2 minute read
By Susanne Pitts
Posted in Customer Engagement
Engage on the Road: Asia Pacific
August 29 – September 7
Verint’s Engage on the Road travels to Melbourne, Australia on September 5 and Sydney on September 7. Engage on the Road gathers colleagues, peers and partners for inspiration and collaboration and offers opportunities to help Asia Pacific customers make the most of their Verint solutions. Attendees can learn from experts who will share their expertise, insights and perspectives on maximizing customer and employee engagement.
SSON’s Intelligent Automation World Series Live 2018
September 11-14; Online Webinar
Craig Seebach, vice president, business strategy enterprise workforce engagement, will present “Managing the Combined Human and Digital Workforce: One Approach to Success” at 9:30 a.m. ET on September 12. Attendees of this webinar can learn how the latest innovations in Robotic Process Automation are smoothing the transition between the digital and human workforce to improve efficiencies, reduce errors, and increase employee engagement.
September 17-19; Nashville, Tennessee
Sears’ Kendra King, director, quality and performance management, and Verint’s Siobhan Miller, vice president, portfolio market strategy, will discuss “Performance Evaluating—the Magic Wand!” at 10:45 a.m. CT on September 18. Attendees can learn how to keep employees engaged and happy while reducing attrition and improving customer interactions with these tips:
1) Identify tactics—from what’s on the form to coaching—to improve agent quality
2) Follow best practices in developing agent skills
3) Understand how technologies can help focus on the agent skill gaps that are most critical to close
Game Changing Breakthroughs in Knowledge Management
September 18; Online Webinar with KMWorld
Kelly Koelliker, director of content marketing, will present at 2 p.m. ET. This webinar will discuss ways in which new technologies—such as cognitive search, machine learning, natural language processing, mobile email management, and new policy efforts—are amplifying the value of knowledge management in the workplace. Webinar attendees can discover game-changing breakthroughs that elevate knowledge management in organizations to boost business performance.
CONSERO - Contact Center Forum
September 23-25; Newport Beach, California
Omar Kassem, regional vice president of sales, west region, will participate in a lively panel of customer care executives from Kroger, Florida Blue, HomeSmart International, Stuller and ABB Optical Group on “Capturing and Using The Voice of the Customer” at 8 a.m. PT on September 24. The panel will discuss various topics such as how customer interactions are evolving, how to move to a more relationship-based model, and how to store, develop and master customer information. Regarding customer service representatives, panelists will explore how to instill an appreciation for the voice of the customer and more.
How to Develop a Digital Voice of the Customer Action Plan
September 27: Online Webinar with CRMXchange
Mark Treschl, Chief Customer Officer, Voice of Customer Solutions, Verint and Carmit DiAndrea, VP, Portfolio Marketing Strategy, Verint, will present in this webinar at 2 p.m. ET. They will discuss best practices for collecting and analyzing data across channels, including four steps for richer insights and better business outcomes. Between them, they will also share how large financial institutions have improved their contact center operations with implicit and explicit digital VoC feedback and vice versa.
To discover more about Verint’s global events, click here.
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