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What Is Omni Channel Call Centre Experience? & Why is it Important?

Software

What Is Omni Channel Call Centre Experience? & Why is it Important?

Welcome to MaxContact's comprehensive Omni Channel Call Centre Experience guide for Call Centre Managers seeking to enhance their customer service operations.
John Burnett

John Burnett

6 mins read
Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

Latest News, Software

Case Study: MaxContact Supports Virtual Contact Centre's Proof of Concept Trial for Employing Over 50s in Regional Australia

In November 2023, MaxContact Australia collaborated with Virtual Contact Centre to conduct a Proof-of-Concept trial aimed at promoting initiatives for unemployed individuals aged over 50 in regional Australia. This case study...
Daniel Harding

Daniel Harding

3 mins read
What is IVR Containment Rate?

Latest News, Software, Resources

What is IVR Containment Rate?

Whilst shining a light on call centre operations, the IVR Containment Rate stands as a pivotal metric, embodying the efficiency and autonomy of Interactive Voice Response (IVR) systems. This blog aims to understand the essence of...
John Burnett

John Burnett

5 mins read
What is Intelligent Call Routing?

Latest News, Software, Resources

What is Intelligent Call Routing?

The optimisation of call distribution plays a vital role in ensuring customer satisfaction and operational success in today’s dynamic call centres. Traditional call routing systems, reliant on DTMF menu options, often place the...
John Burnett

John Burnett

5 mins read
What’s the difference between IVR & IVA?

Latest News, Software, Resources

What’s the difference between IVR & IVA?

At the forefront of customer interactions, IVR and IVA represent two distinct technologies shaping the contact center landscape. IVR, or Interactive Voice Response, is a telephony technology that enables customers to interact...
John Burnett

John Burnett

5 mins read
Enhancing Holiday Customer Service with Voice AI

Latest News, Software

Enhancing Holiday Customer Service with Voice AI

The holiday season is synonymous with cheer and celebration, but for businesses, it's also the time of the year when customer service centers are inundated with inquiries. As festive sales soar, so does the volume of calls and...
Daniel Harding

Daniel Harding

4 mins read
The Ultimate Guide to Omnichannel Call Centres

Latest News, Software

The Ultimate Guide to Omnichannel Call Centres

The way consumers interact with businesses online has changed considerably over the last decade, and companies must adapt to stay competitive. Modern consumers use multiple channels throughout their customer journey, expecting a...
Daniel Harding

Daniel Harding

7 mins read
What is Call Centre Monitoring and Why is it Important?

Latest News, Software

What is Call Centre Monitoring and Why is it Important?

Elevating Customer Service through Effective Call Centre Monitoring
Daniel Harding

Daniel Harding

5 mins read
How AI is being used in Call Centres & How to Benefit From it

Latest News, Software, Tips

How AI is being used in Call Centres & How to Benefit From it

The integration of AI into call centre operations isn't just a matter of innovation; it's a statistical reality. Consider this: according to recent industry reports, over 60% of organisations have already implemented AI or plan...
Daniel Harding

Daniel Harding

5 mins read