Spokn AI

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

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

Categories:

Benchmarking Your Contact Centre: 2024 UK Agent and Team Performance Insights 

Industry Insights

05 Jun 2024

Benchmarking Your Contact Centre: 2024 UK Agent and Team Performance Insights 

Staying informed about industry benchmarks and best practices is essential for contact centre leaders looking to drive success in an increasingly competitive market. Our comprehensive survey, conducted in May 2024, gained insights from 500 UK contact centre teams, with sizes ranging from 20 to 4,999 agents, providing valuable insights into the current state of agent...
Optimising Your Debt Collection Contact Centre Performance: 2024 UK Benchmarking Insights

Finance

05 Jun 2024

Optimising Your Debt Collection Contact Centre Performance: 2024 UK Benchmarking Insights

Debt collection is undoubtedly challenging; it’s crucial for contact centre leaders to continuously assess and optimise their team’s performance. Our recent survey of 100 UK debt collection professionals provides valuable benchmarking data to help you evaluate your team’s effectiveness and identify areas for improvement. In this blog, we’ll dive into the key metrics and offer...
Elevating Your Customer Service Contact Centre Performance: 2024 UK Benchmarking Insights 

Industry Insights

05 Jun 2024

Elevating Your Customer Service Contact Centre Performance: 2024 UK Benchmarking Insights 

Delivering exceptional customer service is key to fostering customer loyalty and driving business growth. Our recent survey of 449 UK customer care and technical support professionals provides invaluable benchmarking data to help you assess your team’s performance and identify areas for improvement. In this blog, we’ll explore the key metrics and share actionable strategies to...

Community

10 Apr 2024

Unlocking Contact Centre Excellence: Engagement in a Hybrid World

As contact centre leaders navigate the ever-evolving landscape of customer service, it’s crucial to adapt to new challenges and embrace innovative strategies. At MaxContact’s ‘Afterwork’ community event, organisational psychologist Danny Wareham delivered a thought-provoking talk on unlocking contact centre excellence through engagement in a hybrid world. Embracing the Hybrid Reality Wareham emphasised that the hybrid...
How to Improve Staff Wellbeing and Engagement in Your Contact Centre

Your Team

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...

Your Team

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...

Your Team

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...

Your Team

14 Jun 2022

Poor mental health costs UK contact centres almost £1 billion each year

Those working in contact centre roles say that work-related poor mental wellbeing is making them less productive, including answering fewer calls and taking more sick days – costing the industry over £990m in lost productivity every year. That’s according to our new study, Duty of Care Gap. The contact centre industry is a huge contributor...

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