How to Identify What to Automate in Your Contact Centre – Webinar

Date: 05 March 2026, 11:30am

Location: Virtual

Automation can improve efficiency and customer experience – but only if you start in the right place.

In this 45-minute session, we’ll show you how to take a practical, evidence-led approach to automation. You’ll leave with a clear framework you can apply immediately.

What this webinar covers:

The experience customers actually want

Insights from our Voice of the UK Consumer research – including channel preferences, human vs AI expectations, and where automation adds value (and where it doesn’t).

‍What modern customer journeys really look like

How today’s buying journeys span multiple channels, touchpoints and escalation paths – and where friction typically appears.

‍How to uncover repetitive, automatable queries

A simple, repeatable method to identify high-volume, low-variance interactions that are ideal for automation.

‍Demo: Using Conversation Analytics to surface patterns

See how call data can reveal your top reasons for contact and highlight automation opportunities.

‍Turning insight into action with workflow mapping

How to move from “top queries” to structured workflows with clear escalation paths.

‍Demo: AI Chatbot in action

See how repetitive queries can be handled efficiently – while maintaining easy access to human support.

‍Measuring success

The key metrics that matter: containment, repeat contact reduction, handle time, customer effort and agent capacity.

‍Who should attend

• Heads of Contact Centre
• Operations Directors
• CX & Digital Transformation leaders
• Anyone responsible for improving efficiency and customer experience

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Robyn Coppell