In customer experience, some answer calls, but some build trust. Some resolve issues, but some engineer outcomes. Sagnick Mondal, Customer Support Executive in Operations at Fusion CX Kalyani, belongs to the second group of professionals who actively shape and elevate the customer service experience.
Over the past few years, as artificial intelligence has grown faster, smarter, and more capable, a quiet question has followed the customer service industry: what remains for the human on the other end of the line? Not in a conference room or think space, but the answer emerged on live calls with real customers on the other end.
Technology supports the process. Empathy completes the experience. In this intersection of intelligent digital tools and human capacity for empathy, instinct, and genuine connection, advantage belongs to organizations or people that embody both. And Sagnik has been putting this formula for the future of customer experience into practice every single day.
The Setup Before the Work Begins
Ready Before the First Call
Reliable, disciplined and with a purpose: this young and grounded professional clearly knows the criticality of readiness. Sagnick arrives 15 minutes before every shift. Systems logged in. Tools open. Emails and process updates checked — all before the shift starts. By the time the first call arrives, Sagnick is prepared. The team huddle follows: daily targets, CES, AHT, and what the floor needs to know. Then calls and chats are handled with one technique that separates efficient agents from exceptional ones; he updates the case while still on the call. Not after. During. After-call work stays minimal. Availability stays high. The customer’s wait becomes shorter.
Before logging off: performance reviewed, notes closed, end-of-day update shared with his Team Leader. The shift ends clean. No unfinished threads. This is not a workflow. It is a personal standard, built quietly, held consistently.
Human + Tech
The equation he runs on every call
The workflow looks simple from the outside. AI tool identifies the solution — Sagnick uses those seconds to actually listen. CRM holds the customer’s full history, every email, every prior call — he reads it before the conversation starts, so the customer never has to repeat themselves. Knowledge Base resolves the complex case in one contact — the customer hangs up not just with the issue closed, but settled. The difference between a closed ticket and a restored trust.
This is not a workflow. It is a philosophy — one Sagnick runs so consistently it has become instinct. The technology at Fusion CX is real, and it is good. But technology is only as intelligent as the person deciding when to use it, how to use it, and when to put it down and simply be present. That decision, made correctly on every call, is what separates a transaction from an experience.
Three Calls He Has Not Forgotten
Impact Over Metrics
An elderly customer’s payment had failed. Sagnick used the AI tool to locate the issue fast, and while the system worked, he kept the customer calm, talked them through each step, and ensured they felt safe rather than stranded. They left a positive comment. He remembers the person and the experience stayed with him, powering his daily commitment to every call that follows.
A second customer had been disconnected twice before reaching him. They arrived carrying that exhaustion — the weight of having to explain everything a third time. Sagnick opened the CRM, read the previous notes, and started from where the last conversation had ended. The customer did not have to say what had already happened. He stayed until it was fully resolved.
A complex technical issue. One call. Fully resolved. First contact resolution — achieved, not by luck, but by knowing the Knowledge Base well enough to use it when it counts.
How He Stays Sharp
Learning is a daily practice
Sagnick does not wait for a training cycle to update his skills. Weekly huddles are where new processes and tools surface first — he attends and takes notes. The internal Knowledge Base is where he checks accuracy before answering anything. LinkedIn Learning is where he goes on his own time to learn industry trends. Quality Analyst feedback is where he finds the specific, granular information about his own performance that general metrics cannot provide.
He also pays attention to what the interactions themselves reveal. CSAT surveys and customer comments are not end-of-month reading for him — he reviews them to spot patterns, understand what driving dissatisfaction, and bring recurring issues to his Team Leader before they compound. When the same problem appears repeatedly — a website bug, a process gap — he logs it in the CRM so it reaches the people who can fix it. He collaborates with IT to report system issues quickly. He shares new and unusual customer cases with Quality and Training to strengthen the knowledge base for everyone.
This is not overreach. It is the behaviour of someone who understands that a floor improves when the people on it act like they have a stake in the outcome — because he does.
The Cultural Dimension
Every customer brings a context
Sagnick adjusts his tone and speaking style based on who he is speaking with. Formal language when the interaction calls for it. Careful listening to understand language preferences. He factors in time zones and local holidays — not as protocol, but as basic respect for the person on the other end. The goal, in his own words, is to keep every interaction ‘human and personalised,’ regardless of the channel, the volume, or the complexity of the issue.
He handles frustrated customers with the same frame: stay calm, listen carefully, use all the tools available to find a solution quickly, and never let the customer feel that their frustration is an inconvenience. What drives Sagnik in these moments is something straightforward: he enjoys helping people solve problems, and he values hearing that satisfaction and relief in customers’ voices.
What He Does When the Floor Goes Quiet
Running, Resetting, Returning
Regular exercise helps him clear the intensity of the day — physically first, mentally soon after. Movement resets him. It releases the pressure of high call volumes and real-time problem-solving, so he returns sharper and more focused. He plays games — a reminder of a younger ambition to become a professional athlete. That competitive spark never left; it simply evolved into discipline and drive.
He reads. He listens to music. Quiet activities that create distance from the screens and systems he works with all day. In those moments, there are no KPIs, no dashboards — just space to recharge.
And then there is home. He returns to his mother and family. When time allows, he takes his mother to places she wants to visit – small trips, simple moments, unhurried conversations.
There’s no dashboard there. No targets. No service levels.
Just time. Just presence.
And sometimes, that’s the most important reset of all.
What He Would Tell You
His advice to anyone considering a career in customer experience is be open to learning new technology, particularly AI tools. Build empathy and communication skills — make customers feel genuinely heard. Stay positive, stay disciplined, and manage your time with intention. ‘In this fast-paced environment,’ he says, ‘those three things are what let you succeed and grow.’
Working at Fusion CX has sharpened his technical confidence — CRM systems, AI assistants, analytics tools — while deepening his ability to handle difficult situations calmly and explain things clearly. Tracking his own KPIs has taught him discipline and what it means to work with precision under pressure. The support of his Team Leader and colleagues, he notes, has made all of it possible.
Where Purpose Meets Action
There is a kind of discipline that looks like professionalism from the outside but is actually deeply personal. The person who logs in 15 minutes before their shift doesn’t do it because policy says so — they do it because they cannot afford a slow start. The person who resolves a case on the first call doesn’t do it to hit an FCR target — they do it because they understand, instinctively, what it means when someone’s problem goes unresolved.
Young, grounded, and moving toward something specific, Sagnik already knows why he shows up. The question is whether you do. Step into a role where every interaction matters, where technology meets empathy, and where your work shapes real experiences.