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Verint Speakers: Improving the Customer Experience and Workforce Management

Blog: Customer Experience Management Blog - KANA Software

Society of Workforce Planning Professionals (SWPP)

April 4-6; Nashville, Tennessee

Verint’s Monty Deckard, manager, business applications, will present “Moving from Flexible to Fixed Schedules: “Reel” Advantages for Your Business” at 3:45 p.m. CT on April 5. Work-life balance is Globe-clocks_resized2increasingly important, so why would a progressive company such as Bass Pro Shops move from flexible, preference-driven schedules to fixed schedules instead? Attendees of this session will discover why and how Bass Pro took this approach—and what operational and human resource benefits have resulted from the change.

CRM Magazine Roundtable Webinar

April 5; Webinar

Verint’s Oscar Alban, marketing director, will participate in a panel to present “Improve Contact Center Operations with Speech Automation” at 2 p.m. ET. Gartner predicts that by 2020, customers will manage up to 85 percent of their business relationships through automated systems. If done well, these solutions can help organizations enhance customer service and increase profitability. Webinar attendees will learn what new speech technologies can do to further these efforts and how to evolve to analytics-driven quality monitoring—and impact the entire organization through its results.

Customer 360 Symposium

April 5; Hunter Valley, New South Wales, Australia

Verint’s Daniel Ziv, vice president, customer analytics, will present “Moving from Just Measuring Customer Experience to Actually Improving It!” at 11 a.m. AWDT. A successful CX program needs to not only measure customer experience but also continually improve it. This session will offer solutions and best practices to address some of the key challenges of traditional VoC and CX programs, including avoiding the potential bias of low survey response rates, eliminating over-surveying practices that annoy customers, collecting and unifying customer feedback across multiple channels, leveraging rich unstructured customer feedback sources as voice and text, and then translating customer insight into action, impact and ROI.

Destination CRM Webinar

April 13; Webinar

Verint’s Kelly Koelliker, director, global solutions marketing, will present “Top Strategies for Self-Service Success” at 2 p.m. ET. Attendees will learn how a successful self-service strategy requires looking beyond just self-service, how to reduce effort and improve the customer experience with self-service, and the critical impact of knowledge management in self-service.

The New Face of Digital Transformation – The Bank Branch

April 19; Webinar

Verint’s Jenni Palocsik, director, global solutions marketing, and IDC’s Marc DeCastro, research director, consumer banking, IDC Financial Insights, will present this webinar at 11 a.m. ET. Digital transformation continues across the banking landscape—first in how consumers engage with their bank, and now in how the bank engages with its customers. Do you have a clear understanding of how your existing branch network is functioning? Do you have a strategy to implement new technologies and support today’s digital customer?

According to DeCastro, “The end result of transforming the branch will be when the right mix of technology and personnel allows the bank to immediately engage with the customer as opposed to the customer engaging with the bank.” Learn how each of these five key focus areas is critical to successfully achieving digital transformation in the branch: audit, performance, technology assessment, implementation and refinement.

Ask the Experts – Enterprise Workforce Management

April 21; Webinar

Verint’s Craig Seebach, vice president, back office workforce optimization, and Scott Hays, vice president, global solutions marketing, will join Saddletree Research’s Paul Stockford, chief analyst, at 1 p.m. ET to offer a forum to ask pressing workforce management questions, and to learn how organizations can benefit from workforce management capabilities. This no-nonsense Q&A style webinar enables attendees to pose questions directly to this panel of industry and analyst experts.

Ask the Experts – Analytics-Driven Quality

April 27; Webinar

Verint’s Scott Hays, Daniel Ziv and Donna Denehy, director, enterprise workforce optimization practice, will present this topic at 1 p.m. ET. This environment provides attendees a place to ask analytics, speech and quality monitoring questions—and to find out how an organization can benefit from these capabilities. Like the April 21 event, this is also a straightforward, Q&A style webinar.

The post Verint Speakers: Improving the Customer Experience and Workforce Management appeared first on Customer Experience Management Blog.

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