Omnichannel

All your communication channels in one place

Outbound

Reach more people and Improve efficiency of outbound communication teams

Inbound

Serve customers faster and more efficiently

Analytics and Optimisation

Make better decisions and optimise your workforce

Features

Ready to evolve your communications?

Book demo

Industries

BPO Industries

A platform tailored to you, to help you win and retain business

Communications

Make omnichannel easy for your teams

Financial Services

Secure communications and payment solutions

Utilities

Drive efficiency with automation and omnichannel

Retail

Deliver outstanding customer service with ease

Use Cases

Debt Resolution

Reach the right people at the right time

Customer Service

All customer queries in one platform

Sales

Reach more people and make selling straightforward

Customer Experience

Re-energise your CX strategy

Support

The tools to deliver the best experience

Employee Experience

Increase staff happiness and productivity

Getting started

With a team of experts behind you, everything is easy

UCaaS

Flexible UCaaS solutions for your entire business

Integrations

Bring your software stack together

Work from anywhere

Full functionality, security and visibility built in

Business Continuity

Keep the show on the road

Security & Compliance

Security you can trust

On-demand demo

On demand video

We've summarised MaxContact's powerful features and functionality into 3-minutes viewing

Blog & Insights

We’re making smart conversations happen

Webinars & Events

Check for upcoming events or watch sessions on demand

Brochures & Research

Read the latest resources and industry insights

Customer Stories

What clients say about working with MaxContact

On-demand Demo

How MaxContact can help your business

About Us

Us, our team and how we do things differently

Featured

Keep contact centre agents happy post-pandemic with WFH opportunities

One hallmark of the past 12 months has been the immediate shift to working from home (WFH) for the vast majority of people in clerical, administrative and office jobs, in order to support the commitment to maintaining social distance as much as possible.

The emergence from lockdown will take time, even with the rollout of COVID-19 vaccines, and even beyond the official end of the pandemic, a lot of employees might still favour roles that allow them to work from home.

Contact centre agents have historically been a group expected to work from an office. By definition, a ‘call centre’ suggests a centralised location where a large number of people handle a very large volume of calls on a daily basis.

However, the modern definition of a contact centre is changing. Technology has enabled call centre agents to work from home seamlessly, with no obvious indication of this to the customers who speak to them.

Why WFH contact centre agents are a good idea

You might be of the opinion that if it ain’t broke, don’t fix it. But the COVID-19 pandemic has already disrupted businesses across all sectors, so now is the time to make the change.

There are plenty of reasons why you should let contact centre agents work from home, and they’re not all tied solely to the Coronavirus pandemic.

For example:

  • You can hire remote call centre agents with specific skills and expertise, even if they are not located close to your physical premises.
  • You can keep a reserve workforce of part-time and ad hoc contact centre agents who don’t want or need full-time working hours.
  • You can call in emergency cover from WFH contact centre agents at short notice, without having to wait for them to get to the office.

These are just a few reasons why WFH contact centre agents are a good idea – your unique circumstances and the sector in which you operate might easily mean that there are even more compelling reasons to have your call centre agents working from home.

Make it happen with MaxContact WFM

MaxContact Workforce Management (WFM) makes it easier to put in place a flexible remote contact centre that takes full advantage of agents working from home.

You can allow homeworking routinely, with most or all of your agents based remotely, or utilise it as a business continuity strategy in the event of significant staff absences or problems accessing your physical premises.

In either case, MaxContact WFM helps you identify the resources you need and the ability to schedule additional staff accordingly. It can even build ‘what if’ scenarios to predict the employees you’ll need to meet extra targets and achieve growth, based on past performance.

There’s no good reason to prevent call centre agents from working from home with the contact centre technologies that are now available, including MaxContact WFM.

By putting in place the correct technology, you can tap into the huge potential of a remote workforce, without compromising on visibility and performance, and all while minimising cost and talent churn in your post-pandemic call centre.

Want to find out more about MaxConact Workforce Management and how it can benefit your contact centre? Discover the solution now.

More like this

Insights

18 Nov 2022

How do contact centres develop a winning CX?

Industry expert Natalie Calvert helps ambitious leaders powerfully engage customers and employees in a way that impacts the bottom line. Her clients have included organisations of all sizes, including some of the world’s largest brands: O2, Royal Mail, Audi, LEGO, M&S and BT. She is also a board advisor and judge for the Lloyds Bank...