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Why MaxContact?

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Resources > Blogs & Insights

Blog & Insights

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

Categories:

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

What is an outbound dialler?

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 outbound diallers and discover the potential they hold for your contact centre’s success. What is outbound dialling? Put simply, outbound dialling is the process…

Inbound

09 Jun 2022

6 steps to writing effective contact centre scripts

One of the simplest and most effective tools in your contact centre armoury is conversation scripting and guidance. Creating and adapting conversation scripts that demonstrate efficiency, understanding and a real desire to help customers can help you reduce average handling time (AHT), improve customer experience (CX) and make life considerably easier for stretched employees. Writing…

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…

Industry Insights

05 May 2022

How to support your customer service staff during the cost-of-living crisis

The pressure on customers is well-documented, but service staff need the full support of their business and guidance from their leaders during these difficult times too. The harsh reality of working within a customer-facing role is the abuse you may receive, sometimes on a daily basis. Physical or verbal abuse towards shop workers and call centre agents…

Your Team

29 Apr 2022

What to do about staff burnout

According to WebMD, “burnout is a form of exhaustion caused by constantly feeling swamped.”   That’s an apt description of the situation many contact centre leaders and advisors find themselves in right now. During Covid, contact centres became the frontline of customer communications, if they weren’t already.  Employees had to deal with more calls, and field…

Your Team

08 Apr 2022

How do I improve my contact centre recruitment strategy?

A recent survey of nearly 20,000 employers around the world found that almost 70% of businesses are having trouble hiring new employees, which is the highest level in 15 years. In the face of such a challenging recruitment climate, the contact centre industry is in a particularly tough position. Attrition in the UK industry –…

News

04 Apr 2022

MaxContact’s quarterly update

As the first quarter of 2022 draws to a close, we wanted to take a look back at what has been a memorable few months at MaxContact. Read on to find out about our eye-catching new look, which award we’ve been shortlisted for, our social activities and much more! Our new look Things changed quite…

News

22 Feb 2022

MaxContact has evolved.

Things have changed a bit at MaxContact. As you may have noticed, we’ve completely revamped our website and brand. We think they’re clearer, cleaner, and better reflect who we are and how far we’ve come. But why have we done it? We’ve come a long way… Our old website and brand have served us well…

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