MaxContact

🚀 Join us for an evening of insight, networking & inspiration at our first 'Afterwork with MaxContact' event of the year! 📅 Date: Wednesday, 26 March 2025 📍 Venue: Ducie Street Warehouse, Manchester We’ll be diving into: ✅ AI & automation in customer interactions—what customers really want ✅ Why training alone isn’t the answer - embedding behavioural change in your contact centre ✅ How to move beyond CX strategy to create a customer-first culture that lasts 🍽️ No sales pitches—just great conversations, expert insights & free food & drinks! Big thanks to our event sponsors Engage Hub and our guest speakers Nathan Dring and Katie Stabler CCXP, who are helping us bring this must-attend gathering to life! 🎉 📩 Secure your spot now: https://lnkd.in/gwgUQJDi #ContactCentre #AI #Automation #CX #CustomerExperience #Networking

Measuring call centre efficiency can be complex. This guide covers essential metrics across four key areas: Customer Experience, Agent Productivity, Call Initiation, and Call Centre Operations. https://lnkd.in/gaz2QH3n Learn about metrics like CSAT, NPS, FCR, AHT, ASA, and more, including why they're important and how to calculate them. This resource will help you: Enhance Customer Satisfaction (CSAT, NPS, CES) Optimize Agent Productivity (AHT, QA Score, Utilization) Streamline Call Initiation (ASA, Transfer Rate, Abandonment Rate) Improve Call Centre Operations (SLA Compliance, Cost Per Call) Download the complete guide: [Link to Blog Post] #CallCentre #Metrics #KPI #CX #AgentPerformance #Operations #Data

Is your contact strategy winning hearts—or getting ghosted? 💘 Just like in relationships, understanding your customers is the key to building strong, lasting connections. If you’re reaching out at the wrong time, on the wrong channel, or without knowing their preferences, you might be missing the mark. In this month’s webinar, we’ll explore: ✅The latest consumer behaviour trends shaping customer interactions ✅How to use AI and data-driven insights to personalise communications ✅The power of skill-based routing, sentiment analysis, and trend insights ✅How MaxContact & Spokn AI help you reach customers at the right time, in the right way 📅 Date: Thursday 27th February ⏰ Time: 11:30am 📍Duration: 45 mins Register now to watch live or get the replay straight to your inbox.

🎙️ Our VP of Engineering, Matthew Yates, recently joined the Tech Transformed podcast to explore the transformative role of AI in contact centres, discussing technologies like natural language processing and sentiment analysis. Matt explores how these technologies are enhancing customer experiences while maintaining the irreplaceable value of human agents. Catch the full episode to learn more about building trust through AI transparency and creating seamless customer interactions. Listen now: https://lnkd.in/gBgBjNx9 #CustomerService #AI #ContactCentre EM360Tech

📢 Customers expect a seamless experience, no matter how they reach you. Are your agents set up to handle conversations across voice, email, SMS, WhatsApp, and Facebook Messenger—all in one place? With MaxContact, your agents can switch between channels effortlessly, keeping context and history intact. No more fragmented conversations or frustrated customers—just connected interactions that drive better outcomes. ✅ One interface, multiple channels ✅ Full customer conversation history ✅ Faster resolutions, happier customers Ready to give your team the tools they need to perform? Let’s talk. 💬 #ContactCentre #Omnichannel #CustomerExperience

Proud to showcase our partnership with Dudley Council, where we transformed their rental income collection process for 21,000+ properties. By truly listening to their needs and delivering a tailored dialler solution, we helped their Lead Income team gain independence and improve efficiency. The results? Better performance monitoring, streamlined operations, and enhanced service delivery to their community. "Working with MaxContact from the outset has been really positive. They understood what we wanted from a product." - Kelly Read, Assistant Team Manager at Dudley Council. #LocalGovernment #CustomerSuccess #Partnership"

Manual call reviews are time-consuming and inconsistent, hindering effective sales team coaching. Spokn AI's Success Intelligence automates the process, providing actionable insights for targeted coaching. Learn more: ➡️ https://lnkd.in/gKZZMTf5

Where do you stand on casual language between customers and advisors? Does it depend on the situation? Does the customer need to initiate it, or can advisors be their unfiltered selves? Let us know your thoughts in the comments:

🚗 From manual dialing to automated excellence! See how Kandoo Car Credit transformed their customer experience and supercharged their growth with MaxContact. Their team now handles 2,000+ calls daily, has grown by 146%, and provides seamless car financing services across the UK. Read how they did it 👉 https://lnkd.in/geq8TWqE #CustomerService #Automotive #BusinessGrowth

🎯 The leap from agent to team leader is one of the most challenging transitions in contact centre careers. Yet many organisations wait until promotion day to start preparing their future leaders. https://lnkd.in/gCy6sBHP Have a read of an excellent piece featuring insights from industry veterans like Clayton Drotsky and Martin Teasdale on how to set up your high-potential agents for leadership success. Key Takeaways: 🗝️The importance of early preparation, well before promotion opportunities arise 🗝️Why shadowing and observation of different leadership styles is crucial 🗝️How to help agents build the right support networks 🗝️Practical tips for handling the delicate transition from peer to leader #ContactCentre #Leadership #CareerDevelopment #CustomerService #ProfessionalDevelopment