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

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How MaxContact makes customer engagement easier

- Outbound

- Omnichannel

- Inbound

- Analytics, AI & Optimisation

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

Find out how MaxContact helps businesses like yours.

We keep you in control across your whole contact centre ecosystem.

- Getting started

- Integrations

- Business Continuity

- Work from anywhere

- Security & Compliance

On-Demand Demo

Find out how MaxContact helps businesses like yours.

About Us

Read our story so far and how we do things differently.

How MaxContact can help you get ahead in your sector

- Blogs & Insights

- Brochures & Research

A community for leaders to connect and share knowledge to achieve contact centre excellence.

Benchmark Report

Benchmark your contact centre performance against key KPIs, based on data from 500 contact centre leaders.

Resources > Blogs & Insights

Blog & Insights

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

Categories:

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

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 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

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…

Omnichannel

26 May 2022

Five key considerations when choosing an omnichannel engagement software

They used to be called call centres, and now they’re called contact centres. There’s a good reason for the change. Today, customers want to contact you in the way that best suits them at any particular time. Or to put it another way, they want the option of calling your customer service line to be…

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…

Your Team

01 Apr 2022

Stress awareness month: why organisations with contact centres should take stress seriously

National Stress Awareness Month, run by the Stress Management Society every April, is dedicated to raising awareness of the modern stress epidemic and aims to help everyone find ways to cope with the pressures of daily life. This year the theme of the month is ‘Community’, highlighting the importance of social cohesion to our mental…

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