure effective communication with customers. This guide explores the inner...
MaxContact Supports the UKNCCA

Industry Insights

18 Jan 2024

MaxContact demonstrates commitment to the contact centre industry by supporting the UKNCCA 2024

Manchester, UK – 18th January 2023 – MaxContact, a leading UK-based customer engagement software provider, announced its support of the UKNCCA 2024, an award programme recognising contact centre talent in the UK. Organisers, the CCMA (Call Centre Management Association), have added several new categories to the awards, including Sales Team Manager of the Year, Most...

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

Contact Centres: 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...
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...
From Sales to Service: How Dialler Software Transforms Customer Experience

Dialler

25 Aug 2023

How Dialler Software Can Transform 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...
How to Harness Innovation to Improve Contact Strategies and Drive Continuous Improvement in Your Contact Centre

Industry Insights

23 Aug 2023

How to improve contact strategies in your call centre

How can contact centre teams move with the times and improve contact strategies to push their results to the next level?  In a recent webinar session, Sean McIver, Product Owner at MaxContact, poses this question to two expert guests – Martin Teasdale, Founder of The Team Leader Community and the GOOW Podcast, and Beverley Hughes,...

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