Latest news
Published: 27th May 2026
Is this the end of the cold call? UK consumers need to be able to trust companies before they pick up the phone
Cold calling, as we know it, could be on its way out, as new research from MaxContact reveals that UK consumers now expect to trust and recognise a company before they pick up the phone. The findings from the company’s Voice of the UK Consumer 2026 report suggest a fundamental shift in how…
Published: 19th May 2026
Businesses are facing a growing ‘trust gap” as customers can’t tell what’s real.
A growing ‘Trust Gap’ is putting revenue, customer contact, and service delivery at risk as customers increasingly ignore legitimate business calls. That’s according to new research from Manchester-based CCaaS provider MaxContact. The company’s Voice of the UK Consumer 2026 report shows…
Published: 18th May 2026
Contact centres are facing a growing ‘trust gap” as customers can’t tell what’s real.
A growing ‘Trust Gap’ is preventing contact centres from reaching customers at all, according to new research from MaxContact. The company’s Voice of the UK consumer 2026 report shows consumers are increasingly screening and ignoring legitimate business contacts because they cannot tell what…
Published: 10th March 2026
MaxContact highlights ‘perception gap’ between stable KPIs and rising customer frustration
UK contact centres may be delivering almost identical inbound performance year-on-year, but customer patience is deteriorating rapidly. MaxContact warns that this growing “perception gap”, where metrics stay steady, but customer frustration is rising, is already driving customers to switch…
Published: 26th February 2026
AI adoption is now mainstream, but agent strain is continuing to rise, the UK contact centre benchmark report warns
Research has revealed that AI has now officially achieved mainstream status in UK contact centres, with adoption rates and investment at peak levels. However, rising agent workloads and employee turnover suggest that operational pressures may erode the benefits of AI unless organisations act…