Date: 20 May 2026, 12:00 PM BST
Location: Virtual
Your agents are navigating 4+ screens on every call. Here’s what the research says – and how to improve your processes.
Average service call duration has hit its highest point in 20 years. Agents are juggling multiple screens, post-call admin is eating into queue capacity, and one or two QA call reviews per week isn’t enough to spot what’s going wrong. These aren’t predictions – they’re the findings from a survey of over 400 UK contact centres, published by Contact Babel in April 2026.
This 45-minute session is built entirely around that research. MaxContact will show you what the data says about the four biggest operational problems in contact centres right now, and demonstrate where AI is being used to address each of them.
In this webinar you’ll see:
- The latest insights from ContactBabel Inner Circle Guide to AI-Enabled Agent Assistance (UK edition, April 2026)
- How AI-generated wrap notes cut post-call admin time by up to 50% – and what that means for your queue times
- What a contextual handover from an AI Agent to a human agent looks like
- How Conversation Analytics gives you insight across 100% of calls – objection patterns, handling effectiveness, coaching gaps
- What’s coming next: Automated QA at Scale, and Real-Time Agent QA
We’ll be drawing directly from the ContactBabel Inner Circle Guide to AI-Enabled Agent Assistance (UK edition, April 2026) throughout – so you’ll leave with data you can use in internal conversations.
Suitable for contact centre operations leaders, heads of QA, IT decision-makers, and anyone responsible for agent performance in financial services, debt collection, insurance, or utilities.
The session is 45 minutes including Q&A. It will be recorded – if you can’t make the live session, register anyway and we’ll send you the recording within 24 hours.
Author: MaxContact
Reviewed by: Robyn Coppell
Published On: 7th May 2026
Read more about - Call and Contact Centre Events, MaxContact
