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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 O'Sullivan, our...

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

What is Inbound Call Centre Software, and what are the benefits to your business?

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

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

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

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

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?

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

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 John Burnett, our Customer...

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.

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...

The evolution of call centre software has been a steady one. While it still serves the same purpose as that of simple contact management systems, it has become more integrated and efficient with time. Taking into account the...

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 Layton Marr, from the...

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...

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...

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 Daniel Harding, our Director...

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...

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...

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 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...

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?

When you call a company, the person you’re looking for doesn’t always pick up the phone right away. That’s because a customer doesn’t always have access to each and every department or employee’s phone number. Most customers call...

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,...

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

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

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. 

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.

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...

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?

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

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

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...

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.

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.

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...

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.

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.

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...

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...

Readying your contact centre for the new year

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

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...

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.

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...

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?

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

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