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

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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

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

- Blogs & Insights

- Webinars & Events

- Customer Stories

- Product Video Library

- Podcast

Join the Community

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.

Your Team

Blog & Insights

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

Categories:

BPO

14 May 2025

15 Call Centre Training Tips to Boost Agent Performance & Retention

According to our Benchmark Report, the average call centre loses 30% of its agents each year, yet most training programs haven’t evolved beyond basic scripts and interspersed feedback sessions. But what if your agents could learn from your top performers, and listen to actual conversations instead of generic best practices? AI-powered speech analytics transforms how...

Analytics and Optimisation

30 Apr 2025

Objection handling in sales: Tools & techniques for call success

Every salesperson has heard them before: ❌ “How did you get my number?”❌ “No, I’m not interested.”❌ “I’m already with [competitor].” Everyone who works in the industry knows that sales objections are inevitable. Particularly if you work in a high-pressure environment like a call centre where agents handle hundreds of calls every day. It’s easy...

What makes a successful sales call? Top tips for call centre teams graphic

Industry Insights

28 Feb 2025

What makes a successful sales call? Top tips for call centre teams.

Still not cracked the art of how to make a successful sales call? The answer isn’t just about having the right pitch. A successful sales call is about understanding when to call, how to engage, and what to say. But here’s the challenge: only 6.74% of sales calls result in a sale according to our...

Industry Insights

12 Jul 2024

Unveiling the State of UK Contact Centres: MaxContact’s 2024 Industry Benchmark Report

In an era where customer interactions can make or break a business, understanding the pulse of contact centre operations has never been more crucial. That’s why we’ve conducted an extensive survey of 500 UK contact centre leaders, spanning various sectors and organisation sizes, to bring you our 2024 Industry Benchmark Report. This comprehensive study delves...

Boosting Your Contact Centre Sales Performance: 2024 UK Benchmarking Insights

Industry Insights

05 Jun 2024

Boosting Your Contact Centre Sales Performance: 2024 UK Benchmarking Insights

Contact centre leaders who work in outbound sales teams face the constant challenge of driving revenue growth while maintaining high levels of customer satisfaction. Our recent survey, conducted in May 2024, gained insights from 167 UK contact centre leaders who work in outbound sales teams, with sizes ranging from 20 to 4,999 agents. The results...

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...

Industry Insights

16 Apr 2024

Fostering Innovation in a Hybrid Working Environment: Insights from Industry Leaders

The shift to hybrid working models has presented both challenges and opportunities for driving innovation in contact centres. In a webinar hosted by the Call Centre Management Association (CCMA), industry leaders gathered to share their experiences and insights on this topic. The panel featured Leigh Hopwood, CEO of CCMA, Louise Walsh, Chief Customer Contact Officer...

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...

Analytics and Optimisation

10 Apr 2024

Introducing MaxContact’s Revamped Contact Hub: Elevating User and Customer Experiences

In this blog, we reveal the exciting new developments to our web agent platform, now known as Contact Hub. We’ll walk you through what’s changed and what each update means for our customers. At MaxContact, we’re driven by a deep understanding that exceptional customer experiences require much more than just cutting-edge technology – they demand...

Complaint Handling in Your Contact Centre – How to Reduce Them and Improve Customer Experience

Your Team

23 Oct 2022

How to Reduce Complaints and Improve Customer Experience

Customer complaints are an expected part of the job when it comes to contact centres. But if you want to reduce complaints and improve the customer experience, you have to be proactive in your approach. We sat down with CX+EX Coach & Expert, Natalie Calvert, and MaxContact Product Owner, Sean McIver, to get their takes...

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