What performance tools are you using in your contact center platform to enhance customer experience?

Your customer service reps are the most important part of the customer experience puzzle. They influence about 70% of the outcomes of your CX.

Enhancing your customer representatives’ performance means improving CX.

How do you go about enhancing their performance? What tools do you use to monitor, measure, and scale?

Some questions to look at include the following:

• Do you use call recording, screen recording, and quality monitoring?
• How do you identify the training and coaching needs of your reps?
• Do you use gamification to get your reps to punch above their weights?
• How do you measure and monitor the efficiency of different performance tools?
• Are there specific use cases where performance management tools have enhanced CX?
• Real-life examples of performance management tools.

Our panelists would specifically address these questions.

Meet The Panelist

Co-Founder and CTO at Yitro Consulting and Stratforge

Jesu Valiant

Jesu has more than 21 years of experience handling various strategic and operational roles. He has built and managed turnkey solutions for clients addressing customer experience, omnichannel customer engagement, process automation, knowledge management, knowledge engineering and data analytics.

He currently serves as the CO-Founder of Stratforge, a DeepTech AI company, looking at transforming the enterprise tech ecosystem. Earlier, he has had stints with Nittany, SlashSupport, E4E business solutions, and CSS corp.

CEO at Payhuddle

Prakash Sambandam

Prakash serves as the CEO of Payhuddle Solutions, a leader in the testing and certification space addressing the needs of the entire payment ecosystem. Payhuddle works with some of the leading brands in the world with customer across 26 countries.

Prakash has more than 25 years of experience in building and managing high-performance teams with the core focus of customer delight. He believes in customer experience being a part of every activity that an organization does. He believes in the adage, “Usability and Simplicity over everything else.”

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.