Four Contact Centre Challenges AI Is Solving Right Now | MaxContact Webinar

UK call handling times are at a 20-year high, repeat contacts are eating into margins, and most QA decisions are still based on fewer than two calls per agent per week. In this webinar, MaxContact's Marketing Director Kayleigh Tait and Principal Product Manager Connor Bowler walk through four real challenges costing contact centres time and money — and show live demos of how AI is solving them today. If you run or work in a contact centre, this one's for you.

In this webinar, you'll discover:

- Why average UK call length has hit 422 seconds — the highest in 20 years — and what's actually driving it
- How AI-generated Agent Wrap-Up Summaries eliminate post-call admin and return over £175,000 a year to a 50-agent operation
- Why 42% of UK consumers have already switched provider due to poor contact centre experiences, and how context continuity fixes repeat contacts
- Why reviewing 1–2 calls per agent per week is neither fair nor valid — and how AI scoring at 100% coverage changes the picture
- How to build the right building blocks for personalisation at conversation level, including sentiment detection and next-best-action guidance
- A live demo of five MaxContact features including Prompt Studio, AI scorecards, real-time transcription, and scheduled auto-QA at scale

Chapters:

0:00 Introduction and recording starts
0:24 AI and agents — complementary, not competing
2:14 Meet the hosts — Kayleigh Tait & Connor Bowler
4:10 Challenge 1: Call length and post-call admin
6:28 Challenge 2: Repeat contacts and the cost of poor handovers
10:07 Challenge 3: QA based on 1–2 calls per week — why it falls short
12:31 Challenge 4: Personalisation and the building blocks you need
14:35 Connor introduces the demos
15:44 Demo 1: Agent Wrap-Up Summary and Prompt Studio
19:28 Demo 2: Live transcription and stereo call recording in Contact Hub
22:56 Demo 3: AI call scoring and scorecards (now generally available)
28:40 Demo 4: Scheduled auto-QA at scale (coming soon)
30:57 Summary and what's coming next
31:56 Q&A — does wrap-up generate automatically?
32:41 Q&A — how accurate is the AI?
33:31 Q&A — when is wrap-up summary and auto-QA available?

📄 Download the MaxContact's Voice of Consumer Report → https://www.maxcontact.com/downloads/voice-of-the-uk-consumer-2026
📄 Download the Contact Babel UK Contact Centre Decision-Makers' Guide → https://www.contactbabel.com/
📅 Book a demo with the MaxContact team → https://www.maxcontact.com/book-a-demo

About MaxContact

MaxContact is an AI-powered customer engagement platform that helps businesses turn every customer conversation into a revenue-driving outcome. Our platform spans contact centre software, conversation analytics, and AI agents and chatbots — working together as one connected solution.

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