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Spokn AI

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.

Resources > Blogs & Insights

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…

How to harness innovation to improve contact strategies and drive continuous improvement webinar

Dialler

12 May 2025

The Path to Productivity: A Simple Guide to Transitioning from Manual to Automated Dialling

“I’ll prioritise this person first – they look more promising.” Sound familiar? Whether you’re a debt collection specialist reaching out to contacts, a sales team pursuing leads, or a customer service team following up on enquiries, manually selecting who to call next feels like control. Many believe this selective approach makes them more productive. But…

Analytics and Optimisation

02 May 2025

[OnDemand] AI vs Automation: How Contact Centres Can Get It Right

Key Takeaways In our latest webinar, we explored the crucial distinctions between AI and automation and how contact centres can strategically implement both technologies to drive operational excellence and growth. According to McKinsey, generative AI could add up to $4.4 trillion in global productivity annually, yet only 1% of businesses consider themselves mature in AI…

30 Apr 2025

What UK Customers Really Want from Contact Centres in 2025

We’ve recently launched our “Voice of the Consumer” research at MaxContact, and the results offer clear insights into what UK customers actually want when they interact with contact centres in 2025. We surveyed over 1,000 UK consumers in February 2025 who had interacted with contact centres in the last 18 months, and their responses paint…

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…

News

22 Apr 2025

MaxContact Wins at the 2025 Megabuyte Emerging Stars Awards

We’re proud to announce that MaxContact has been named the Best Performing Company in Customer Relationship Management at the 2025 Megabuyte Emerging Stars Awards! A Significant Achievement This recognition places us among an elite group of 50 Emerging Stars, selected from an initial pool of over 6,000 companies. With only 825 meeting the strict eligibility…

Analytics and Optimisation

22 Apr 2025

The contact centre target reset guide: turning missed goals into future success

Nearly 50% of companies missed revenue targets in the first half of 2024, according to a recent GTM Benchmark report. That’s a business-wide metric, but anyone who’s worked in the contact centre space for any length of time knows missing goals is far from unusual. A missed target – whether it’s contact rates or customer…

Analytics and Optimisation

27 Mar 2025

[OnDemand] Smarter Listening: How AI-Powered Conversation Analytics Drives Contact Centre Success

Key Takeaways In our recent webinar, we explored how intelligent conversation analytics is transforming contact centres operations. MaxContact’s Leah Tillyer and Conor Bowler demonstrated how our Success Intelligence solution empowers teams to enhance performance, provide personalised coaching, and drive better business outcomes. The QA Challenge Traditional quality assurance approaches are failing contact centres. Our research…

Dialler

11 Mar 2025

Seamlessly Connecting MaxContact with HubSpot: A Deep Dive into Our Integration

In sales and collections, how quickly you respond to a lead can make or break a deal. Research underscores just how critical response times are: These statistics highlight the importance of rapid engagement. That’s where the MaxContact-HubSpot integration comes in. By seamlessly syncing leads from HubSpot into MaxContact, your team can connect with prospects in…

Outbound

05 Mar 2025

How to use speech analytics to increase B2C outbound sales

Struggling to boost the performance of your outbound B2C sales team? In high-volume call centres, the challenges of maximising consumer call outcomes are constant. Agents need to hit their targets, navigate objections, and keep conversations on track – all while managing large call volumes and remaining compliant. But, with the high cost of data lists,…

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…

Analytics and Optimisation

28 Feb 2025

[Watch Now] Creating Intelligent Contact Strategies

Key Takeaways In this insightful session, Kayleigh Tait (Head of Marketing) and Ben O’Reilly (Training Specialist) share how to create an intelligent contract strategy by leveraging consumer behaviours to build trust and drive better results. Our latest research explores how UK consumers feel about AI in customer interactions and what businesses need to know to…

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