2 minute read
By Susanne Pitts
Posted in Customer Engagement
Best Practices in WFO
July 7; CRMXchange Roundtable
Verint’s Kelly Koelliker, Director, Content Marketing, will speak about these best practices at 1 p.m. ET. To best optimize the workforce, companies need to combine recording, quality management (QM) and other call center technologies into one console to oversee call center performance. WFO typically includes workforce management, QM, liability recording, coaching and eLearning, performance management, surveying and speech analytics. This roundtable will discuss best practices and actionable insights that can help optimize the call center—attendees will learn:
How WFH Demands Are Accelerating Automation in the Back Office
July 15; Webinar
Verint’s Craig Seebach, VP Enterprise WFO, and Kryon’s Daniel Peled, VP Channels, will explore these demands at 10 a.m. ET. Working from home used to be a perk, but due to COVID-19 it is now an integral part of an enterprise’s global workforce. As work-from-home becomes the new norm for many, enterprise leaders must address the unique challenges of managing a largely remote workforce so they can process more work, faster, and more accurately. Join this panel of experts to learn how seamlessly combining technologies such as Full-Cycle Automation and Back-Office Workforce Engagement solutions can transform back-office operations for the new #WFH reality.
Reopening the Doors: Addressing Compliance, Health, and Community-Focus Areas for Financial Organizations
July 16; Security’s Virtual Experience
Verint’s Courtney Mamuscia, Director, Marketing, will moderate this Verint webinar at 1 p.m. ET. Financial institutions across the country are considering their reopening strategies and timelines and evaluating the processes and guidance needed to ensure a safe and healthy environment. Whether you are a business leader, a security director, a fraud specialist, or a cybercrime investigator, you must adjust to new processes to address the potential risks prevalent in the current environment. In a Verint-hosted webinar, the speaker panel will discuss the current state of the financial industry and how banks can take the best approach to welcome customers back into their branches. Panelists will touch upon legal considerations and new regulations and address critical factors for developing a return-to-work plan that balances security and health safety, while keeping a close eye on other challenges such as how our communities will survive and thrive. Speakers include:
AI-Based Speech Analytics for Actionable Insights
July 29; CRM Roundtable
Verint’s Daniel Ziv, Vice President, Speech and Text Analytics, Global Product Strategy, will dig into these insights at 2 p.m. ET. Speech analytics tools have provided invaluable insights, helping leading organizations manage the changing reality by analyzing the vast amounts of unstructured information pouring into contact centers—including agents working from home. All this information is essential for improving customer experiences, reducing costs, increasing compliance and achieving better business outcomes.
Tune in to this webinar and learn from a panel of experts why you should invest in AI-based speech analytics and what you can expect from these remarkable contact center technologies. Ziv will explore:
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