Profile Overview
Name: Sid Kumaran
Company: Cresta
Current Position: Vice President Sales - West
Location: Los Angeles, California
LinkedIn Profile: [Sid Kumaran on LinkedIn](https://www.linkedin.com/in/sidkumaran)
Education: University of California, Berkeley
Professional Background
Sid Kumaran has an extensive background in sales and strategy, particularly within the technology and AI-driven customer service sector. His role at Cresta has evolved significantly over time, showcasing a trajectory of increasing responsibility and influence within the company.
Key Positions and Roles
- Vice President Sales - West, Cresta: August 2023 - Present
- Senior Director - Go-To-Market Strategy, Cresta: September 2021 - August 2023
Professional Skills and Expertise
- Sales Process Management
- Online and Digital Marketing
- Mobile Devices Strategy
- Real-Time Coaching and AI Implementation in Contact Centers
Notable Initiatives and Contributions
- AI and Real-Time Coaching: Sid Kumaran has been instrumental in implementing AI-driven real-time coaching in contact centers. This initiative has shown significant improvements in sales conversion rates and overall agent effectiveness. For instance, incorporating real-time coaching raised a client's sales win rates from 10% to 15-16%.
- Webinar Leadership: Kumaran frequently hosts webinars and leads discussions on sales effectiveness and strategy. Notably, a webinar co-hosted with Brittany Bell focused on the impact of real-time coaching on different types of contact center agents.
Hiring and Team Expansion
- Current Recruitment Drive: As of June 27, 2024, Sid Kumaran is actively hiring for a Head of Sales Enablement and Strategy, a critical role that reports directly to him. This highlights Cresta's ongoing expansion and focus on strengthening their sales capabilities.
Strategic Focus Areas
Sales and Revenue Growth
Sid Kumaran’s tenure at Cresta has seen a concentrated effort on:
- Optimizing Sales Processes: Emphasizing behaviors like 'Recommending' and 'Discovery' and integrating these into agent training for better sales outcomes.
- Assuming the Sale: Encouraging agents to adopt assertive closing techniques, which has proven to significantly lift conversion rates.
Real-Time Coaching Benefits
Real-time coaching, a cornerstone of Cresta’s strategy, focuses on:
- Improving Outcomes: Enhancing sales, customer retention, and overall agent performance through targeted coaching.
- Segmented Impact: Notably assisting low-performing agents and new hires, thereby improving overall contact center performance and agent satisfaction.
Technology Integration
- AI-Driven Solutions: Integration of AI to assist agents in real-time, which includes features such as Cresta Insights, Cresta Coach, and automated summarization tools designed to boost agent performance and efficiency.
Conclusion
Sid Kumaran is a pivotal figure within Cresta, driving key sales strategies and leveraging AI to enhance contact center performance. His leadership in real-time coaching and sales enablement is not only enhancing individual agent performance but also contributing to Cresta's overarching goal of transforming customer service interactions through advanced AI solutions. His efforts in expanding the team and focusing on critical hires underscore Cresta’s commitment to continued growth and excellence in sales strategy.
