5 minute read
By Susanne Pitts
Posted in Customer Engagement
Kryon Automation Olympics
September 8; Online Event
Verint’s Craig Seebach, Vice President, Strategy, Enterprise Workforce Optimization, will present “Building a Winning Relay Team: Seamlessly Manage Work Between RPA Robots and Employees” at 10:30 a.m. ET. A winning team is made up of diverse talents—RPA robots and employees each have their unique strengths. Attend this session to learn how to:
Cloud Contact Center Solutions
September 16; Webinar (roundtable)
Verint’s Janae Forshee, Vice President, Cloud Portfolio Strategy, will present this content as part of a roundtable at 2 p.m. ET. Discover why business leaders will be favoring cloud contact center solutions over on-premises solutions so strongly over the next several years. Everything from scalability to cost controls to frequent iterations to improved customer experience will be on the table. Attendees will learn:
Five9 CX Summit
September 16; On-Demand Webinar
Verint’s Nancy Porte, Vice President, Global Customer Experience, Shane Moodyman, Director Service Workforce Development, PCG - Public Partnerships, and Ron Burnett, Enterprise Customer Success Manager, Five9, will present “Verint WFM: Helping Deliver PCG’s Service Level Commitments Wherever Agents Are.” How do you manage hundreds of service representatives while offering 30 different programs, each with a unique service level commitment—no matter where your agents are based? There is a way. Join us to hear how PCG has managed to do just that, seamlessly, with Verint WFM and Five9.
Combining AI, VA and Live Agents
September 17; Webinar (Roundtable)
Verint’s Jen Snell, Vice President, Product Strategy and Marketing, will present this content as part of a roundtable at 1 p.m. ET. How do smart, customer-centric experiences minimize the effort it takes to get resolution while maximizing efficiency for the business? Attendees will find out how to engage with customers across every channel—and how that provides an opportunity to grow relationships, capture intent-level data, and then apply it.
3 Essential Processes to Ensure Remote Employees Thrive
September 22, Webinar
Verint’s Nicole Nevulis, Senior Director, Strategy, Back-Office Operations, Craig Seebach, Vice President Strategy, Enterprise Workforce Optimization, and Prithwiraj (Raj) Choudhury, Lumry Family Associate Professor of Technology and Operations Management, Harvard Business School, will present this content at 11 a.m. ET. Join Harvard Business School Professor Prithwiraj (Raj) Choudhury and Verint’s Craig Seebach as they discuss the future and merits of a remote workforce. Raj will share his proprietary research on the “work from anywhere” movement. Craig and Raj will discuss and share essential operational processes needed to successfully manage a remote workforce, which include:
Craig and Raj will also share real-life examples of organizations that are helping the remote workforce thrive.
Frost and Sullivan Customer Contact Virtual – A Frost & Sullivan Executive Mind Exchange
September 22-24; Webinar
Verint’s Andressa Marlan, Product Strategy Manager, Customer Engagement Solutions, will present “Workforce Management: Innovate, Create, and Communicate,” at 3:05 p.m. ET on the 23rd. Innovate your workforce management program in order to create new efficiency opportunities. This interactive session will unpack three new approaches for improving your scheduling and transparency in today’s constantly evolving contact center environment. Attendees will learn how to:
September-October: Navigate & Thrive Campaign: Your 2021 Playbook for Success
The Navigate & Thrive campaign is all about supporting customers and partners as we continue to navigate the ever-changing dynamics of 2020 and looking ahead to make ROI impacts now and in 2021 while also adapting to the unique needs of the remote workforce. Whether your customers’ focus is on maintaining employee engagement with a remote workforce, advancing your digital strategy, or saving costs without sacrificing customer experience, Verint is here to help. A three-part series begins in September and moves into October:
Modernizing your contact center by leveraging AI and automation capabilities enables you to uncover insights and opportunities for optimizing customer service with the highest level of CX. Today more than ever the ability to intelligently address interactions between assisted, self-service and a hybrid workforce is critical. Join us to learn:
Whether in-person or remote, your employees are the face of your organization. Be sure they are engaged and empowered to effectively support your customers’ needs. Join us as we discuss how to:
Your team location has likely changed, but your regulatory requirements have not. Learn how to maintain your organization’s compliance while there is less oversight into agents’ daily activities. Attendees will learn how to:
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