Kaizn

21/04/2026

What a day! 💙

On Saturday, our team members Dan and John went to the Channel 9 studios to support the behind-the-scenes operations of the 9Telethon, Queensland's major fundraising event for Mater Little Miracles.

Not only did they get a TV appearance (see last pic) they also ensured the phone systems worked smoothly to handle the flood of donations throughout the day.

By the end, an incredible $12,394,630 was raised, surpassing the $10 million goal!

A huge credit to the Mater Foundation team, clinical staff, partners, and all donors. This is our 3rd year supporting Mater, and we always feel incredibly grateful to play a small part in something so important.

16/04/2026

it’s John’s socks 😂

13/04/2026

Big news. Sen John has joined the Kaizn team. 🎉

Sen comes with years of experience leading IT operations inside the contact centre space. He knows how these environments run, what good implementation actually looks like, and the pressure that comes with running one.

That depth makes us better, from helping customers pick the right technology to making sure it's still delivering six months down the track.

You'll likely cross paths with Sen soon. He'll be working across our customers, prospects and technology partners from day one.

Welcome to the team, Sen. Really glad you're here. 👏

Read more here -

Kaizn has appointed Sen John as Customer Operations and Success Manager. Sen joins from IPscape with deep contact centre and CX operations experience, strengthening Kaizn's post-implementation support across ANZ.

04/03/2026

This is who you're asking to run an independent CX and AI advisory across Australia & New Zealand, btw.

26/02/2026

New look. Same humans.

And proof that we do occasionally make it out of the Teams chat.

We’ve been supporting contact centre teams across ANZ since 2017.

The brand has evolved, and our focus is clearer than ever, but the team behind it hasn’t changed.

Our mission is simple:

• Help leaders get contact centre technology right
• Simplify complex technology decisions
• Deliver real performance outcomes

If you’ve partnered with us before, thank you. We genuinely appreciate it.

20/02/2026

You may have noticed things have been a little quiet on here lately. We haven't forgotten the password - we've been heads down building something we're so excited to share.

We're officially introducing Kaizn (pronounced ky-zun) - formerly MaxContact Australia.

Over the past seven years, we've had the privilege of supporting more than 60 contact centres across Australia and New Zealand. That experience has shaped everything about how we work - and it's shown us where we can do even more.

As Kaizn, we're expanding into advisory services and new platform partnerships, so contact centre leaders have greater clarity, more choice, and a trusted partner across their whole tech stack.

We're still an official Australian implementation and services partner for MaxContact — that hasn't changed. This is simply us growing to offer more to the people we work with.

The name Kaizn is inspired by the Japanese philosophy of kaizen, meaning continuous improvement. It's how we've always approached our work as a business and with our customers. Now it's our name.

Same team. Same commitment. Just more to offer.

Welcome to Kaizn.

wearekaizn.com

14/07/2025

MaxContact has acquired Curious Thing AI! 🎉

We're thrilled to share this announcement - it's a significant milestone that strengthens our Voice AI capabilities and opens up new possibilities for how you connect with your customers.

With AI on your team, you can:
✅ Deploy scalable voice agents that handle thousands of calls at once
✅ Automate call journeys for payments, triage, and hardship detection
✅ Keep your team consistent and efficient even during peak periods
✅ Keep your business running 24/7
✅ Free your agents from routine tasks while delivering standout customer experiences

As Curious Thing joins the MaxContact ecosystem, you’ll unlock a more connected, intelligent platform - this is just the start!

Read the announcement below 👇

https://www.maxcontactaustralia.com.au/news/maxcontact-strengthens-conversational-voice-ai-offering-with-acquisition-of-curious-thing-ai

MaxContact strengthens Conversational Voice AI offering with Curious Thing AI acquisition, enhancing customer experience and efficiency in contact centres.

03/07/2025

Shrinkage is sneaky.

Your agents are scheduled. The phones are ringing. But not every agent is actually available to take the calls.

Shrinkage = time agents are on the clock but unavailable.

If you’re not tracking it, you’re probably understaffed without realising it.

👉 Want to learn how to calculate shrinkage for your contact centre? (with a simple formula). Then check out our latest blog: https://www.maxcontactaustralia.com.au/news/what-is-call-centre-shrinkage-and-how-to-calculate-it

Understand what call centre shrinkage is, how to calculate it, and why it matters. Learn tips to reduce shrinkage and improve call centre performance.

29/05/2025

What is Call Centre Automation and Why Does It Matter? 📞

Call centre automation uses technology to streamline tasks like call routing, data entry, and appointment scheduling — freeing up your agents to focus on complex queries and high-value conversations.

Benefits include:

✅ Faster response times
✅ Lower operational costs
✅ Improved customer experiences
✅ Easy scalability
✅ Better data-driven decisions

Read our guide to learn more 👇

https://www.maxcontactaustralia.com.au/news/call-centre-automations

27/05/2025

What is Call Centre Monitoring and Why Does It Matter? 🎧

Customer service is only as good as the conversations behind it. That’s why call centre monitoring is more than a checkbox. It’s a strategy for long-term success 🏆

✔️ Boost call quality
✔️ Identify training opportunities
✔️ Improve customer satisfaction
✔️ Make data-driven decisions
✔️ Strengthen your brand reputation

Every customer call is a chance to make a great impression. With the right monitoring in place, your team gets the support they need, your service runs smoother, and customers feel heard and valued.

Want to know how smarter monitoring and tools like AI are changing the way we support customers? 🔎

https://www.maxcontactaustralia.com.au/news/what-is-call-centre-monitoring