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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…

Industry Insights

25 Nov 2024

2024 Contact Centre Trends: A Year in Review 

As we approach the end of 2024, it’s time to look back at our predictions from last year and reflect on how the contact centre industry has evolved. While some trends played out as expected, others took unexpected turns, and new challenges emerged that shaped the industry’s direction. AI: From Hype to Reality We predicted…
Lady with glasses sat at desk on computer

Industry Insights

05 Nov 2024

How to Remain Compliant with AI Speech Analytics

Contact centres are always under pressure to remain compliant with complex laws and industry standards that frequently change. From data privacy regulations like GDPR to sector-specific rules such as those enforced by Ofcom, FCA, and Ofgem, contact centres must navigate a minefield of compliance requirements. The increasing number of communication channels that contact centres operate…

Analytics and Optimisation

25 Oct 2024

[OnDemand] Expanding Your Sales & Collections Strategy with Omnichannel Communication.

In this insightful session, MaxContact’s Head of Marketing Kayleigh Tait and Training Expert Ben O’Reilly demonstrated how businesses can enhance their customer engagement through effective omnichannel communication. Key Takeaways State of Omnichannel Communication Implementation & Best Practices for Introducing New Channels Contact Hub (MaxContact’s Agent Interface) Features & Capabilities Channel-Specific Features Email: Web Chat: SMS:…

BPO

10 Oct 2024

Call Centre Outsourcing: How Can BPOs Meet Their KPIs?

Is your outsourced contact centre struggling to keep pace with rising customer expectations and tightening margins? You’re not alone. A large number of BPO leaders are feeling the pressure.  Many BPO leaders also struggle with the challenge of accurately measuring and improving performance. Benchmarking offers a powerful solution, but knowing where to start can be…

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