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The BPO industry is a competitive landscape of players that are constantly getting pressures in costs and margins while at same time is expected to provide top notch customer experience amongst interactions to their principal’s customers.  A BPOs Quality assurance process has always been a necessity but often can only cover a very small portion of interactions and is riddled with manual or admin tasks.

Given the competitive and dynamic environment in addition to economic pressures now, companies need to reconsider their operational models and working methods whilst transforming customer experiences and achieve better business sustainability.

Automation and AI-based Technology can help to address these predicaments while at the same time provide opportunities for BPOs to increase or gain new revenue streams. Join us for this exclusive webinar and understand how technology in QMS can help meet various challenges to drive operational efficiency and improve overall compliance and CX.

Key Areas of Focus:

  • Understand what it takes to deliver seamless customer experience in this disruptive era.
  • How QA is playing a significant role in reshaping the contact center of the future
  • Monitoring your quality: Technology to Process to People
  • The benefits of using AI and Automation for measuring and improving customer experience
  • Creating a culture of Quality in you BPO

Registration Form

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Featured Speakers

Event Format

Time(IST) Session
10:00 AM Keynote Speaker: CX and Beyond: Leveraging QMS for a Profitable Business Growth

Ashish J. Edward, Director - Quality, Asia Pacific, LEAN Six Sigma Master Black Belt, CWT
10:30 AM Strengthening QMS:
Delivering seamless customer experiences with technology

- Romeo Solas, APAC Analytics business Leader, NICE
11:00 AM Panel Discussion : Role of QM in successful BPO Operations

Panel Moderator:
Sanjay Gupta, Managing Director – South Asia & Middle East,NICE

Panel Members:
Rituparn Bakshi,Head Quality & Process Excellence - Enterprise,Tech Mahindra Business Process Services
Salina Nair,Senior Functional Head - Quality,Infosys
Rumpa Roy,AVP - Quality and Business Transformation,WNS Global Services
Sudhanshu Solanki,SAVP Quality,EXL
11:45 AM Q&A
12:00 PM Close of Webinar
Register now >