Recorded Webinar: Automation in the Customer Journey


Webinar on Automation in the customer journey.
We all want to improve the customer journey, making it as smooth and as efficient as possible.

Some parts of this journey lend themselves to automation, and some don’t.


  • Introductions – Jonty Pearce, Call Centre Helper
  • Automation in the customer journey  – Tony Norman, Netcall
  • How we use automation – Tracy Lancashire, Dacorum Borough Council
  • Top tips from the audience

Winning tip – “use the phone number the customer is calling in on to identify customer details such as products ordered to provide a customised IVR path.” thanks to Sam1

All the tips from the audience have now been turned into an article 7 tips for automation and self-service in the contact centre

  • Interactive Q&A – Live questions from the audience

Topics to be discussed

  • The best places to automate the customer journey
  • Where NOT to automate
  • Voice self-service
  • Speech recognition
  • Proactive messaging
  • Automated payments
  • PCI compliance
  • Process improvement and automation
  • Customer surveys
  • Top tips from the audience
  • Interactive questions and answers

This webinar is brought to you by Call Centre Helper and is sponsored by Netcall.

Original Webinar date: June 2013

Author: Jo Robinson

Published On: 25th Jun 2013 - Last modified: 7th Apr 2021
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