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Call centre agents are at risk of burnout, pushed to their limits by fast-paced, performance-driven environments.

June 28, 2025 6 mins read

Call Centre Burnout: Causes, Signs, and How to Prevent It

First Call Resolution (FCR) refers to the ability to resolve a customer’s issue during their initial contact with your support team, removing the need for follow-ups or escalations.

June 27, 2025 7 mins read

The Ultimate Guide to First Call Resolution

June 26, 2025 5 mins read

Chatbots vs Conversational AI: What’s the difference?

Great customer service begins with asking the right questions. One of the most effective ways to understand how your customers feel is to simply ask, and the way you phrase those questions can shape the entire customer experience.

June 26, 2025 5 mins read

20 Effective Customer Service Questions

High call volumes are a common challenge for contact centres, especially during busy seasons. So, how can you make sure that your team is prepared to handle the pressure when call traffic spikes?

June 25, 2025 7 mins read

5 Ways To Handle High Call Volumes

In a call centre, agents have to deal with a wide range of calls on many different topics. A handy feature designed to help with this is a call whisper.

June 24, 2025 6 mins read

What is Call Whisper? Benefits and Uses Explained

Delivering a smooth customer experience (CX) is a key driver of business growth. Satisfied customers are more likely to remain loyal and recommend your brand to others, thereby supporting both retention and acquisition.

June 24, 2025 6 mins read

Customer Effort Score: What it is and How to Measure it

Average Speed of Answer (ASA) is the average amount of time it takes for a call centre agent to answer a customer call, starting from when the call enters the queue.

June 17, 2025 9 mins read

What is Average Speed of Answer?

Skills-based routing is a smart call routing strategy that makes sure customer queries are directed to the most suitable agent based on their skill set and expertise.

June 12, 2025 5 mins read

The Ultimate Guide to Skills-Based Routing

How your call centre gathers, stores and shares knowledge can have a critical impact. By making your business knowledge easily accessible to your agents, you can improve your customer experience, boost innovation, and secure...

June 6, 2025 7 mins read

4 Major Benefits of a Knowledge Management System

Automation is poised to bring a productivity boost worth $2.2 billion to the Australian economy. Across a wide range of sectors, advanced digital solutions are transforming how businesses operate – and call centres are no...

January 10, 2025 5 mins read

Predictive vs Progressive Diallers: Understanding the Differences

We live in the era of big data, where companies have access to unprecedented amounts of information to support their decision-making. For call centres, access to real-time data on agent performance and customer satisfaction can...

January 10, 2025 9 mins read

Call Centre Report Examples

An effective customer experience (CX) is fundamental to attracting and retaining customers. 80% of customers now say that experience is as important as a company’s products and services. If you’re not meeting their expectations,...

January 10, 2025 13 mins read

7 Key Ways to Improve Your Customer Experience (CX)

If your customers are seeking support, the last thing they want is to be left waiting. The sooner their issues are resolved, the happier they’ll be. In fact, customers are 2.4x more likely to stay with a company that solves...

December 20, 2024 10 mins read

What is a Good Average Handle Time (AHT)?

December 20, 2024 8 mins read

What is an Abandoned Call?

A call centre manager is essential to the smooth running of your call centre. They are responsible for a broad range of business-critical tasks, from monitoring performance metrics to implementing process improvements and...

December 2, 2024 7 mins read

What are the Responsibilities of a Call Centre Manager?

Inbound call centre agents are on the frontline of your business – and it’s hard to overstate their importance.

December 2, 2024 5 mins read

Inbound Call Centre Agent Duties and Responsibilities

Email is now the top driver of sales for consumers in Australia and New Zealand, making it an essential component of any outbound marketing strategy.

December 2, 2024 11 mins read

What is a Suppression List?

In our hyper-connected world, most businesses use a wide array of digital devices to deliver their services. That means it’s more important than ever to ensure your network is robust, reliable, and fully future-proof.

December 2, 2024 8 mins read

What is a Management Information Base (MIB)?

Delivering an engaging and effective customer experience (CX) is more vital than ever before.

December 2, 2024 4 mins read

Customer Journey Analytics: A Comprehensive Guide

From traditional marketing strategies like TV and print advertising to innovative digital approaches, there are more ways than ever for your business to reach new customers. And with the average Australian consuming 6 hours of...

November 28, 2024 10 mins read

Inbound vs Outbound Marketing: Understanding the Difference

Average call handling time is used in call centres to measure the average duration of customer interactions. This includes the time spent talking to the customer and any additional time spent on follow-up actions.

November 28, 2024 10 mins read

How to Reduce Average Handle Time (AHT)

Employee engagement is what makes employees feel valued and connected to your business. The more valued your employees feel, the more likely they are to contribute positively to the workplace.

October 31, 2024 6 mins read

What is Employee Engagement? How Do You Improve It?

The term ‘CX’ is used across many different organisations and industries. But what does CX stand for?

October 30, 2024 7 mins read

What Does CX Mean and How Do You Measure It?

The term ‘call disposition’ is used to determine the outcome of a call. Call disposition (also known as call tags or activity codes) can help categorise calls based on their outcomes, such as whether a sale was made, if the...

October 30, 2024 5 mins read

What is Call Disposition? A Guide for Call Centres

Speech analytics analyses recorded calls to gather customer information and monitor and analyse your interactions to give you an overall view of each agent’s performance, which can then be measured against targets.

October 30, 2024 5 mins read

Top 8 Benefits of Speech Analytics in Call Centres

Call centre wrap-up codes, also referred to as call codes or disposition codes, are short labels or tags that agents use at the end of a call to classify the outcome of the call.

October 30, 2024 5 mins read

What is a Call Centre Wrap-Up Code?

October 30, 2024 5 mins read

As part of our onboarding at MaxContact we always like to introduce new team members to our audience. It's a great way of getting to know the people that make up our team, what makes them tick and what they do in their spare...

Meet MaxContact: Kat Rukavina

50 Customer Satisfaction Survey Questions Companies often overestimate customer satisfaction, assuming their products and services are meeting expectations. A 2024 study by Emplifi and IDC reveals a disconnect between companies'...

October 18, 2024 2 mins read

CSAT Survey Question Examples

Cold calling is when an agent calls a potential customer who has not had any interaction with the agent before. Simply put, it is a process that involves calling new customers. It involves reaching out to people who haven't...

October 1, 2024 10 mins read

AI for Cold Calling

Good customer service is the key to a successful business. When running a business, it can be hard trying to maintain good customer service, especially with large businesses.

August 30, 2024 5 mins read

What Makes a Great Customer Service Experience?

You may think that omnichannel and multichannel are the same thing; but although they share some similarities, there are several differences to consider.

August 30, 2024 5 mins read

Omnichannel vs Multichannel

August 30, 2024 4 mins read

Welcome to MaxContact's comprehensive Omni Channel Call Centre Experience guide for Call Centre Managers seeking to enhance their customer service operations.

What Is Omni Channel Call Centre Experience? & Why is it Important?

August 30, 2024 6 mins read

Knowledge Management System Examples

Simply put, a call abandonment rate is the percentage of how many people terminate their calls before an agent from the contact centre answers.

August 30, 2024 6 mins read

What is Call Centre Abandonment Rate and Why Does it Matter?

Efficiency is key in any working environment. Businesses are constantly looking for ways to improve efficiency and boost performance - and workforce optimisation (WFO) is one of the best ways to do this.

August 30, 2024 5 mins read

What is Workforce Optimisation?

Did you know that 74% of consumers are more likely to make a purchase based on their experience alone?

July 31, 2024 4 mins read

Customer Experience Journey Map

The terms inbound and outbound both refer to call centres but have different meanings. Inbound call centres receive incoming calls from customers, whereas outbound call centres make the calls to customers.

July 31, 2024 7 mins read

Inbound and Outbound Meaning

Unified Communications (UC) refers to the integration of various communication tools (such as voice calls, video conferencing, instant messaging, and email) into a single platform.

July 30, 2024 5 mins read

What is Unified Communications (UC)?

The last five years have been the most disruptive the industry has ever faced. Remote working, the war on talent, digitisation, and AI are all transforming the contact centre. Despite all the advancements, they still battle with...

July 30, 2024 5 mins read

The birth of the customer intelligence centre

July 10, 2024 7 mins read

NPS vs CSAT: Which Metric is Best?

UCaaS, also known as unified communications as a service, is used to deliver a unified communication model that supports six communications functions. These include enterprise telephony, meetings, unified messaging, presence and...

July 9, 2024 5 mins read

What is UCaaS?

July 8, 2024 4 mins read

CSAT, or Customer Satisfaction Score, is a performance indicator used to measure how satisfied customers are with a product, service, or interaction. Typically collected through short surveys immediately after a transaction or...

What is CSAT?

Customer service is the help and support you offer your customers when they buy and use your products or services. Good customer service is the backbone of a great business.

July 3, 2024 7 mins read

Tips, Expert Insight

What is Customer Service?

July 3, 2024 5 mins read

In November 2023, MaxContact Australia collaborated with Virtual Contact Centre to conduct a Proof-of-Concept trial aimed at promoting initiatives for unemployed individuals aged over 50 in regional Australia. This case study...

Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

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...

March 26, 2024 3 mins read

What is IVR Containment Rate?

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...

January 8, 2024 5 mins read

What is Intelligent Call Routing?

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...

January 8, 2024 5 mins read

What’s the difference between IVR & IVA?

January 8, 2024 5 mins read

The holiday season is synonymous with cheer and celebration, but for businesses, it's also the time of the year when customer service centers are inundated with inquiries. As festive sales soar, so does the volume of calls and...

Enhancing Holiday Customer Service with Voice AI

Communication is evolving rapidly, transforming the way we connect with one another and conduct business. Since the emergence of VoIP in 1995, more and more businesses have turned to the system - primarily to save costs.

November 17, 2023 4 mins read

What is a VoIP Phone System: A 2024 Guide

The landscape of cold calling has undergone a seismic shift in 2023, rendering traditional strategies less effective in the face of evolving consumer behaviour and technological advancements. Traditional methods are becoming less...

November 15, 2023 7 mins read

7 Cold Calling Techniques for Success

November 15, 2023 8 mins read

Meet MaxContact: Elliot Debinski

James Witcombe, Director at Smaart Rectuitment, joins us as this months industry expert. With a distinguished career in recruitment, and a focus on contact centres, there is no one better placed than James to dive into the...

November 13, 2023 2 mins read

Expert Insight - James Witcombe - SMAART Recruitment

October 23, 2023 4 mins read

The way consumers interact with businesses online has changed considerably over the last decade, and companies must adapt to stay competitive. Modern consumers use multiple channels throughout their customer journey, expecting a...

The Ultimate Guide to Omnichannel Call Centres

October 17, 2023 7 mins read

Elevating Customer Service through Effective Call Centre Monitoring

What is Call Centre Monitoring and Why is it Important?

In this comprehensive guide, we delve into the intricate world of call centre automation, dissecting its core principles, highlighting its paramount importance, exploring various types of automation solutions, and ultimately...

October 17, 2023 5 mins read

Our Guide to Call Centre Automations

September 13, 2023 5 mins read

The integration of AI into call centre operations isn't just a matter of innovation; it's a statistical reality. Consider this: according to recent industry reports, over 60% of organisations have already implemented AI or plan...

How AI is being used in Call Centres & How to Benefit From it

September 13, 2023 5 mins read

In the realm of modern business, customer service stands as the bedrock of success. With consumers seeking convenience and efficiency like never before, the need for streamlined contact service solutions has reached a critical...

How Omnichannel Solutions Can Improve Customer Experience

In customer interactions, an effective call centre script can make all the difference between successful customer engagement and a missed opportunity. Crafting a script that resonates with your audience while delivering key...

August 28, 2023 6 mins read

Tips & Best Practices For Call Centre Scripts

August 28, 2023 6 mins read

In an increasingly digitised world, where customer expectations are at an all-time high, businesses are turning to Interactive Voice Response (IVR) automation as an essential tool to revolutionise their customer service...

Why IVR Automation Is Essential

Nell Sanderson, Creative Director at McGirvanmedia, joins us as this month's Expert Insight guest. Nell, along with the team at Mcgirvanmedia are experts in the audio solutions industry and have worked with some of the largest...

August 28, 2023 5 mins read

Expert Insight - Nell Sanderson - McGirvanmedia

Alex has enjoyed building Dataphoria into a trusted data-driven solutions provider for many successful Australian marketers since 2009.

August 23, 2023 5 mins read

Expert Insight - Alex Harding - Dataphoria

July 24, 2023 6 mins read

As part of our Meet MaxContact series, we're turning the focus on ourselves and our clients to give you a little insight into the people that make up MaxContact.

Meet MaxContact: Craig Smith

July 7, 2023 1 min read

Artificial Intelligence (AI) has become a popular topic in the business world, revolutionising various industries, and the call centre sector is no exception. In this article, you will learn about how AI will transform call...

Ways AI is Changing Call Centres

June 15, 2023 9 mins read

As a contact centre manager, you are constantly balancing the pressure to deliver amazing customer experiences with the need to run a smooth operation. It can’t be easy, but that’s where the right technology can make a real...

What is Speech Analytics?

June 15, 2023 5 mins read

Optimising performance and customer satisfaction are important for all call centres. However, understanding the different technologies and solutions available can take time and effort, which can be off-putting.

Speech Analytics vs Voice Analytics: Which is Better?

June 15, 2023 6 mins read

What is Speech Analytics? Speech analytics is a rapidly evolving technology that uses natural language processing and machine learning to analyse audio recordings of customer interactions with call centre representatives. By...

The 5 Best Ways to Use Speech Analytics Software

June 6, 2023 7 mins read

Predictive diallers are advanced tools that improve call centre productivity by automating the dialling process, allowing agents to connect with more customers in less time. These systems use algorithms to predict when an agent...

What is a Predictive Dialler?

June 6, 2023 4 mins read

Cloud Based call centre software can effectively assist groups of all sizes to improve their customer service. By moving all of your call centre operations to the cloud, you can streamline operations, increase productivity, and...

A guide to Cloud Based Call Centre Software

June 6, 2023 5 mins read

Outbound call centre scripts are used by call centre agents to initiate contact with potential customers or clients. This type of call is used across various industries, including sales, marketing, customer service, and...

5 Easy To Use Outbound Call Centre Scripts

May 1, 2023 8 mins read

Working in a call centre can be challenging, but it's a key aspect of any business looking to provide excellent customer service.

5 Easy To Use Inbound Call Centre Scripts

May 1, 2023 8 mins read

5 Best Call Centre Scripts

May 1, 2023 9 mins read

Cold calling is a sales technique that involves reaching out to potential customers who have no prior knowledge of or relationship with the business. It is a common practice in various industries, such as finance, insurance, real...

5 Steps to Writing the Best Cold Call Sales Scripts

April 6, 2023 8 mins read

Sales calls are an essential aspect of sales, marketing, and customer service across various industries. However, they can be a challenging task, especially when trying to engage prospects who may not be expecting your call. An...

Top 5 Sales Calling Scripts Examples

April 6, 2023 8 mins read

B2B cold calling can be incredibly challenging. The person you are speaking to rarely has sole authority to purchase. A successful B2B call must excite your prospect about what you have to offer and encourage them to lobby other...

Top 5 B2B Cold Calling Scripts

April 5, 2023 8 mins read

As part of our Meet MaxContact series, we're turning the focus on ourselves and our clients to give you a little insight into the people that make up MaxContact. The New year has been a busy start for us here at MaxContact. We...

Meet MaxContact: James Allen

March 9, 2023 1 min read

How Can Speech Analytics Benefit Client Relations?

March 8, 2023 5 mins read

As businesses work to keep up with the times, evolving communication methods have become more necessary than ever. It's not enough to know the current trends; organizations and professionals must be able to adapt their...

Adapting Communication Methods for Client Needs

March 6, 2023 10 mins read

An effective client communication strategy is invaluable for any business. It is the roadmap that guides how you interact with your clients, thus ensuring they remain up-to-date and informed on all matters related to your company.

A Guide To Building Client Communication Strategy

Last Quarter New Functionality Multi Factor Authentication

March 6, 2023 11 mins read

Q1 Road Map 2023

February 7, 2023 5 mins read

The customer experience field is undergoing a huge transformation, driven by advances in technology and shifts in consumer behaviour.

Top Four Examples Of Customer Experience Strategy

Fundraising calls have a success rate of 25%, compared to cold calling, which lands 2% of the time. For every four donors, you call, at least one will happily support your cause and donate money.

December 12, 2022 9 mins read

Scripts, Industries

Best Fundraising Call Centre Script Examples

November 29, 2022 8 mins read

Starting a call centre for your business can be challenging as it requires careful planning and implementing several strategies. Yet, to deliver quality customer experiences and aid the growth of your business, starting a call...

How to Start a Call Centre for Your Business

Debt collection calls can be awkward if your call agents handle them in such a way that your client feels cornered! Fortunately, such calls can be dealt with strategically with advanced scripting tools. Using a customised debt...

November 29, 2022 8 mins read

Scripts, Industries

Debt Collection Call Script Examples

November 24, 2022 5 mins read

Top 10 KPIs and Metrics for Call Centres

November 16, 2022 8 mins read

Predictive diallers are among the most effective auto-dialler tools in a call centre's arsenal. They allow agents to make more calls in less time, leading to more sales and better customer service.

How Do Predictive Diallers Work?

November 16, 2022 6 mins read

Behind the scenes at many companies across many industries, call centres are the engines that drive excellent customer service outcomes. Providing a personalised, one-on-one experience for clients is very important, but staffing...

Call Centre KPI Benchmarks: The Industry Standards

November 3, 2022 5 mins read

Automatic diallers automate the outbound calling processes of your call centre to save money and time. An auto dialler is a piece of software that will automatically dial contacts in a list when dialler agents make outbound...

Auto Diallers: Everything You Need to Know

As part of our Meet MaxContact series, we're turning the focus on ourselves and our clients to give you a little insight into the people that make up MaxContact. This month we want to introduce you to Jesse Swift, from our Tech...

October 11, 2022 6 mins read

Meet MaxContact: Jesse Swift

October 10, 2022 1 min read

Meet MaxContact: Jesse O'Sullivan

How investing in Quality Assurance Software benefits your operational efficiency, employee satisfaction and customer success.

July 13, 2022 1 min read

Quality assurance isn’t just for the agents

June 17, 2022 9 mins read

What is Inbound Call Centre Software, and what are the benefits to your business? Inbound call centres are a business’s most crucial department regarding customer service and brand reputation. However, with companies evolving all...

The importance of getting it right: Inbound Call Centre Software

May 9, 2022 10 mins read

How a modernised Interactive Voice Response design (IVR) can help reduce labour cost and enhance your overall customer service strategy and performance.

IVR does not have to be stuck in the old ages

What is dynamic Agent Scripting Software, and how does it improve your customer's journey?

April 26, 2022 4 mins read

Software, Resources

An Intriguing Approach to maximise your dialler output

How choosing the right strategy will increase your debt recovery collections.

April 21, 2022 8 mins read

Software, Industries

The Miracle of Debt Collection Software for Contact Centres

April 20, 2022 5 mins read

Cloud contact centre software is significantly more versatile and less expensive than its on-premise counterpart and therefore businesses should be migrating today.

Investment: Hosted Contact Centre Service Benefits

April 14, 2022 4 mins read

Why have outbound diallers become so crucial to modern call centres and why would it be beneficial for your business to use a predictive dialler as soon as possible?

10 Advantages of Outbound Predictive Diallers in Your Call Centre

March 25, 2022 7 mins read

What is Workforce Management Software, and what are the benefits to your business?

Operational Efficiency: Workforce Management Software

March 21, 2022 5 mins read

Meet MaxContact: John Burnett

February 16, 2022 2 mins read

The call centre industry is continuously changing due to technological advancements. Due to this, many businesses consider call services as a better option for managing their daily calls and customer contacts.

Efficient Outbound Call Centre Solutions for Results

December 20, 2021 5 mins read

For most firms, running a call centre that provides a high-quality customer experience is a challenging goal to achieve. The increasing expectations and understanding of quality customer support and service among consumers has...

4 Benefits of Using an Inbound Call Management Software

December 14, 2021 6 mins read

To deliver excellent customer satisfaction, companies should provide seamless interactions with minimal obstacles or interruptions. However, disconnected systems can make it challenging to streamline the customer journey....

5 Cloud Call Centre Software Features for 2025

November 24, 2021 3 mins read

A call management software is one of the most important tools in a call centre. Having the best of the best call management software guarantees your business smooth and flawless communication channels both within and outside the...

The Benefits of a Call Management Software in a Contact Centre

November 15, 2021 6 mins read

Today, organisations are facing an acceleration of digitisation in their customer interactions by three to four years. Organisations will have to take on more digital business models in order to adapt and survive. This raises an...

Automate Your Call Centre: Top Tips for a Personal Touch

October 26, 2021 5 mins read

Meet MaxContact: Daniel Harding

October 18, 2021 2 mins read

To fuel organisational growth and decisions, data-driven businesses make use of interactions with customers and research to gain key insight into consumption patterns and consumer sentiments. In the era of shifting consumer...

Real-Time Contact Centre Data for Enhanced Customer Experience

Is your call centre business taking advantage of the advanced technological solutions available? Various tools, such as scripting, self-service IVR solutions, and business insights help improve productivity and streamline...

October 18, 2021 6 mins read

Software, Resources

Role of Workforce Management in Call Centres

September 30, 2021 5 mins read

As part of our Meet MaxContact series, we're turning the focus on ourselves and our clients to give you a little insight into the people that make up MaxContact. To kick us off this month we want to introduce you to Kylie...

Meet MaxContact: Kylie Johanson

When it comes to customer service, call centres act as the point of contact for a representative to connect with a customer one-on-one, providing them effective solutions for any issues or enquiries. With your contact centre...

September 22, 2021 2 mins read

Scripts, Tips

5 Top Tips For How to Write an Effective Call Centre Script

So you’ve reached out to your lead via call and they’ve not answered. What do you do next? Leave a voicemail message? Hope they call back? Call them again the next day?

September 20, 2021 6 mins read

Software, Tips, Resources

How You Can Use SMS to Increase Answering Rates For Your Call Centre

September 20, 2021 2 mins read

When you call a company, the person you’re looking for doesn’t always pick up the phone right away.

5 Ways Automated IVR Benefits Your Contact Centre

September 2, 2021 7 mins read

Running a call centre can sometimes feel like an impossible juggling act. No matter how skilled your professional agents are, the process of manual dialling is often fraught with disruptions like interruptive answering machines,...

Boost Business with Outbound Automated Diallers

August 31, 2021 6 mins read

Making sure your digital channels are an asset, not a liability.

Unified Communication: Voice, SMS, Webchat, Email

August 20, 2021 2 mins read

Are you busy pulling out all the stops to keep the customer satisfied? Welcome to business, 2021 style.

SMEs vs. Giants: Cloud Contact Centre Strategies

August 19, 2021 2 mins read

Inbound contact centres can be inefficient places. Not because agents drag the chain but because there’s not a lot for them to do if the calls don’t come in thick and fast.

Optimising contact centre productivity with a blended environment

Are you sitting atop a valuable, untapped commodity? Data is frequently referred to as ‘the new oil’ because of the extraordinary value it can generate. Not in its raw form, but refined and analysed to produce business insights.

July 30, 2021 2 mins read

Software, Tips, Resources

How analysing your contact centre data can strengthen your business

July 30, 2021 2 mins read

Does your organisation still rely heavily on telemarketing to keep business ticking over? Although digital marketing and advertising are becoming more popular, having a team of agents connecting with customers on the good old...

Using outbound dialling to boost your business: three tips

July 30, 2021 2 mins read

Worried your business could be hacked, or crippled by malware? Or that it might become the latest victim of an embarrassing and expensive data breach that compromises the privacy of your suppliers and customers?

Why it pays to ensure your contact centre is secure

Allowing agents to work from home has plenty of advantages, so long as you take steps to reduce the risk of data compromise, writes MaxContact’s Daniel Harding

July 30, 2021 2 mins read

Software, Tips, Resources

Secure Work-From-Home Contact Centre Strategies

July 30, 2021 4 mins read

Webchat, SMS and email can enable you to deliver better customer service but only if you invest time and resources to implement them smartly, writes MaxContact’s Daniel Harding

Digital Channels: Enhancing Contact Centre Business Impact

The federal Budget has been handed down and, unsurprisingly, job creation is front and centre of the government’s agenda for 2021-22. Treasurer Josh Frydenberg has announced plans to invest $1.5 billion in a scheme to encourage...

July 22, 2021 4 mins read

Software, Resources

How encouraging contact centres back onshore could create jobs

May 17, 2021 2 mins read

Has your business struggled to find and keep good contact centre staff? It’s a common problem. Here in Australia, the average agent moves on after less than two years.

Older agents, better service?

April 22, 2021 2 mins read

Made it through last year and feeling reasonably optimistic about the future? While Australia’s recovery is still a work in progress, things seem to be moving in the right direction.

Optimise and grow as the economy bounces back

March 30, 2021 2 mins read

Using temporary and casual workers is a good way to contain costs and manage fluctuating activity levels in your contact centre. But if those agents are not well managed and supported, they can weaken your team and compromise the...

5 tips to making flexible employment work for your contact centre

March 8, 2021 2 mins read

Preparing to overhaul your contact centre this year? A resilient, well run operation is a powerful asset that can help keep your enterprise ticking over, regardless of what’s unfolding in the wider world.

Five common contact centre planning mistakes

The COVID crisis put contact centres to the test in 2020 and highlighted why it matters to ensure yours is robust and ready for anything.

February 28, 2021 2 mins read

Optimising the contact centre: lessons from COVID one year on

February 1, 2021 0 mins read

Wondering how to plan your contact centre operations in the face of an unprecedented number of unknowns? You and half the country. Decision makers around Australia are exploring ways to increase the flexibility of their...

Making your contact centre more flexible makes sense

January 12, 2021 2 mins read

Wondering whether it might be worthwhile keeping your contact centre open for longer? There can be significant benefits to doing so. If you regularly receive a large number of after-hours calls or you see an opportunity to sign...

Making the most of your long hours contact centre

January 7, 2021 2 mins read

Readying your contact centre for the new year

2021 Predictions for Contact Centres

November 23, 2020 2 mins read

Have your contact centre agents been working from home, some or all of the time, since the pandemic began shutting down industries and workplaces?

Locking it down: why security matters when agents are scattered

November 3, 2020 2 mins read

This year has been a disruptive and challenging one for thousands of Australian businesses and business owners. COVID-19 has created an overnight recession, the likes of which we haven’t seen for decades, and when times will...

Why the Federal Government has given Aussie contact centres a fillip

October 29, 2020 2 mins read

An omni-channel contact centre – industry jargon for a platform which connects with customers via telephone, email, web chat and SMS – can be a powerful asset for small and medium businesses.

Sidestepping the most common omnichannel pain points

September 28, 2020 2 mins read

High employee turnover rates are common in contact centres and understandably so. Outbound sales isn’t for everyone and nor is working nights and weekends, as many do in long hours centres. Cranky customers can also take a toll...

Recruiting agents who’ll stick around: 5 tips

September 23, 2020 2 mins read

Preparing to upgrade your contact centre and trying to decide whether to use a cheap or free open source solution, or invest rather more on a platform from an established vendor?

Why a cut price contact centre could cost your SME dear

August 31, 2020 2 mins read

Boosting efficiency and customer experience with a cloud contact centre: 6 steps

Boost Efficiency: 6 Steps with a Cloud Contact Centre

August 14, 2020 2 mins read

Australian companies are alive to the fact that their contact centres can help deliver better customer experiences.

Key to Customer Experience: Strategies for Tough Times