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The contact centre and kind of advisor agent roles are no longer seen as frontline entry level roles. As AI increases the complexity of calls, organizations are recognizing the strategic skill sets that customer service teams bring to the table. These roles now serve as talent pools for future leaders, with career paths emerging into sales ...
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Behind every call is a story. And someone who truly listens. Meet Swastika Pradhan from Air India’s Customer Experience Team. For her, each message or call isn’t just a query - it’s a person reaching out for reassurance, support, or help in a moment of need. Whether it’s a missed flight, a medical emergency, or a request for extra care, she approaches every interaction with empathy. In those moments, she’s not just answering a question - she’s carrying forward the promise of care that defines Ai
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