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

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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…

News

19 Feb 2025

MaxContact to Showcase Industry-Leading Contact Centre Platform at Channel Live 2025

We’re excited to announce that we’ll be exhibiting at Channel Live 2025, taking place on 19th – 20th March at the NEC Birmingham. During Channel Live 2025, we’ll be showcasing our feature-rich contact centre software, including our intelligent auto-dialling capabilities, omnichannel communication solutions, and AI-powered speech analytics. Visitors to our stand will have the opportunity…
Contact Centre Manager feeling frustrated with manual processes, holding head in hands next to a large pile of documents

Industry Insights

19 Feb 2025

Top five call centre myths from films and TV

Hollywood loves to pick on call centres, often garnering a reputation for being annoying, unhelpful, and a common place for phishing scams. But how much truth is there to these on-screen depictions? We’ve analysed and debunked some of the most hilarious, thought-provoking, and iconic call centre scenes from TV and film. The Simpsons – “Lisa…
A Complete Guide to Call Centre Reporting Metrics graphic

Analytics and Optimisation

10 Feb 2025

A Complete Guide to Call Centre Reporting Metrics

Measuring call centre efficiency isn’t easy. With so many KPIs to analyse, consistently tracking which metrics matter most is difficult.  We’ve compiled an easy-to-follow cheatsheet of metrics you should care about across four key areas, to help you stay focused.  Tracking and acting on these metrics will help you maximise customer satisfaction, maintain efficient operations…
10 Speech Analytics Use Cases to Transform Your Contact Centre graphic

Analytics and Optimisation

05 Feb 2025

10 Speech analytics use cases for contact centres

Contact centres can be high-pressure environments, with plenty of challenges to tackle; managing customer interactions, staying compliant and helping agents perform at their best, to name a few. That’s where speech analytics comes in.  By recording and transcribing 100% of customer conversations, analysing sentiment, categorising topics and ranking agent performance, speech analytics helps contact centre…
Graphic image with blog title - How to measure contact centre efficiency

AI

04 Feb 2025

How to measure call centre efficiency

Speed, accuracy, and customer satisfaction are all non-negotiable for contact centres. But with rising customer expectations and the constant pressure to control costs, achieving true efficiency can feel like balancing on a knife’s edge. Call centre efficiency isn’t just about doing more with less – it’s about consistently delivering high-quality service while optimising resources. In…
AI in call centres: Transforming operations and customer experienc graphic

AI

04 Feb 2025

AI in call centres: Transforming operations and customer experience.

The rise of AI is revolutionising industries across the globe. In healthcare, it’s personalising treatment options. In retail, it’s creating tailored offers. In manufacturing, it’s streamlining supply chains. And in call centres, it’s changing the game entirely. Tools like ChatGPT have shown how AI can handle complex queries, learn from interactions, and deliver lightning-fast responses….

Analytics and Optimisation

31 Jan 2025

[Watch Now] Shaping the Future of Contact Centres – MaxContact’s 2025 Vision & Roadmap

In this insightful session, Kayleigh Tait (Head of Marketing) and Conor Bowler (Principal Product Manager) unveil MaxContact’s and Spokn AI’s product roadmap for 2025. Key Takeaways In our product vision webinar, we unveiled MaxContact’s and Spokn AI’s ambitious roadmap for 2025, focusing on empowering revenue-generating teams through intelligent automation and AI-driven insights. Here’s how we’re…

News

02 Jan 2025

Meet Conor Bowler, Our New Principal Product Manager

We’re thrilled to announce the addition of Conor Bowler to the MaxContact team as our Principal Product Manager. With 16 years of product leadership experience across diverse technology sectors, Conor brings a wealth of knowledge in contact centre technology, financial technology, and AI-driven solutions. A Journey Through Technology Innovation Conor’s career path is marked by…

Industry Insights

27 Nov 2024

Contact Centre Trends: What to Expect in 2025

As we close out 2024, it’s time to look ahead at what the coming year might bring for the contact centre industry. The sector has shown remarkable resilience and growth, with industry revenue reaching an estimated £3.2 billion in 2024, representing a compound annual growth rate (CAGR) of 5.1% over the past five years. This…
man working at a computer in a contact centre

AI

26 Nov 2024

Using AI Speech Analytics for Quality Assurance (QA) in Contact Centres

If you work in a contact centre, you know quality assurance (QA) can often feel like a box-ticking exercise. Yet, QA is the backbone of exceptional customer service, agent development and operational efficiency. The challenge? Many QA processes are time-consuming, resource-intensive and limited in the insights they provide. What if your QA process could do…

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