2 minute read
By Susanne Pitts
Posted in Customer Engagement
Destination CRM Webinar Event—Smart IVRs: For Better Customer Experiences
June 17; Online Webinar
Verint’s Michael Southworth, General Manager, Intelligent Self-Service, will present the above content at 2 p.m. ET. Interactive voice response (IVR) software is still the workhorse of customer self-service, especially in the voice channel. Nevertheless, managing large volumes of customer queries in a cost-effective way while delivering superior experiences is uniquely challenging. Attendees of this webcast will learn about the advances in IVR that have helped elevate it past the traditional menu trees—a list that now includes chatbots, callback integration, omnichannel support, visual IVR, natural language processing, and artificial intelligence. Join our expert roundtable and learn how the twin goals of reduced costs for the voice channel and delivery of optimal customer experiences can be accomplished.
Forrester CX North America
June 16-18; Online Webinar
Verint’s Eric Head, VP, Experience Management, and Anna Marie Redmond, VP, Client Experience Director, Sterling National Bank, will present “New Banking CX Data: Journeys and Changing Values” at 1 p.m. ET on June 18. Attendees will hear how banking CX has changed based on insights from our latest Verint Experience Index and learn how to connect data and collaborate to meet expectations.
RPA LIVE 2020
June 22-24; Online Webinar
Verint’s Craig Seebach, VP, Strategy, Workforce Engagement Solutions, will present “Measure and Manage Your RPA Workforce Seamlessly with Your Employees” at noon ET on June 23. How do you factor RPA robots, or your virtual workforce, into your capacity plans? Do you have a means of shifting and tracking work between your virtual workforce and your staff? What performance metrics do you use to measure virtual worker performance? Session attendees will learn how to seamlessly manage a virtual workforce (robots) along with staff to ensure they are capturing the speed and capacity gains from RPA and creating the right balance between resources, costs and service.
Banking CX: Agile Strategies for Strange Times
June 24; Online Webinar
Verint’s Karly Szczepkowski, Research Analyst and Verint Experience Index (VXI) author, and Eric Head, Vice President, Verint Experience Management, will present the above content at 1 p.m. ET. This team will explore the new Verint Experience Index—a banking report that surveyed banking customers prior to and during the COVID-19-related shift to staying at home to see how social distancing impacts customer journeys, values, and decision making. In this webinar, our customer experience experts will discuss recommendations banks can implement now to stay agile throughout the rest of 2020—and keep listening for a successful long-term VoC strategy.
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