How to Identify What to Automate in Your Contact Centre | MaxContact Webinar

Where should you actually start with automation? That’s the question every contact centre leader is asking right now — and in this webinar, we give you a practical, data-driven answer. MaxContact’s Marketing Director Kayleigh Tait and Principal Product Manager Conor Bowler walk you through the research, the framework, and a live demo of how Conversation Analytics helps you uncover automation opportunities directly from your interaction data. In this webinar, you’ll discover: • What over 1,000 UK consumers really think about AI and automation in customer service • Why 32% of consumers say AI has made their experience worse — and how to avoid being part of that statistic • How to map the modern inbound customer journey and identify where automation fits • A live demo of MaxContact Conversation Analytics and Workflow Studio • The MaxContact Automation Framework: a four-step approach to making smarter automation decisions Chapters: 0:00 — Introduction & what we’re covering today 0:38 — About MaxContact 6:32 — Voice of the UK Consumer: what the research tells us 10:24 — When customers want a human (and what frustrates them) 13:00 — The modern inbound customer journey 17:29 — Live demo: Conversation Analytics & Workflow Studio 24:29 — The MaxContact Automation Framework 28:16 — Step 2: Cluster by intent 28:44 — Step 3: Rank by volume and effort 29:47 — Step 4: Validate with your team 33:13 — How to know your automation is working 33:28 — Live Q&A 📊 Download the Voice of the UK Consumer Report: https://www.maxcontact.com/downloads/... 📞 Request a personalised demo: https://www.maxcontact.com/book-a-demo About MaxContact MaxContact is an AI-powered customer engagement platform that helps businesses turn every customer conversation into a revenue-driving outcome. Our platform spans contact centre software, conversation analytics, and AI agents and chatbots — working together as one connected solution. #ContactCentre #ContactCentreAutomation #AI #CustomerExperience #ConversationAnalytics #MaxContact #CX #ContactCentreAI #CustomerEngagement #AIautomation