DOWNLOAD DETaILS
A practical guide to AI-enabled agent assistance for contact centre leaders. Covers the before, during, and after of every call - with the ROI case, a real-world scenario, and three actions you can take this week.
- 42% of UK consumers have already switched provider due to poor contact centre experience - Voice of the UK Consumer 2026
- 69% rate AI worse than humans for understanding their issue - the gap isn't the technology, it's the context being lost between calls
- £175,000 - illustrative annual saving potential for a 50-agent team from a 50% reduction in wrap time alone, without reducing headcount
- 50% wrap time reduction - what Agent Wrap Up Summary delivers, returning hours of capacity back to productive contact time every shift
- 100% call coverage - from QA sampling to full-call insight, without adding resource
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
Most conversations about AI in the contact centre focus on what happens during the call. This guide argues the moments before and after matter just as much - and that getting them right is what separates a good contact centre from one consumers actually trust.
There is a version of AI adoption that looks impressive on a slide but doesn't move the metrics that matter. This guide is for leaders who want more than that. It covers what AI-enabled agent assistance actually is, what operational problems it solves, and how to build it in a way that gets better with every call.
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
The guide is structured to work cover to cover or as a reference by section. Each part builds toward a practical conclusion:
- The problem consumers already see: What's costing contact centres customers and why the data is sharper than most internal metrics show
- What's weighing agents down: Three operational pressures that turn capable agents into inconsistent ones. None of them are agent failures
- The assisted agent: what good looks like: Before, during, after - assistance as a connected system, not a single product
- After the call: Agent Wrap Up Summary: The post-call gap, made specific. What it does, the ROI case, and a same-customer scenario showing the difference a complete record makes
- Closing the loop: How Wrap Up Summary, Conversation Analytics and Real Time Agent QA reinforce each other - from capture to coaching
- Three things to do now: A short audit you can run this week. No platform change required to start
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
This guide is built for the people responsible for how well a contact centre performs — and how consistently.
- Contact centre directors and operations leaders who want AI to move real metrics, not just demos
- QA and quality managers looking to shift from sampling to full-call insight
- Customer experience leads in regulated sectors — financial services, insurance, utilities, debt collection — where trust is a commercial asset
- Anyone whose agents are still writing their own post-call notes under queue pressure
Whether you're a MaxContact customer or not, the guide is designed to be useful. The data comes from the Voice of the UK Consumer 2026 report and MaxContact's own platform metrics.
(function () {
const READ_WPM = 220; // average words per minute
const $readTime = document.getElementById('read-time');
const $progress = document.getElementById('progress-bar');
// Get all rich text elements from case_studies-sections div
function getAllRichTexts() {
const caseStudySection = document.querySelector('.case_studies-sections');
if (!caseStudySection) return [];
return Array.from(caseStudySection.querySelectorAll('.text-rich-text'));
}
const $articles = getAllRichTexts();
if (!$articles.length) return;
// --- Reading time ---
function computeReadingTime() {
let totalText = '';
// Collect text from all rich text elements
$articles.forEach($article => {
const text = ($article.innerText || $article.textContent || '').trim();
totalText += text + ' ';
});
const words = totalText.length ? totalText.split(/\s+/).length : 0;
const minutes = Math.max(1, Math.ceil(words / READ_WPM));
if ($readTime) $readTime.textContent = `${minutes} MIN READ`;
}
// --- Scroll progress ---
let startY = 0;
let endY = 0;
function clamp01(x) { return Math.max(0, Math.min(1, x)); }
function measure() {
// Calculate bounds based on all articles
let minTop = Infinity;
let maxBottom = -Infinity;
$articles.forEach($article => {
const rect = $article.getBoundingClientRect();
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const docTopToArticleTop = rect.top + scrollY;
const articleHeight = $article.offsetHeight;
minTop = Math.min(minTop, docTopToArticleTop);
maxBottom = Math.max(maxBottom, docTopToArticleTop + articleHeight);
});
const viewportH = window.innerHeight || document.documentElement.clientHeight;
startY = minTop - 16;
endY = maxBottom - viewportH + 16;
if (endY < startY) endY = startY + 1;
}
function onScroll() {
if (!$progress) return;
const scrollY = window.pageYOffset || document.documentElement.scrollTop || 0;
const t = clamp01((scrollY - startY) / (endY - startY));
$progress.style.width = (t * 100).toFixed(2) + '%';
}
function watchImages() {
$articles.forEach($article => {
const images = $article.querySelectorAll('img');
images.forEach(img => {
if (!img.complete) {
img.addEventListener('load', () => { measure(); onScroll(); }, { once: true });
img.addEventListener('error', () => { measure(); onScroll(); }, { once: true });
}
});
});
}
computeReadingTime();
measure();
watchImages();
onScroll();
window.addEventListener('scroll', onScroll, { passive: true });
window.addEventListener('resize', () => { measure(); onScroll(); });
// Watch for changes in all articles
const mo = new MutationObserver(() => { computeReadingTime(); measure(); onScroll(); });
$articles.forEach($article => {
mo.observe($article, { childList: true, subtree: true, characterData: true });
});
})();
(() => {
const rich = document.querySelector('#rich-text');
const toc = document.querySelector('#toc');
if (!rich || !toc) return;
// Only H2s inside the Rich Text
const headings = [...rich.querySelectorAll('h2')];
if (!headings.length) { toc.style.display = 'none'; return; }
// Slugify + ensure unique IDs (handles accents like šđčćž)
const slugCounts = {};
const slugify = (str) => {
const base = (str || '')
.trim()
.toLowerCase()
.normalize('NFD').replace(/[\u0300-\u036f]/g, '') // remove diacritics
.replace(/[^a-z0-9\s-]/g, '')
.replace(/\s+/g, '-')
.replace(/-+/g, '-');
const n = (slugCounts[base] = (slugCounts[base] || 0) + 1);
return n > 1 ? `${base}-${n}` : base || `section-${n}`;
};
// Build anchors directly inside #toc
toc.innerHTML = '';
headings.forEach((h, idx) => {
if (!h.id) h.id = slugify(h.textContent || `section-${idx+1}`);
const a = document.createElement('a');
a.href = `#${h.id}`;
a.className = 'content_link';
a.dataset.target = h.id;
a.setAttribute('aria-label', h.textContent || `Section ${idx+1}`);
const p = document.createElement('p');
p.className = 'text-size-small';
p.textContent = h.textContent || `Section ${idx+1}`;
a.appendChild(p);
toc.appendChild(a);
});
// Offset for fixed navs - with extra spacing for visibility
const getOffset = () => {
const nav = document.querySelector('.navbar, .w-nav, [data-nav]');
const navHeight = nav ? nav.getBoundingClientRect().height : 0;
// Add 30px buffer to ensure heading is clearly visible below fixed navbar
return navHeight + 30;
};
toc.addEventListener('click', (e) => {
const link = e.target.closest('a.content_link[href^="#"]');
if (!link) return;
e.preventDefault();
e.stopPropagation(); // Stop other event listeners
const id = link.getAttribute('href').slice(1);
const target = document.getElementById(id);
if (!target) return;
const targetTop = target.getBoundingClientRect().top + window.scrollY;
const finalY = targetTop - 150;
// Use only smooth scroll
window.scrollTo({ top: finalY, behavior: 'smooth' });
history.replaceState(null, '', `#${id}`);
});
})();
.png)