4 minute read
By Susanne Pitts
Posted in Customer Engagement
SWPP: 2020 Virtual Summit for Workforce Management
August 3-31; Virtual Event
Three SWPP dates:
Verint’s Andressa Marlan, Product Strategy Manager, and Marissa Nichols, Director of Portfolio Market Strategy, will present “The 20’s in a Time of Dramatic Change” on August 6 at 11 a.m. ET. A century after 1920 kicked off a decade of dramatic social and economic change, 2020 is following its lead. But this time, we have advanced technologies to better adapt and overcome. In this session, Andressa and Marissa will discuss how to use these technologies as we transform the ways we plan, schedule and communicate with employees.
Verint customer MTD will speak to SWPP attendees on August 18 at 3 p.m. ET on the topic “From Spreadsheets to Workforce Management: A Story of Growth, Transformation, and Innovation.” Join this session to hear from Samantha Thompson, Quality and WFM Specialist, and Jeff Marvin, WFM Manager, of MTD Products, Inc., a Verint Monet customer implementing workforce management for the first time. MTD transformed their business by using workforce management to create efficient scheduling and staffing to track the most important KPIs. Not only did MTD look to remove manual work from forecasting, they wanted to empower their employees to have visibility into their schedules and take responsibility for their work as well as assist their customers via additional channels (chat, social, etc.). But how do you execute a solution and implement its use culturally within your business? Join MTD to find out.
Sponsor Spotlight – Verint | Redesigning the Workforce Management Experience: Verint’s New User Interface
Verint’s Jordan Sackley and Lisa Elbe, Solution Consultants, will present this content at 1 p.m. ET. Join Verint for a demo on “Redesigning the Workforce Management Experience: Verint’s New User Interface.” Discover the innovations that can help your staff and managers work more efficiently and effectively—a key benefit in today’s evolving work environment.
August 5-6; Virtual Event
Verint’s Nancy Porte, Vice President of Global Customer Experience, will present “Who Owns the Customer?” at 11:30 a.m. ET on August 5. Many different groups and leaders can make strong arguments that they own the customer and relationship. However, the answer isn't so cut and dry and likely varies from organization to organization. It may even vary further if you consider reactive problem-solving vs. proactive engagement. One thing is certain: customer engagement is the new business imperative—and to avoid customer confusion and frustration—it needs to be an orchestrated effort. Join Nancy as she explores this important topic.
Convergence of Fraud, Physical Security and AI to Increase ROI
August 6; Webinar
Verint’s Alex Johnson, Senior Director of Analytics and Strategy, ToolCASE’s Sam Piccolotti, Vice President of Business Development, and customer Jonathan Kirby, Vice President, Security and Investigations, Redstone Federal Credit Union, will present this content at 1 p.m. ET. Fraud prevention and risk management have long been managed in silos by separate fraud, risk and IT teams, which typically only collaborate after a security breach. But with the rise of AI and the digital transformation boom, a convergence of these functions is emerging—and increasingly becoming the recommended way to work. In this webinar, Verint, ToolCASE and Redstone experts will explain how applying AI and a risk-based approach can help manage security vulnerabilities and detect and predict threats before fraud occurs. The speakers will look at how shifting away from an autonomous security approach to a more structured convergence model can mitigate cyber and physical security vulnerabilities, and how new technologies such as AI factor into today’s converged security models.
Harnessing Cognitive Computing and AI
August 11; Webinar
Verint’s John Chmaj, Sr. Practice Director, Knowledge Management, Global Consulting Services, will present this content during this roundtable webinar at 2 p.m. ET. A new era of cognitive computing is unfolding and its impact is already being felt across industries, from preventative maintenance at manufacturing plants, to patient diagnosis at hospitals and the rise of sophisticated chatbots ready to assist us across the connected world. The goal of cognitive computing is straightforward: to simulate human thought processes in a computerized model. However, building, refining and reaping business value from cognitive computing systems and applications is another story.
Join John as he explores the following topics:
How to Transform Customer Experience Using Speech Analytics and Desktop and Process Analytics
August 27; Webinar
Verint’s Daniel Ziv, Vice President, Speech and Text Analytics, and Business Analysts Aura Altamiranda and Ana Hidalgo of Florida Power and Light will present this content at 1:30 p.m. ET. Verint customer Florida Power and Light shows how in a short amount of time the utility operationalized its solutions and, using them in combination, identified quick wins related to handle time, process improvement, and performance management opportunities.
Attendees will learn:
Contact Experience Conference (CEC)
August 28; Webinar
A Verint-sponsored session led by Kathleen Peterson, Chief Vision Officer, PowerHouse Consulting, Inc., will discuss “Contact Centers Today: The Management Balancing Act” from noon – 12:45 p.m. ET. Balancing act is defined as "a circus act in which a performer displays his or her balancing ability" (www.dictionary.com). Using this context, learn how to address the increasingly complex issues leaders often juggle in their contact centers. Using a unique style and humor, understand the three conditions that leaders frequently encounter: walking the tightrope of quality versus quantity, the trapeze of metrics and momentum, and the three ring circus of meddling management.
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