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

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Insights from 100 BPO Leaders on the Biggest Challenges and Boldest Opportunities Ahead in 2025

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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.

Resources > Blogs & Insights

Blog & Insights

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

Categories:

Finance

03 Oct 2022

What are some challenges faced by vulnerable customers?

According to the Financial Conduct Authority (FCA), 27.7 million adults in the UK fall under their definition of a vulnerable customer. This includes having poor health, experiencing negative life events, low financial resilience, or having low decision-making capabilities. This number is predicted to rise even further as the cost-of-living crisis impacts peoples’ finances and mental…

How to Improve Staff Wellbeing and Engagement in Your Contact Centre

Finance

22 Sep 2022

Creating Contact Strategies for Easier Debt Resolution – MaxContact

Debt resolution is an important part of the job for many contact centres, but there are multiple factors at play in today’s debt experience for individuals and businesses. The cost of living crisis, on top of the multi-faceted impact of the post-pandemic era, has put a real squeeze on both consumers and businesses. In some…

Your Team

06 Sep 2022

Improving Wellbeing & 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

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 to improve 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…

News

21 Jul 2022

MaxContact shortlisted for the 2022 SaaS Awards

International Software Awards Program Announces Initial Shortlist MaxContact has been shortlisted in the 2022 SaaS Awards program in the category Highest Customer Satisfaction with a SaaS Product. Now in its seventh year of celebrating software innovation, the Software Awards program accepts entries worldwide, including the US, Canada, Australasia, EMEA and UK.  Categories for 2022 include…

Outbound

18 Jul 2022

Make outbound dialling more effective with voicemails

Like them or loathe them, voicemails are an important part of outbound contact strategies. Over 97% of all business calls now go to voicemail, so when we’re not leaving one, we’re missing an opportunity. The age-old, ‘don’t leave a voicemail, they won’t answer next time’ has gone. Over 79% of the UK population ignore numbers…

Industry Insights

06 Jul 2022

Proactive customer service: what it is and why you need it

In 2022, customers have an infinity of choice. In nearly every category of product or service, an alternative to your brand or business (and usually several) is only ever a Google away. At the same time, consumers have never been so prepared to switch provider or supplier, because switching has never been so simple. They’re…

Finance

04 Jul 2022

How to create the best debt resolution strategies for different circumstances

If you’re a debt collection agency or a consumer-facing billing, credit, or accounts receivable department, you may be getting a little nervous right now. The cost-of-living crisis is affecting us all. Debt has increased across the UK, up by a whopping £63 billion in a year. The average unsecured debt per UK adult as of…

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…

Outbound

13 Jun 2022

Outbound Dialler Features You Need In Your Call Centre

Whether you’re looking to supercharge sales, streamline debt collection, or elevate customer service, the right outbound dialler can redefine how you connect and communicate. So, continue reading to learn more about automated diallers and discover the potential they hold for your contact centre’s success So, what’s an outbound dialler? Put simply, outbound dialling is the…

Inbound

09 Jun 2022

How to write a call centre script in 6 easy steps

One of the simplest and most effective tools in your contact centre armoury is your call centre script. A call centre script is a set of predefined questions, responses and conversation pathways for agents to follow when communicating with customers over the phone. This helps agents communicate confidently and effectively with customers, no matter how little…

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