About the Webinar
Operational inefficiencies in contact center play a major role in the low Net Promoter Score (NPS) for Digital Service Providers (DSPs). Organizations are striving to exceed customer expectations through various digital transformation channels.
Through this webinar, we will discuss the key contact centre transformation levers and how Automation 360 can be leveraged to accelerate client interactions, provide a more thorough response, reduce the amount of human labor required to handle incoming inquiries, and increase customer satisfaction.
What you’ll learn,
Digital First strategy through self-service integrated with backend BOTs.
Customer 360 console integrated with AARI driving smart diagnostics & resolutions.
Continuous automation improvement leveraging AA BOT Insights.
Rajesh Khanna Jalandhar
Director – RPA/Hyperautomation, Telecom Process Consulting at Prodapt
Rajesh Khanna has 20+ years of experience in the IT/ITES/Telecom Industry leads RPA Delivery & Process Consulting team in Chennai, India focusing on Automation and Transformation projects across different accounts. He is instrumental in streamlining and optimizing operations by implementing Robotic Process Automation (RPA). Rajesh is a certified Lean practitioner and ISO auditor. He has led process improvement initiatives through lean six sigma methodologies, automation, and kaizen. Executed multiple consulting projects aiming at eliminating waste, improving accuracy, cost-benefit, cycle time reduction, productivity improvement directly impacting the bottom line.
Vice President – Automation Anywhere
Malay is a Vice President at Automation Anywhere leading Global IT/BPM segment and driving channel for India market. He was previously Chief Growth Officer at LeadSquared an Indian SaaS business and prior to that Malay spent two decades in management consulting profession working with firms such as EY, McKinsey, Alvarez & Marsal and Infosys Consulting, Inc. During this two decades of tenure he primarily served clients in Technology Sector (across Enterprise Software, E-Commerce, IT Services, GICs, Hardware and Semiconductor sub-sectors) advising them in areas such as Go-to-Market (GTM) strategy, Digital Transformation and Transaction Advisory.
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