The Journey Ahead…

• Reflection on Industry’s Present-Past

• Isolating Issues - Present day Contact Centers

• The force shaping our industry• Zooming into the bright future• Call to action – A head start

into building the future

Before We start : Housekeeping Let’s get to know our Driver on this trip:

Connected Contact Center Enabler of brand Image + CSAT + Loyalty +

Retention Enterprise Cust. Experience

Enabler of brand success CRM Adoption & Integration

Enabler of Enterprise Cust.profile + Big Data Investment - Contact Center Technology

Enabler of Efficiency & E-Satisfaction Investment - Contact Center QA &

Analytics Enabler of Process Improvement + Consistency

Re-Evaluation of critical KPIs Enabler of Unified Cust. Centric Organization