Wednesday 11th November 2026 | 14:00 (BST) | 60 Minutes
This webinar is hosted in conjunction with:
Call Centre Helper’s latest research points to a contact centre entering 2027 with a very different mix of customer demand. Routine contacts are increasingly being handled through automation and self-service, leaving agents with more complex, emotional and higher-risk conversations. At the same time, AHT, cost and productivity remain firmly on the agenda, while leaders are under growing pressure to show that investment in AI, QA and conversation intelligence is delivering something tangible.
In this session, Xander Freeman (Call Centre Helper), Ben Booth (MaxContact) and Ben Scales (Elephants Don’t Forget) will unpack what the findings mean for the year ahead. We’ll look at what happens when new technology meets the reality of the contact centre floor, what people need when the work gets harder, and what organisations are doing with all the information now available to them.
A practical look at what contact centres are doing now, where some of the pressure points are appearing, and what deserves attention before 2027 gets properly underway.