Workload squeeze: 52.6% of contact centres report rising agent workload as turnover remains high at 31.2%
New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority.
The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year.
The report, based on a survey of 300 UK contact centre decision makers, highlights a sector balancing high customer expectations with tough economic conditions, and increasingly looking to technology to relieve pressure.
“Customer facing teams are being asked to do more - and the data shows that pressure is rising year-on-year,” said Ben Booth, CEO, MaxContact. “When workload increases, it doesn’t just affect service levels. It affects quality, morale, and the capacity to improve. The most sustainable response is to reclaim time - removing avoidable work and using AI to handle routine interactions and provide team’s with support, so they can focus on the conversations that truly need a human.”
AI moves from experiment to strategy
The research suggests AI is quickly becoming central to contact centre operations and investment. 66% of respondents say their organisations are using or piloting AI, with a further 20% planning implementation in 2025/26.
Looking ahead, 60% of respondents say AI and automation tools will be a main area of increased investment in 2026, while 55% cite AI and automation implementation as a top technology priority for 2025/26.
Among those already using or piloting AI, the report finds:
48% say AI has improved customer experience
30% say AI has driven a significant transformation, with AI becoming central to service delivery
99% are confident AI will improve contact centre effectiveness over the next three years
“This isn’t AI for AI’s sake,” added Booth. “Businesses are clear on the goal: protect customer experience or drive the desired business outcomes while reclaiming capacity for teams. The winners will be those who build AI into day-to-day service - not just a bolt-on tool.”
Competitive advantage is shifting towards technology, speed and insight
When asked what delivers the most competitive advantage, respondents point to:
Advanced technology/automation (42%)
Speed and responsiveness (42%)
Better customer data and insights (38%)
At the same time, the report highlights constraints contact centres must navigate as they scale AI. 45% cite data security concerns as a leading challenge holding back AI ambitions.
Reclaiming time in the contact centre
In response to the findings, MaxContact is urging leaders to focus AI investment on one tangible outcome, reclaiming time.
That means:
Shifting high-volume, repetitive interactions to self-serve and automation to reduce operational pressure
Using insight from conversations to spot objections, knowledge gaps and coaching opportunities - so you improve performance faster, across sales and service
Supporting agents with better context and guidance so human time goes to high-value, high-impact conversations
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The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year.
The report, based on a survey of 300 UK contact centre decision makers, highlights a sector balancing high customer expectations with tough economic conditions, and increasingly looking to technology to relieve pressure.
“Customer facing teams are being asked to do more - and the data shows that pressure is rising year-on-year,” said Ben Booth, CEO, MaxContact. “When workload increases, it doesn’t just affect service levels. It affects quality, morale, and the capacity to improve. The most sustainable response is to reclaim time - removing avoidable work and using AI to handle routine interactions and provide team’s with support, so they can focus on the conversations that truly need a human.”
AI moves from experiment to strategy
The research suggests AI is quickly becoming central to contact centre operations and investment. 66% of respondents say their organisations are using or piloting AI, with a further 20% planning implementation in 2025/26.
Looking ahead, 60% of respondents say AI and automation tools will be a main area of increased investment in 2026, while 55% cite AI and automation implementation as a top technology priority for 2025/26.
Among those already using or piloting AI, the report finds:
48% say AI has improved customer experience
30% say AI has driven a significant transformation, with AI becoming central to service delivery
99% are confident AI will improve contact centre effectiveness over the next three years
“This isn’t AI for AI’s sake,” added Booth. “Businesses are clear on the goal: protect customer experience or drive the desired business outcomes while reclaiming capacity for teams. The winners will be those who build AI into day-to-day service - not just a bolt-on tool.”
Competitive advantage is shifting towards technology, speed and insight
When asked what delivers the most competitive advantage, respondents point to:
Advanced technology/automation (42%)
Speed and responsiveness (42%)
Better customer data and insights (38%)
At the same time, the report highlights constraints contact centres must navigate as they scale AI. 45% cite data security concerns as a leading challenge holding back AI ambitions.
Reclaiming time in the contact centre
In response to the findings, MaxContact is urging leaders to focus AI investment on one tangible outcome, reclaiming time.
That means:
Shifting high-volume, repetitive interactions to self-serve and automation to reduce operational pressure
Using insight from conversations to spot objections, knowledge gaps and coaching opportunities - so you improve performance faster, across sales and service
Supporting agents with better context and guidance so human time goes to high-value, high-impact conversations
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Contact centres are working harder than ever – yet outcomes aren't improving. Despite deploying more technology and increased investment, connect rates remain stubbornly lower, attrition stays high and costs per call have reached a five-year high.
The breakthrough will come from technology that connects seamlessly – where your systems work as one platform, not separate tools.
Here's what contact centre leaders need to know about 2026.
2026's Defining Shift: Making Your Systems Talk to Each Other
Last year was about proving AI works. This year is about making it work together.
Picture this: Your conversation analytics spots that agents are struggling with a specific complaint type. Right now, that insight sits in a report somewhere. In 2026? It automatically triggers updated coaching materials, alerts team leaders, and feeds into next week's training schedule.
That's the shift. Not more tools. Connected tools.
Your CRM knows what your telephony system is doing. Your analytics feed your workforce planning. Your AI capabilities trigger actual actions, not just insights.
The winners in 2026 will connect their systems, not just collect them.
Key Takeaway: The winners in 2026 will be organisations that connect their capabilities, not just collect point solutions.
AI Adoption: Data First or Fail Fast
With 66% of organisations already using or piloting AI, adoption is no longer the question. Successful implementation is. And here's the problem: 80% cite data quality as their main barrier, while 75% say their data is too siloed to use AI effectively.
Here's what happens next
Some organisations will fix their data first. Others will skip that step and wonder why their AI projects fail. The gap between these two groups will widen fast in 2026.
The organisations getting it right start with a simple question:
Before any AI project: where's the data? Is it current? Can we trust it? Is it joined up?
Then they split projects into two categories:
Quick wins need minimal data. Automated absence handling? One data source. Call summarisation? Just transcripts. These deliver fast returns and fund bigger projects.
Big projects need more serious data work. Cross-channel customer insights. Predictive analytics. These require 12-18 months of data consolidation. But once done, they unlock multiple AI use cases at once.
The Reality Check
Most organisations skip the data work. They deploy AI on fragmented information. It disappoints. They blame the AI.
Meanwhile, AI is creating more data. Speech analytics now transcribes every call. Conversation analytics tracks every interaction. The challenge isn't just fixing old data problems – it's making the flood of new data useful for the people who need it.
Key Takeaway: Start with quick wins on clean data. But commit to the harder work of data consolidation, or your AI projects will keep disappointing.
Contact Strategy: Beyond Set-and-Forget
The numbers are stark: outbound connect rates sit at 42.8%, with only 27% reaching the right person. Traditional set-and-forget strategies aren't working. AI call screening will only make this harder.
Yet voice isn't dying – it's evolving. Most valuable AI starts with voice: conversational AI, sentiment analysis, real-time insights. Even chatbots are moving toward voice interfaces.
What Works in 2026
Three factors define successful contact strategies:
Speed to lead has returned as top priority. When customers show intent, the window is minutes, not hours. Organisations reaching out within 5-10 minutes see dramatically higher conversion.
Intelligent personalisation means dynamic, context-aware outreach. Not just who to contact, but when, how, and with what message based on their specific situation and recent interactions. This requires joining up web behaviour, contact history, and purchase patterns.
Dynamic multi-channel workflows adapt in real-time. Customer doesn't answer? Trigger an SMS: "We're calling from [company]. Save this number, we'll call back at [preferred time]." They respond with availability and the system adapts. They engage via chat? The system handles it and transfers to human when needed, with full context.
Why SMS Matters
SMS isn't replacing calls. It's making calls work better.
"Save our number, we'll call when suits you" transforms cold calling into expected contact. Response rates go up. Conversations are better because people are ready for them.
But only if your SMS, voice, chat, and email systems actually work together.
Key Takeaway: Abandon set-and-forget for dynamic, multi-channel workflows that adapt to customer behaviour. Build multi-channel workflows that adapt to how each customer actually wants to engage.
The Data Problem: From Integration to Intelligence
Contact centres are saying siloed data blocks CX improvement. Teams make decisions on incomplete information. Despite AI tools generating insights, frontline managers still can't easily answer: "Which agents are struggling and why?" or "Where are our quality issues?"
Will 2026 fix this? Our prediction: fragmentation won't worsen, but solving it will be slower than hoped. The challenge has shifted from having data to making it meaningful.
The New Challenge
Conversational analytics now transcribes every call and summarises every interaction. That's incredibly valuable.
But a team leader managing 15 agents faces 500 call summaries a day. Reading them all isn't realistic.
What they actually need: which agents need support right now? What's the trending issue today? What should I focus on first?
What This Looks Like When It Works
It's 9:30am Tuesday. Your team leader opens their screen and sees:
"Agent Sarah has handled three difficult complaints this morning. Might need a check-in."
"Billing issue contacts up 40% vs yesterday. Consider adding afternoon resource."
Not a dashboard to interpret. Not a report to analyse. Just: here's what needs your attention right now.
How to Get There
The organisations making progress aren't building more sophisticated dashboards. They're rethinking how information reaches people.
Alerts instead of reports. Team leaders get notified when agents need support. Ops managers see capacity issues before they escalate. The system brings insights to people, rather than expecting people to hunt for them.
Conversational access. A team leader can ask: "Why is Sarah's handle time up today?" and get an answer with context. No report building required.
Embedded in workflows. Insights appear where people already work, not in separate reporting tools they need to remember to check.
Key Takeaway: The challenge isn't gathering data or even analysing it. It's getting the right insight to the right person at the moment they can act on it.
Agent Experience: Finally a Priority
The statistics: 52% report increased workload (up 10 points), agents switch between 6-12 windows, attrition remains at 31.2%, and cost per call hits £6.26. As routine tasks automate, agents handle only complex interactions – meaning every contact is difficult.
Why This Matters Now
The business case is finally clear. At £6.26 per call, you can't afford agents spending 30% of their time hunting for information across multiple systems.
Vendors are starting to focus on this. The quick AI wins – digital deflection, call summarisation – are done. Now they're tackling the harder problem: reducing the cognitive load that comes from constantly switching context.
What’s Changing in 2026
As low-value tasks automate, agents handle only high-value interactions. Every conversation involves complexity or emotional sensitivity. The job is harder than ever.
In 2026, expect:
Unified desktops that bring information from multiple systems into single interfaces, surfacing the right information at the right time based on conversation context.
Real-time assistance that provides contextual guidance, suggests actions, surfaces knowledge articles, and drafts responses. AI becomes the agent's assistant, not replacement.
Post-interaction support recognising the emotional toll. Automated break scheduling after difficult calls, sentiment monitoring for struggling agents, proactive manager interventions.
Better performance frameworks moving beyond handle time to recognise interaction complexity. First-call resolution for complex issues, sentiment improvement, and de-escalation become the measures that matter.
Will 2026 fix the agent experience? Our prediction: improvements begin, but full transformation extends into 2027.
Key Takeaway: Agent experience is finally getting serious attention. The focus is shifting to reducing cognitive load and supporting agents who now handle only the most complex interactions.
The Offshore Reality
Offshoring is accelerating. The economic pressure from 2025 isn't easing – it's getting stronger.
But there's a pattern worth noting. Over the past 15+ years, we've seen the same cycle repeat: contact centres move offshore to cut costs. Quality issues emerge. Operations move back to the UK. Then costs rise again, and the cycle starts over.
Offshoring isn't a permanent solution. It's a response to immediate pressure that often creates different problems down the line.
What this means for UK operations
If you're running a UK contact centre, competing on cost alone won't work. The economics don't add up.
The path forward? Combine AI efficiency with the advantages UK operations naturally have. Quality. Cultural alignment. Regulatory compliance. Understanding of the local market.
AI helps narrow the cost gap. 20-30% efficiency improvements make the economics more defensible. You're still not the cheapest option, but you can justify the premium based on outcomes.
Here's the reality: without AI, UK contact centres at scale struggle to make the numbers work. With AI, you can compete on value rather than just price.
Key Takeaway: For UK operations, AI isn't a nice-to-have. It's what enables you to compete on outcomes while narrowing the cost gap that offshore alternatives exploit.
Looking Ahead: Strategic Technology Decisions
As we move through 2026, the question isn't whether to invest in technology. It's which technology to invest in.
Choose solutions that connect with what you already have. The best new tool in the world doesn't help if it sits in isolation. Before buying anything, ask: how does this integrate with our existing systems? Can it talk to our CRM? Our telephony platform? Our analytics tools?
Prioritise data foundations. Fix the plumbing before adding new taps. If your data is fragmented, every AI tool you add will underperform. Sometimes the smartest investment is consolidating what you have, not buying something new.
Look for vendors who care about outcomes, not just features. The conversation should be about what you're trying to achieve, not just what the software can do. Implementation support. Integration help. Ongoing optimisation. That matters more than a long feature list.
The bigger picture
The challenges facing contact centres in 2026 are real. Rising costs. High attrition. Fragmented data. Low connect rates.
But here's the opportunity: the right technology decisions – made thoughtfully – can genuinely transform outcomes. Not through revolutionary breakthroughs. Through building an ecosystem where your systems work together. Where new capabilities enhance what you already have. Where data flows naturally between tools, creating workflows that deliver results.
That's what 2026 is really about. Moving from collecting disconnected tools to building platforms that work as one.
What Contact Centres Should Prioritise in 2026
Strategic technology decisions that prioritise full deployment and optimisation of existing AI capabilities alongside thoughtful expansion of your technology stack.
Clear ROI demonstration for every new investment, with realistic timelines and measurable outcomes.
First-contact resolution as a cost-reduction strategy, using AI and better agent support to solve issues completely on first interaction.
Strategic workforce planning optimising resource allocation through AI-powered forecasting and scheduling.
Data foundations that enable AI success – investing in consolidation and integration before deploying new capabilities.
Agent experience improvements focusing on reducing cognitive load through unified interfaces and real-time assistance.
Integrated workflows connecting systems across your technology stack so capabilities work together, not in isolation.
The contact centre industry has shown remarkable resilience. As we enter 2026, the organisations that thrive will be those that combine innovative technology with strategic implementation – building integrated systems that deliver measurable outcomes.
Ready to build a more integrated contact centre for 2026? Book a demo to see how MaxContact’s integrated platforms can address your challenges.
Blog
5 min read
Introducing Resource Centres: In-Product Help, Exactly When You Need It!
In the latest release of MaxContact, we’re excited to introduce Resource Centres – a brand new in-product feature designed to help you get answers, guidance and support without ever leaving MaxContact.
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Resource Centres are powerful, contextual hubs that surface relevant help content based on the product you’re working in. Whether you’re looking for a quick answer, learning a new feature, or working through a process step-by-step, support is now available exactly where you need it.
Why we built this
When you’re in the middle of a task, the last thing you want to is to stop, switch tools, or wait for a support response just to keep moving forward.
Resource Centres have been built to help you:
Resolve questions quickly
Stay focused on the task at hand
Reduce disruption to your workflow
Instead of raising a support ticket or searching through documentation elsewhere, you can now access answers and guidance directly in the product. Helping you move faster and with greater confidence.
By bringing guides and walkthroughs into MaxContact itself, we can show you the exact steps to take, in real time, removing uncertainty and reducing the chance of error. This is especially valuable when new features are released, allowing you to build an immediate understanding of how they work and how you might want use them in your own setup.
What’s New: Key Features at a Glance
Within the Resource Centres you’ll find:
Powerful Knowledge Base Search
Step-by-Step Guided Tours
AI-Powered Chat Assistant
Contextual Help, tailored to the product you’re working in
This is just the beginning. Resource Centres will continue to evolve, with additional features and capabilities planned over time.
Feature Breakdown: How Resource Centres Help You!
In-Product Access
Resource Centres are available directly within the MaxContact product, meaning help is always close at hand.
Powerful Knowledge Base Search
If you’re looking for more information on a particular setting, page or feature, you can now search our Knowledge Base directly from within the product. You’ll be taken straight to the most relevant solutions article, significantly reducing the time it takes to find the right answer.
We’re continually improving our Knowledge Base content to ensure articles remain accurate, clear and genuinely useful.
Step-by-Step Guided Tours
Guided Tours walk you through key processes directly within the product, step-by-step. They guide you to exact areas you need, highlight the relevant settings, and explain what each step is used for, so nothing is missed.
These tours are designed to:
Help you complete tasks confidently
Reduce confusion around complex processes
Demonstrate new features as soon as they’re released
This means you can learn and adopt new functionality immediately, without having to search through release notes or documentation.
We’ve also reviewed common support desk queries to ensure the guides we build focus on what matters most to our customers. From everyday tasks to frequently requested processes, like blocking an inbound caller, making them quick and straightforward to complete.
AI-Powered Chat Assistant
The AI chat assistant is trained on our latest solution articles and product information, so you can feel confident in the answers it provides.
Alongside each response, you’ll also be shown the articles and guides that informed the answer, allowing you to explore further and build deeper knowledge when needed.
Contextual Help, Tailored to Each Product
Each Resource Centre is built specifically for the product it sits within.
For example:
In Management Hub, you’ll see content and guides relevant to configuration and administration
In Conversation Analytics, help is tailored specifically to analytics features
In Contact Hub, users can self-train through guided walkthroughs directly in the product
What This Means for Support Going Forward
Our Support team isn’t going anywhere.
Resource Centres are designed to complement human support, not replace it. By enabling faster self-service for common questions and tasks, our Support team can focus more time on complex, high-priority issues, helping deliver meaningful resolutions when you need them most.
We’re excited to launch Resource Centres and look forward to seeing how they help make your day-to-day work simpler and more efficient.
Resource Centres will be gradually rolled out over the coming weeks, launching in Management Hub and Contact Hub, with Conversation Analytics to follow.
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