AI and automation are reshaping the contact centre, but how do you improve efficiency without losing the human touch?

Join Jamie Pincott, Resource & Planning Manager at Blackcircles, alongside Scott Woodland and Ben Willmott from Route 101 for a practical Q&A exploring the balance between automation, operational efficiency, and customer empathy.

Drawing on Blackcircles' experience of supporting rapid growth, the discussion will cover how automation can remove administrative effort, improve workforce planning, proactively manage SLAs, and free advisors to focus on delivering great customer experiences. From intelligent ticket management to smarter forecasting and scheduling, you'll hear real-world examples of where automation adds value and where people remain irreplaceable. 

Key takeaways:

• Where AI and automation deliver the biggest wins in contact centre operations
• How to introduce automation without negatively impacting customer experience
• Practical lessons from Blackcircles' growth and transformation journey
• Using workforce management to improve forecasting, scheduling, and employee flexibility
• Reducing repetitive admin so agents can focus on customers

Whether you're exploring automation for the first time or looking to expand its role in your contact centre, this session will provide practical insights and real-world experiences you can apply immediately.