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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

15 Jul 2022

Rising Costs Of Business: How SMEs Can Balance The Books

As we all know, life is getting more expensive. So is business. A recent study by the Federation of Small Businesses found that half of SMEs think that rising costs will stall growth in 2022. Rising fuel and utility costs are the biggest challenge, according to the survey. They’re followed by tax rises, labour shortages,…

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…

Industry Insights

20 May 2022

6 ways to deal with difficult customers

It sometimes feels like we live in an angry age. It certainly feels that way to customer-facing staff, who have been subject to a growing torrent of abuse since the start of the pandemic. In fact, according to the Institute of Customer Service, 60% of customer-facing staff have experienced hostility from customers since early 2020,…

News

16 May 2022

MaxContact builds on record year of growth with new VP of Engineering

We’re pleased to announce a key new appointment to our senior team following an unprecedented period of growth! In 2021 our rapid growth saw us become one of the fastest-growing contact centre specialists in the country. We saw record sales across the year, with a 45% growth in subscription revenue in 2021, while we also…

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