Is technology the solution for contact center productivity?

Most contact center productivity issues are associated with the agents or the frontline employees. The customer-facing agents are at the bottom of the pyramid and are the most stressed in the hierarchy when it comes to delivering customer experience.

According to a Forbes study, the reasons for their stress are:

• 26% mentioned finding the right answers to customer questions.
• 25% mentioned different systems and information sources, giving different answers.
• 20% mentioned hopping from one application or window to another.
• 14% mentioned it was hard to keep up with all the new information and changes.
• 15% mentioned other issues.

If you look at this, the right technology platform could handle 85% of the stress, directly influencing the delivery of a great customer experience.

Listen to our panelists discuss specifically:

• How do you choose the right technology infrastructure for your contact center?
• What are the must-haves and nice-to-haves?
• How do you choose channels for providing customer experience? – voice, chat, SMS, WhatsApp, email, website, mobile, social, etc.
• Does omnichannel make sense for you?
• Should you look at integrating your contact center platform with other IT applications?
• What productivity applications should you specifically look at – workforce optimization and management, list management services, voice analytics, and the like.

Meet The Panelist

Chief Technology Officer at Inditrade Scalerator Limited

Balaji TK

Balaji has worn many hats in his illustrious career, including CTO, CIO, digital transformation expert, and mentor. His specialties include rural tech, Fintech, innovation, and digital architecture.

He currently functions as the CTO of Inditrade Saclerator. He is a tech addict with expertise in BFSI, Fintech, and Retail. He is skilled in AI, ERP, BI, RPA, Business Processes, Business Planning, IT Cloud, and Infrastructure Management.

Director - Cybersecurity & Technology at Expleo Group

Balakrishnan Kanniah

Bala currently functions as the Director of Cybersecurity and Technology at Expleo Group. He has had experience working with MNCs on IT and business transformational engagements & IT security projects.

His specialties include IT infrastructure, complex global IT solutions, Information technology & services, and IT security solutions. He has handled compliance demands in the BFSI sector like PCI, ISO, SSAE, and SOC.

Co-Founder & CEO at Kapiital Kapslock

Vignesh Sandaradasse

Vignesh is a fintech enthusiast with more than 10 years of banking experience. Before co-founding Kapiital Kapslock, he had stints with Axis, SBM, Yes Bank, and Ippo Pay.

Kapiital serves NBFCs, MFIs, Co-operative Banks, Trusts, Section – 8, Nidhi Limited, and the lending sector. They help customers with EMIs, BNPL, NACH, and UPI 2.0. They are on the cutting edge of technology.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.