Spokn AI

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

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Achieve goals and targets, whatever your team’s priorities

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- Employee Experience

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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.