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.
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How analysing your contact centre data can strengthen your business
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.
Using outbound dialling to boost your business: three tips
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...
How encouraging contact centres back onshore could create jobs
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...
5 tips to making flexible employment work for your contact centre
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...