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: 

  1. How do you figure out which channels make sense for your business?
  2. Should you really adopt the multi-channel or omnichannel strategy?
  3. How do you optimally provide voice channel in the mix?
  4. How can you make your service professionals super productive while using the voice channel?
  5. 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

Hi, I’m Balamurali, Programs Head, Lean Coach, Public Speaker

While I started my career as a banker I eventually transitioned into technology and Projects. Dabbling in complex projects is my forte having worked in many large  & complex Core-banking Programs in SCB and earlier.  Currently I am neck deep in a complex SAP implementation for SCB.

While Program Management has been my mainstay, I never worried about experimenting roles to learn new skills like Process Re-engineering, Lean, Robotics and AI.  The last 10 years have been vibrant for the Startup ecosystem in India and I have not missed the opportunity to test waters with startup ideas like Mental Health for masses and working closely with a Robotics Startup who created an AI based RPA product.

When I returned to Program Management, the varied experiences brought me new insights and thereby new ways of working.  My interest in Coaching and Public speaking was sparked by my Toastmasters Journey which commenced 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 of choice to have.

1st Gen Entrepreneur, Established a Global CPaaS company "MOBtexting" & Bootstrapped to Million Dollar Company. God/Universe has been with us all the way.

At Deloitte Tech 50 2019, MOBtexting was ranked at 9th position among 50 other public & private technology, media, and telecommunications companies in India and was further ranked 86th fastest growing company in the Deloitte APAC Tech 500 2019. 

At MOBtexting, we care about our team members, customers & partners. We strive to be the best at whatever we do & have fun along the way.

I am passionate about sales/marketing, growth hacking, product strategy, public speaking, learning, and helping others to come out of a mediocre mindset. As human beings, it's our responsibility to be accountable to each other for growth & learning. I am a believer in the power of good Karma and a bit of a health freak.

*My 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

A frequent speaker and panelist in leading events, companies & colleges to discuss entrepreneurship, mindset, sales/marketing, communications, branding, and social media. I wish to inspire millennials to think creatively and logically to give their best to our country & this universe.

Executive Vice President ClearTouch Connect Pvt. Ltd.

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.

Date

Sep 08 2021
Expired!

Time

5:00 pm - 6:00 pm

Location

The Bharat Connect
Chennai
Uthaman Bakthikrishnan

Organizer

Uthaman Bakthikrishnan
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