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Avaya | Verint
Customer Experience Week (India)
Through this series of webinars, you will discover ways to enhance operational efficiency while elevating customer experience. With professional speakers from different organizations presenting on specialized areas, you will be able to identify strategies to understand customers’ needs better, equip staff with knowledge, relay accurate information to customers, detect potential risks, authenticate trustable customers, ensure confidentiality and privacy of customers as well as gain insights into staff’s activities while they work from home.
Webinar 1: Super Insightful
Synopsis:
Discover how you can understand your customers’ needs and find ways to solve problems encountered more effectively while also ensuring compliance with regulatory requirements and SLAs.
- Speakers
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Nilesh Marathe
Digital Engagement Solution Sales Leader, Avaya India -
Tim Matthews
APAC Solution Lead
Digital and Self Service, Verint
Webinar 2: Super Knowledgeable
Synopsis:
How you can equip your staff with knowledge even while they work from home.
How to deliver accurate and relevant information to customers through an effortless user experience.
- Speakers
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Venkat Swaminathan
Contact Center Specialist, Avaya -
Sunil Aryan
Director-Practice Asia, Verint
- Guest Speaker
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Ms. Ankita Rathod
SVP & Global Head – Training, Quality, Transition & Implementation, Startek
Webinar 3: Super Productive
Synopsis:
Learn how to facilitate compliance, address data privacy, and gain visibility into employees’ desktop activities to improve operational efficiency while enhancing customer experience.
- Speakers
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Gavin Rodrigues
Domain expert - Workforce Engagement Solutions, Avaya -
Sunil Aryan
Director-Practice Asia, Verint -
Joel Murray
Consultancy Practice WFM and Performance Management, Verint APAC
- Guest Speaker
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Amitabh Srivastava
General Manager, IS, Sony India Pvt ltd
Webinar 4: Super Intuitive
Synopsis:
Identify how to monitor ongoing risk exposure and coaching opportunities through detection of crisis-related phrases. Gain deeper insights into all of your calls while managing compliance risk. Gain actionable insights from the gold mine of call recordings to discover about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance and campaign effectiveness.
- Speakers
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Saurabh Lakhanpal
Domain Specialist – Customer Experience Solutions, Avaya -
Prashant Pandey
Practice Head- Customer Analytics, Verint
- Guest Speaker
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Ratan Kesh
Head - Retail Operations and Service, Axis Bank