Your call is important to us, please stay on the line while we transfer you.

“Your call is important to us. Please stay on the line while we transfer you.”

This is considered to be the most annoying customer service phrase. More so if they happen to hear it after an extended hold time.

This does not happen only on the phone or IVR channels. It happens across channels – this is a classic case of an organization starting a service channel and does not bother to staff them well or equip the staff with the necessary technology infrastructure.

This kind of experience would result in increased customer churn. How do you prevent it?

Listen to the panelists discuss how you can prevent yourself from providing such bad customer experiences. This panel will discuss the following topics:

  • How do you reduce the hold times of customers who try to reach you irrespective of the channel they contact you?
  • How do you bridge the expectation–experience gaps of your customers?
  • Given the depth and breadth of customer queries, how do you adhere to your committed SLAs?
  • How do you ensure a positive customer experience at every touchpoint?
  • Live case studies and real-life examples of getting the customer experience right.
  •  

    Meet The Panelist

    Head of Customer Engagement at Mahindra Integrated Business Solutions

    Harshdeep Singh Grewal

  • Harshdeep has an entrepreneurial orientation combined with people management & problem-solving skills.
  • He has over two decades of experience in BPO, Aviation, ITES & Retail segments in multi-cultural and multi-national setups in India and the US. His expertise includes operations, quality management systems, ISO 9001, process mapping & improvement, training, service quality, auditing, data analysis, and enhancing customer experiences.
  • He currently functions as the Head of Customer Engagement at Mahindra Integrated Business Solutions Pvt. Ltd. He recently received the award as ‘Customer-Centric Leader for 2022.’
  • Vice President Digital & Business Transformation Services at Conneqt Business Solutions

    Rinoo Rajesh

  • Rinoo has varied experiences across functions like business development, marketing & communications, corporate relations, and digital & business transformation. He currently functions as an angel investor.
  • He has been actively involved in ITES, telecom, and the contact center industry. He has stints with Nortel, Avaya, and Tata – BSS.
  • His varied expertise has resulted in effective digital and business transformation for many organizations.
  • He has more than 22 years of experience and is currently involved in introducing platform-based services, consulting, thought leadership, program management, and business transformation projects.
  • Executive Vice President at 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

    Jun 08 2022
    Expired!

    Time

    5:00 pm - 6:00 pm

    Location

    The Bharat Connect
    Chennai
    Uthaman Bakthikrishnan

    Organizer

    Uthaman Bakthikrishnan
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