In this edition of our anniversary blog series, we’re celebrating Indy Kaur, who is marking ten years with SVL.

As a Solutions Consultant, Indy works closely with customers to help them understand and get the most out of their contact centre technology, bringing years of experience across workforce management, support, training and consultancy.

We spoke to Indy about her journey, how the industry has changed, and what she’s learned along the way.

What first brought you to SVL?

A lot of people think I’m from a planning background, but I’m actually not! I left university with a degree in IT and got a job in customer service, working on customer enquiries, issues, support tickets and so on.

I started branching into workforce management, learning the IEX system whilst working on a support desk. I found the forecasting and scheduling really interesting, then moved into training, going out to contact centres and teaching planners how to use the software.

Eventually, I joined SVL after I was made redundant. SVL was one of my customers, so I reached out to the team and they said they would love to have me because of my WFM experience.

SVL was my first choice because it had that real family feel. In a big organisation, you can get a bit lost. At SVL, everyone has each other’s backs, and you feel more valued.

How has your role changed over the years?

I started in support again, but felt I could do a lot more for the business because of my training background. I had a chat with Richard and he said, “Why don’t you go into solutions consultancy? You’d be really good at it.”

I’m naturally quite good at talking to customers, and it’s something I enjoy, so it felt like the right fit. I think the key is explaining things in a way people can understand. So many people get stuck in technical jargon, but it works better when you can talk to a person at the same level.

Then CXone came along, and I was blown away. I’d gone from this small WFM bit to a massive platform. It’s WFM, QM, analytics, call recording – the whole thing came together.

What have you enjoyed most about your time at SVL?

It’s probably the development and career progression. I’ve moved from support into consultancy, built on what I already knew and kept learning as the technology has changed. I’ve gone from WFM into QM, analytics and looking at the whole customer journey.

I also like the way we work as a company. Because we’re a smaller team, we all wear various hats. I’m a Solutions Consultant, but I help out in support as well. We all muck in and try to get everything over the line.

How have you seen the industry evolve over the years?
When I started, planning and WFM were centred around spreadsheets and forecasting for voice.

Now we’ve got this whole omnichannel approach and we’re online 24/7, seven days a week. Businesses need the software to meet that customer demand.

Agents are working across channels, sometimes at the same time, and we’re also seeing chatbots and agentic agents that can be there around the clock, understanding the language customers are using and helping them whenever they need it.

What’s the most important lesson you’ve learned over the years?

The most important lesson is to listen. Sometimes someone starts talking, and you make an assumption. But you have to listen to what people are actually saying and really try to understand it.

It’s about listening, understanding, having empathy and trying not to judge. Just talk to people and understand where they’re coming from.

Are there any key moments you’d like to highlight?

SVL being a NICE Platinum Partner for two consecutive years is a massive achievement. I don’t think we should ever underplay that. As a company, we all deserve a pat on the back, because it’s not something they just give out.

We had to make those sales, and our customers believed in us. I hope when we’re out there talking to them, they see that we’re genuine. We’re not trying to sell you a dream and walk away. We’re there with you, helping you throughout the whole of your journey.

What’s next for you and SVL?

For me and the business, it’s about getting on board with the new technology and learning the new software that’s coming out. Everything is coming together as one platform, so we’re all upskilling, learning new things and seeing how each bit affects the other bit.

I’ve started doing a course on agentic agents, understanding how they work, how to configure them, and how to build things like intents and utterances. It’s definitely an exciting time!