Contact Centre Industry Updates

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 demands, needs and preferences,...

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?

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 ‘dog and bone’ continues to...

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

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 businesses to hire...

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.