How MaxContact makes customer engagement easier
Al the features you need for smarter customer engagement
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.
Find out how MaxContact helps businesses like yours.
Find out about our platform and how it benefits our clients
How MaxContact can help you get ahead in your sector
A community for leaders to connect and share knowledge to achieve contact centre excellence.
Benchmark your contact centre performance against key KPIs, based on data from 500 contact centre leaders.
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The Evolving Contact Centre Landscape:
Trends, Challenges and Strategies for Contact Centre Leaders
In a difficult economy, successful contact centres will use insight, technology and agile management to solve problems without undermining performance or stifling growth.
That’s the overarching message from MaxContact’s ‘state of the sector’ research, which surveyed 100 operational and contact centre leaders in UK businesses with over 100 employees.
It found that leaders remain firmly focused on enhancing customer experience, despite cost and workforce challenges. But they also realise that operations have to be more efficient than ever, and that good customer experiences and more streamlined operations are not mutually exclusive.
In this report, we detail the results of our survey, and suggest ways for contact leaders to meet their goals. At its core, the research shows that internal collaboration, better workforce management and top draw technology can square the circle of better service at reduced cost. It suggests that better data management – sourcing, measuring, analysing and acting on it – will be crucial to this success.
