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

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

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

How MaxContact makes customer engagement easier

- Outbound Engagement

- Inbound Engagement

- Omnichannel Engagement

- AI Analytics & Optimisation

- Integrations

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

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.

Industry Insights > Page 3

Blog & Insights

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

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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...

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...

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...

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...

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....

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,...

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 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...

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....

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