News | MaxContact Australia

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?