How important is the voice channel in your customer service mix?

We invite you to attend the panel discussion on ” How important is the voice channel in your customer service mix?”

79% of customers seek direct contact with customer service by phone or through store visits.  Salesforce’s Study shows that 76% of service professionals prefer customer service voice channels to handle complex cases.

Even in the age of chatbots and AI, the voice channel is still the preferred choice for consumers and service professionals. How do you continue to accommodate voice as a part of your customer service mix, despite all the automation that is happening around us?

This discussion will help you understand the importance of voice channel in providing exemplary customer service to your customers.

The panel will discuss:

• How do you figure out which channels make sense for your business?
• Should you really adopt the multi-channel or omnichannel strategy?
• How do you optimally provide voice channel in the mix?
• How can you make your service professionals super productive while using the voice channel?
• What is the ROI of voice channels vis-à-vis other channels?

Do join us and listen to the experts share their knowledge on the importance of voice channels and how to factor them as a part of your customer service mix.

Meet The Panelist

Vice President - Contact Centre Business at Fareportal

Vinay Kanchi

Accomplished senior executive from the ITES industry with over 15+ years’ experience in P&L oversight and leading multi-disciplinary teams in a global environment.

Exposure to outsourcing firms and captive units.

Effectively governed a team of over 2000 employees in multiple sites across 6 countries.

Oversaw core operations, Sales & Account management, Process Quality, Training excellence and overall Site management.

Developed intensive, ambitious business growth strategies, short-term goals, and long-term objectives.

Spearheaded overhaul of various underperforming departments to reduce stagnation and increase growth and productivity by automating processes using Automation & CRM tools.

Fostered change in company culture to be more open, transparent, and accountable.

A persistent servant leader with high employee satisfaction scores with a prime focus on building trust and driving shared goals with diversity and inclusion across all operations.

Head Program PMO at Standard Chartered GBS

Balamurali K

Balamurali – Programs Head, Lean Coach, and Public Speaker.

Started my career as a banker and transitioned into technology and project management.

Specialize in managing complex projects, having worked on large Core-banking programs at SCB and earlier.

Currently involved in a complex SAP implementation for SCB.

Though Program Management is my primary role, I’ve explored areas like Process Re-engineering, Lean, Robotics, and AI to build new skills.

Over the last decade, I’ve engaged with the Indian startup ecosystem, experimenting with ideas around Mental Health and collaborating with a Robotics Startup developing an AI-based RPA product.

These diverse experiences enriched my approach when I returned to Program Management, offering new perspectives and methods.

My passion for Coaching and Public Speaking was ignited through my Toastmasters journey, which began in 2014.

Co-Founder & CEO at MOBtexting

Ajay Gupta

Born and brought up in a very humble lower-middle-class family where education was not a choice to have.

1st Gen Entrepreneur – Established a global CPaaS company "MOBtexting" and bootstrapped it to a million-dollar company. God/Universe has been with us all the way.

At Deloitte Tech 50 2019, MOBtexting was ranked 9th among 50 top public & private technology, media, and telecommunications companies in India, and 86th in the Deloitte APAC Tech 500 2019.

At MOBtexting, we care deeply about our team members, customers, and partners. We strive for excellence in everything we do and have fun along the way.

Passionate about sales/marketing, growth hacking, product strategy, public speaking, learning, and helping others break out of a mediocre mindset.

Believe in accountability, lifelong learning, and the power of good Karma. Also a bit of a health freak.

Favourite Lines: No matter what your background is, with the right mindset, tools/skills, positive attitude, passion, and persistence towards your work, you can succeed.

If you think you can win, you can win. Faith is necessary to victory.

No bees, No Honey; No Work, No Money.

Frequent speaker and panelist at leading events, companies, and colleges—discussing entrepreneurship, mindset, sales/marketing, communication, branding, and social media.

On a mission to inspire millennials to think creatively and logically, giving their best to our country and the universe.

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.