About the Webinar

Join us for an insightful conversation with Swaroop Rao, VP of Service Centers and Global Tech Ops at JLL, as he shares two decades of experience building and scaling contact center operations across three continents.

In this interview, Swaroop discusses JLL's strategic approach to AI implementation—using technology to amplify human capabilities rather than replace them. Discover how his team reduced training time from two weeks to 10 days while maintaining quality scores above 90%, and why they're taking a measured approach to automation in high-stakes customer interactions.

Key topics include:

• Deploying AI for call summarization and knowledge surfacing without sacrificing quality

• Managing multi-language, multi-timezone operations at scale

• Navigating geopolitical calling challenges and connectivity issues

• Building platform-agnostic systems to serve diverse client needs

• Balancing efficiency optimization with service excellence

Whether you're managing global operations, evaluating AI tools, or looking to optimize your contact center strategy, this conversation offers practical insights from someone who's built service centers from the ground up—in Bangalore, Manila, Dalian, and Canberra.