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 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.
  • Date

    May 17 2023


    5:00 pm - 6:00 pm


    The Bharat Connect
    Uthaman Bakthikrishnan


    Uthaman Bakthikrishnan
    • Leave a Reply

      Your email address will not be published. Required fields are marked *

      13 + 16 =