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![The birth of the customer intelligence centre](https://www.maxcontactaustralia.com.au/hubfs/Contact%20Centre.png)
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7 mins read
![NPS vs CSAT: Which Metric is Best?](https://www.maxcontactaustralia.com.au/hubfs/Nov-Blog_2.jpg)
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5 mins read
![What is UCaaS?](https://www.maxcontactaustralia.com.au/hubfs/Voice-AI_Cover.jpg)
![What is CSAT?](https://www.maxcontactaustralia.com.au/hubfs/what-is-csat.jpg)
![What is Customer Service?](https://www.maxcontactaustralia.com.au/hubfs/what-is-customer-service.jpg)
![What is IVR Containment Rate?](https://www.maxcontactaustralia.com.au/hubfs/10.jpg)
Latest News, Software, Resources
What is IVR Containment Rate?
Whilst shining a light on call centre operations, the IVR Containment Rate stands as a pivotal metric, embodying the efficiency and autonomy of Interactive Voice Response (IVR) systems. This blog aims to understand the essence of...
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5 mins read
![What is Intelligent Call Routing?](https://www.maxcontactaustralia.com.au/hubfs/20.jpg)
Latest News, Software, Resources
What is Intelligent Call Routing?
The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the...
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5 mins read
![What’s the difference between IVR & IVA?](https://www.maxcontactaustralia.com.au/hubfs/Nov-Blog_1.jpg)
Latest News, Software, Resources
What’s the difference between IVR & IVA?
At the forefront of customer interactions, IVR and IVA represent two distinct technologies shaping the contact center landscape. IVR, or Interactive Voice Response, is a telephony technology that enables customers to interact...
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5 mins read
![What is an Omnichannel Call Centre](https://www.maxcontactaustralia.com.au/hubfs/3-2.jpg)
![What is Call Centre Monitoring and Why is it Important?](https://www.maxcontactaustralia.com.au/hubfs/15.jpg)
![Expert Insight - Alex Harding - Dataphoria](https://www.maxcontactaustralia.com.au/hubfs/1689212805434.jpeg)
![Meet MaxContact: Craig Smith](https://www.maxcontactaustralia.com.au/hubfs/Craig_Pic2.jpg)
![AI Changes in 2023: Impact on Call Centres](https://www.maxcontactaustralia.com.au/hubfs/4.jpg)
![What is Speech Analytics & How has it changed in 2023?](https://www.maxcontactaustralia.com.au/hubfs/3-1.jpg)
![Q1 Road Map 2023](https://www.maxcontactaustralia.com.au/hubfs/Outbound%20calling%20%26%20Progressive%20Dialler.jpg)
![Top Four Examples Of Customer Experience Strategy](https://www.maxcontactaustralia.com.au/hubfs/Customer%20Exp%20Strat_CoverPhoto.jpg)
![How Do Predictive Diallers Work?](https://www.maxcontactaustralia.com.au/hubfs/Predictive%20Diallers_CoverPhoto.jpg)
![Meet MaxContact: Jesse Swift](https://www.maxcontactaustralia.com.au/hubfs/MicrosoftTeams-image%20%2812%29.png)
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1 min read
![Quality assurance isn’t just for the agents](https://www.maxcontactaustralia.com.au/hubfs/peopl-listening-to-music-2021-08-27-00-02-29-utc_optimized.jpg)
![IVR does not have to be stuck in the old ages](https://www.maxcontactaustralia.com.au/hubfs/Not%20For%20Profit.jpg)
![An Intriguing Approach to maximise your dialler output](https://www.maxcontactaustralia.com.au/hubfs/photo-1617103023188-fb6c08d8b8b4.jpeg)
![The Miracle of Debt Collection Software for Contact Centres](https://www.maxcontactaustralia.com.au/hubfs/Customer%20Exp%20Strat_CoverPhoto%20-%20USED.jpg)
![Investment: Hosted Contact Centre Service Benefits](https://www.maxcontactaustralia.com.au/hubfs/Header-cropped.jpg)
![10 Advantages of Outbound Predictive Diallers in Your Call Centre](https://www.maxcontactaustralia.com.au/hubfs/Outbound%20calling%20%26%20Progressive%20Dialler.jpg)
![Operational Efficiency: Workforce Management Software](https://www.maxcontactaustralia.com.au/hubfs/Puzzle%20with%20missing%20piece%20in%20green%20color.jpeg)
![Unified Communication: Voice, SMS, Webchat, Email](https://www.maxcontactaustralia.com.au/hubfs/Close%20up%20of%20hand%20with%20laptop%20and%20media%20icons.jpeg)
![SMEs vs. Giants: Cloud Contact Centre Strategies](https://www.maxcontactaustralia.com.au/hubfs/Group%20of%20joyful%20excited%20business%20people%20throwing%20papers%20and%20having%20fun%20in%20office.jpeg)
![Optimising contact centre productivity with a blended environment](https://www.maxcontactaustralia.com.au/hubfs/call-center-in-operation-2021-04-03-23-46-17-utc%20%281%29.jpg)
![Secure Work-From-Home Contact Centre Strategies](https://www.maxcontactaustralia.com.au/hubfs/businesswoman-working-from-home-making-a-video-cal-2021-05-04-16-54-44-utc%20%281%29.jpg)
![Digital Channels: Enhancing Contact Centre Business Impact](https://www.maxcontactaustralia.com.au/hubfs/business%20people%20group%20with%20%20headphones%20giving%20support%20in%20%20help%20desk%20office%20to%20customers%2c%20manager%20giving%20training%20and%20education%20instructions.jpeg)
![Older agents, better service?](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/mature-contact-centre-agent.jpg)
![Optimise and grow as the economy bounces back](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/contact-centre-growth.jpg)
![Five common contact centre planning mistakes](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/planning-contact-centre-operations.jpg)
![Optimising the contact centre: lessons from COVID one year on](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/AdobeStock_356481965-scaled.jpeg)
![2021 Predictions for Contact Centres](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/contact-centre-crystal-balling-for-2021.jpg)
![Locking it down: why security matters when agents are scattered](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/Contact-centre-security-measures-more-important-than-ever-with-remote-work-from-home-agents.jpg)
![Sidestepping the most common omnichannel pain points](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/Contact-centre-omni-channel-pain-points.jpg)
![Why a cut price contact centre could cost your SME dear](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/2018-06-28-06-55-13-1200x800-1.jpg)
![Boost Efficiency: 6 Steps with a Cloud Contact Centre](https://www.maxcontactaustralia.com.au/hubfs/Imported_Blog_Media/clouds-4258726_1280.jpg)