The modern agent at financial institutions isn’t just answering calls, they’re juggling CRM systems, WhatsApp chats, emails, and fast-changing customer expectations. But are these systems helping them succeed, or just adding to the chaos?
In this session, we’re asking the real questions: Are fragmented tools hurting agents more than skills? Does real-time customer context actually impact resolutions? Should we add more channels or make smarter use of the ones we have? And how should productivity be measured when deeper conversations matter more than call volume?
If you’re ready for real talk (not another surface-level discussion), this session’s for you.
Key Discussion Points:
- Why agents struggle with today’s tech stacks (and what can fix it)
- How CRM and telephony, when truly connected, can change the customer experience game
- Rethinking first-call resolution targets in a multi-channel world
- What an agent-first, high-performance tech ecosystem actually looks like
Lalit Khosa
VP – Sales, Financial Services
LeadSquared
Anuj Saxena
VP – Product
OneXtel
