Call and Contact Centre Events

Preparing for 2027: What the Latest Research Tells Us – Webinar

Date: 11th November 2026 | 14:00 GMT

Location: Virtual

Call Centre Helper’s latest research paints an interesting picture of an industry heading into 2027. AI adoption continues to accelerate, with chatbot usage passing 50% for the first time. But as technology becomes more established, attention is shifting from what AI can do to how organisations are actually making it work.

Meanwhile, routine contacts are increasingly being handled through automation and self-service, leaving frontline teams with more complex and demanding customer interactions. AHT, cost and productivity remain firmly on the agenda, while leaders face growing pressure to demonstrate meaningful returns from their technology investments.

In this session, Xander Freeman (Call Centre Helper), Ben Booth (MaxContact) and Ben Scales (Elephants Don’t Forget) will unpack the latest findings and what they mean for contact centre leaders planning for 2027.

We’ll explore where AI and automation are delivering value, the challenges around implementation and employee buy-in, and how organisations can balance efficiency with the knowledge, skills and judgement their people need to deliver good customer outcomes.

A practical look at what’s changing, where the challenges remain and what contact centres should be prioritising for the year ahead.