2 minute read
By Susanne Pitts
Posted in Customer Engagement
Better Together: Best Practices for Combining Voice of the Customer and Operational Insights
February 6; Verint Webinar with Ventana Research
Verint’s Shannon Latta, vp, marketing and communications, and Mark Smith, CEO and chief research officer, Ventana Research, will present this content at 1 p.m. ET. Are you really listening to your customers? While analyzing customer surveys and monitoring conversations in the contact center are both good, they are not enough. Take this opportunity to rethink how you define operational data so that you don’t miss what your customers are telling your organization. Smith and Latta will discuss three best practices for bringing together experience and operational insights to help perfect the customer relationship.
Preparing for the Future of WFM
February 11; CRMXchange Roundtable Webinar
Verint’s Kelly Koelliker, director, content marketing, will present as part of this roundtable webinar at 1 p.m. ET. Without the right tools in place to meet the staffing demands of increasingly complex contact center environments, managers can struggle to reach their objectives. Today's workforce consists of two types of employees: traditional workers and automated bots. Verint will discuss how this hybrid workforce is a win for both customers and employees—and how WFM teams of the future will need to account for this robotic workforce and adjust accordingly. Attendees will discover and experience solutions that can help improve service levels while keeping costs in check.
The Top Trends for KM for 2020
February 25; KMWorld Webinar
Verint’s John Chmaj, senior practice director, knowledge management, will present this content at 2 p.m. ET. From the growth of cloud computing and mobile workers to the rise of new collaboration tools and intelligent search technologies, the world of knowledge management continues to evolve rapidly. Along with all that come new challenges and opportunities. Attendees will discover how the top trends in KM and information discovery can make a positive impact on their organizations.
Contact Center as a Service (CCaaS) and WFO: Together or Separate?
February 27; Verint and Society of Workforce Planning Professionals (SWPP) Webinar
Verint’s Kristyn Emenecker, svp, product strategy group, and Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics, LLC, will present this content at 2 p.m. ET. The new decade is off to a roaring start as an increasing number of contact centers move to the cloud. However, the decision to give up the burden of self-managing infrastructure is not the only choice to make. More and more WFM professionals find themselves in the middle of a new choice: should their company consider an all-in-one Contact Center as a Service (CCaaS) that has WFM included, or should they follow the traditional best-of-breed path? What are the pros and cons of each option? Or, can you have the benefits of both best of breed AND all-in-one? Join McGee-Smith as she helps us discuss the options, the future of WFM, and the choices that will dominate the new decade. Webinar attendees will learn:
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