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Real-Time Contact Centre Data for Enhanced Customer Experience

Software, Tips

Real-Time Contact Centre Data for Enhanced Customer Experience

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...
Daniel Harding Daniel Harding

Daniel Harding

6 mins read
Role of Workforce Management in Call Centres

Software, Resources

Role of Workforce Management in Call Centres

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...
Daniel Harding Daniel Harding

Daniel Harding

5 mins read
Meet MaxContact: Kylie Johanson

The Team

Meet MaxContact: Kylie Johanson

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...
Daniel Harding Daniel Harding

Daniel Harding

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

Scripts, Tips

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

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...
Daniel Harding Daniel Harding

Daniel Harding

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

Software, Tips, Resources

How You Can Use SMS to Increase Answering Rates For Your Call 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?
Daniel Harding Daniel Harding

Daniel Harding

2 mins read
5 Ways Automated IVR Benefits Your Contact Centre

Software, Tips

5 Ways Automated IVR Benefits Your Contact Centre

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

Daniel Harding

7 mins read
Boost Business with Outbound Automated Diallers

Tips

Boost Business with Outbound Automated Diallers

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,...
Daniel Harding Daniel Harding

Daniel Harding

6 mins read
Unified Communication: Voice, SMS, Webchat, Email

Software

Unified Communication: Voice, SMS, Webchat, Email

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

Daniel Harding

2 mins read
SMEs vs. Giants: Cloud Contact Centre Strategies

Resources

SMEs vs. Giants: Cloud Contact Centre Strategies

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

Daniel Harding

2 mins read