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Categories:

Voice of the UK Consumer Report Cover

AI

30 Apr 2025

What UK Customers Really Want from Contact Centres in 2025

We’ve recently launched our “Voice of the Consumer” research at MaxContact, and the results offer clear insights into what UK customers actually want when they interact with contact centres in 2025. We surveyed over 1,000 UK consumers in February 2025 who had interacted with contact centres in the last 18 months, and their responses paint…
How to handle objections in sales calls

Analytics and Optimisation

30 Apr 2025

Objection handling in sales: Tools & techniques for call success

Every salesperson has heard them before: ❌ “How did you get my number?”❌ “No, I’m not interested.”❌ “I’m already with [competitor].” Everyone who works in the industry knows that sales objections are inevitable. Particularly if you work in a high-pressure environment like a call centre where agents handle hundreds of calls every day.  It’s easy…

News

22 Apr 2025

MaxContact Wins at the 2025 Megabuyte Emerging Stars Awards

We’re proud to announce that MaxContact has been named the Best Performing Company in Customer Relationship Management at the 2025 Megabuyte Emerging Stars Awards! A Significant Achievement This recognition places us among an elite group of 50 Emerging Stars, selected from an initial pool of over 6,000 companies. With only 825 meeting the strict eligibility…

Analytics and Optimisation

27 Mar 2025

[OnDemand] Smarter Listening: How AI-Powered Conversation Analytics Drives Contact Centre Success

Key Takeaways In our recent webinar, we explored how intelligent conversation analytics is transforming contact centres operations. MaxContact’s Leah Tillyer and Conor Bowler demonstrated how our Success Intelligence solution empowers teams to enhance performance, provide personalised coaching, and drive better business outcomes. The QA Challenge Traditional quality assurance approaches are failing contact centres. Our research…

Dialler

11 Mar 2025

Seamlessly Connecting MaxContact with HubSpot: A Deep Dive into Our Integration

In sales and collections, how quickly you respond to a lead can make or break a deal. Research underscores just how critical response times are: These statistics highlight the importance of rapid engagement. That’s where the MaxContact-HubSpot integration comes in. By seamlessly syncing leads from HubSpot into MaxContact, your team can connect with prospects in…
How to use speech analytics for increase B2C outbound sales graphic

Outbound

05 Mar 2025

How to use speech analytics to increase B2C outbound sales

Struggling to boost the performance of your outbound B2C sales team? In high-volume call centres, the challenges of maximising consumer call outcomes are constant. Agents need to hit their targets, navigate objections, and keep conversations on track – all while managing large call volumes and remaining compliant. But, with the high cost of data lists,…

Analytics and Optimisation

28 Feb 2025

[Watch Now] Creating Intelligent Contact Strategies

Key Takeaways In this insightful session, Kayleigh Tait (Head of Marketing) and Ben O’Reilly (Training Specialist) share how to create an intelligent contract strategy by leveraging consumer behaviours to build trust and drive better results. Our latest research explores how UK consumers feel about AI in customer interactions and what businesses need to know to…

News

19 Feb 2025

MaxContact to Showcase Industry-Leading Contact Centre Platform at Channel Live 2025

We’re excited to announce that we’ll be exhibiting at Channel Live 2025, taking place on 19th – 20th March at the NEC Birmingham. During Channel Live 2025, we’ll be showcasing our feature-rich contact centre software, including our intelligent auto-dialling capabilities, omnichannel communication solutions, and AI-powered speech analytics. Visitors to our stand will have the opportunity…
Contact Centre Manager feeling frustrated with manual processes, holding head in hands next to a large pile of documents

Industry Insights

19 Feb 2025

Top five call centre myths from films and TV

Hollywood loves to pick on call centres, often garnering a reputation for being annoying, unhelpful, and a common place for phishing scams. But how much truth is there to these on-screen depictions? We’ve analysed and debunked some of the most hilarious, thought-provoking, and iconic call centre scenes from TV and film. The Simpsons – “Lisa…
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…

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