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

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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.

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:

Industry Insights

27 Sep 2021

One in five firms admit to using secret spy software

Remote working has presented various challenges over the past 18 months. From adapting to working alone, to trying to create a work life balance when your workspace is suddenly in your living room. For managers, it’s also presented new challenges in terms of how to manage a workforce remotely, keeping staff motivated and morale high….

Finance

13 Sep 2021

How to serve vulnerable customers

As the cost of living crisis continues and bills continue to soar, contact centres are facing an increase in vulnerable customers who are seeking support. Now more than ever, it’s crucial that these customers are able to easily receive the correct support and that contact centre teams are prepared for potentially difficult and distressing conversations….

Finance

17 Aug 2021

The real cost of not having a payment IVR for credit and collections

A few years ago, IVRs (Interactive voice response) were not much loved by consumers, and even today, poorly implemented systems can leave callers fuming on the other end of the phone. But as customers have got more used to talking to technology (think Alexa, Google Assistant and more), and IVR systems have got more sophisticated,…

Industry Insights

12 Aug 2021

How To Manage Complaints

Customer satisfaction is intrinsically linked to strong business performance. In today’s world, customers have more power than ever and are able to share their experience with your business in a variety of ways – from online reviews to social media and beyond. This is great, if they’re talking about your organisation in a positive light,…

Industry Insights

14 Jul 2021

Are white lies holding British businesses back?

We don’t mean to offend but you’re probably a bit of a liar. We’re not singling you out though: most of us tell a whopper or two every now and then. But in this case, we’re not talking about covering up the fact that you ate the last biscuit (is that just us?) or forgot to put the…

Analytics and Optimisation

10 Jun 2021

Speech Analytics: Turning Conversations into Insights

What is speech analytics? Call centre speech analytics uses technology to analyse recorded phone conversations between call centre agents and customers. AI powered speech analysis helps to identify trends, patterns and areas for improvement in customer service, agent performance and overall contact centre operations. Speech analytics isn’t a new thing. In fact, it’s been around…

Analytics and Optimisation

17 Mar 2021

Workforce management in your contact centre: cut costs and ace flexible working

Let’s face it, Contact Centre workforce management (WFM) is a bit of a minefield. The goal of WFM is obvious enough. You want the right number of agents with the right skill levels in place for every shift. Get it right and you maximise revenue opportunity, reduce churn rates and create better customer experiences, while lowering operational…

Dialler

02 Mar 2021

A leaders guide to moving to a cloud call dialler solution

After the events of the last few years, contact centre and IT leaders are looking at their contact centre technology and asking if it could be improved. The shift from onsite to more remote and hybrid working arrangements emphasised the advantages of cloud-based solutions in all sorts of areas, and contact centre software was no…

Industry Insights

11 Feb 2021

Top tips to improve your contact centre performance this year

As the main or only point of contact with many customers, contact centre performance fundamentally drives the business bottom line. So how do you make sure yours is working as effectively as it can? MaxContact’s Product Owner, Sean McIver – who has worked on the contact centre front line – says it’s a mix of…

News

27 Jan 2021

MaxContact plans to double in size in the next two years

We have recently announced growth plans to more than double in size in the next three years after receiving significant private equity investment and appointing our first non-executive chairman. We’re excited to be working with specialist Software as a Service (SaaS) growth partner FPE Capital in order to accelerate our product development roadmap and further…

News

21 Jan 2021

Getting The Best Customer Service Whilst Remote Working

Are we at the beginning of the end, or the end of the beginning? As far as Covid-19 is concerned, nobody seems entirely sure. The vaccination rollout promises an eventual release from lockdown, but scientists remain cagey about when everyday life might properly resume. In the meantime, many of your sales and customer service staff…

News

06 Nov 2020

FPE Capital have helped finance an acquisition of MaxContact

We are pleased to announce FPE Capital have helped finance an acquisition of MaxContact led by the MaxContact management team. Lars Pedersen, a serial SaaS executive, has joined the board as Non-Executive Chairman. The acquisition will further help realise the management teams vision for the company and solution. With an investment of over £1.25m in…

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