Verint Speakers: More Automation and Solving Issues with Communities
By Susanne Pitts
Posted in Customer Engagement
DestinationCRM Roundtable: Delivering Great Customer Experiences That Actually Achieve Measurable Business Outcomes
November 8; Online Webinar
Verint’s Raj Sivasubramanian, director, CX consulting services, will explain how to deliver CX initiatives that positively impact broader business objectives, such as creating customer loyalty, at 2 p.m. ET. Attendees can discover how to overcome common pitfalls that prevent CX initiatives from living up to expectations and best practices for prioritizing CX initiatives based on impact and metrics.
Top 5 Best Practices for Extending WFO Beyond the Contact Center
November 9; Online Webinar
Verint’s Craig Seebach, vice president, workforce optimization strategy, will present this content at 11 a.m. ET. The contact center is often just the start of the customer’s journey. After the order or inquiry is received, the work is executed in back-office processing areas that often lack the solutions and processes to maximize performance and meet ever-growing speed and accuracy customer expectations. Attendees will learn the top five best practices for extending workforce optimization beyond the contact center to improve productivity, capacity, quality, consistency and service-goal achievement in back-office operations.
Empower Your Employees with More Data, More Automation
November 15; Online Webinar
Forrester Research’s Ian Jacobs, principal analyst, and Verint’s Kristyn Emenecker, global vice president, product strategy group, will present this content at 2 p.m. ET. Although news about recent advances in automation technology may be creating employee anxiety, these capabilities can actually empower employees and make their lives—and those of your customers—even better. Attendees will learn how using technology to automate a quality program, from scoring through coaching, can produce real-life benefits for quality teams, as well as for frontline employees, customers and organizations as a whole.
The Customer Service Summit
November 16; New York City
Verint’s Jon Allen, vice president and general manager, social communities, will present “Proactive Social Care: Engage Your Online Community” at 4:30 p.m. ET. Attendees will learn how to proactively engage their communities to solve their issues before they become complaints, as well as raise awareness of social care channels and facilitate self-service, identify customers and potential issues on social networks, and learn when it’s appropriate to engage and when it is not.
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