2 minute read
By Susanne Pitts
Posted in Customer Engagement
Best Practices for Workforce Management
July 11: CRMXchange Webinar Roundtable
Verint's Andressa Marlan, manager, product strategy, will present "Best Practices for Workforce Management" at 1 p.m. ET. Workforce management has long been defined as ensuring that the right number of agents with the right skills are available at the right time to deliver the right level of support to customers. This panel will offer best practices, such as automating routine administrative tasks and building in more flexibility to meet the needs of today's rapidly evolving contact center environments.
The Future of CX: Listening, Analysis & Action on VoC Enterprise-Wide
July 11; Verint Webinar
Forrester's Faith Adams, senior analyst, and Verint's Ben Smith, global vice president & general manager, Customer Experience Solutions, will present "The Future of CX: Listening, Analysis and Action on VoC Enterprise-Wide" at 2 p.m. ET. While CX and VoC programs offer fantastic potential to spur widespread business improvements, Forrester CX Index data reveals that general CX quality levels have not improved in recent years -- despite this trend, some organizations are achieving great results. Organizations driving widespread and meaningful CX transformation understand that while a digital-first approach is critical, the contact center also offers significant complementary value and has the potential to become a hub for CX improvement. No line of business or channel should be viewed on its own -- after all, customers see one company. Webinar attendees will learn such items as the foundational elements of cutting-edge CX programs and developing VoC programs that help generate strong ROI -- and much more.
Putting it Together: Turning Data Privacy Compliance from Pain to Gain (Part Three of "The Rising Tide of Data Privacy Regulations" Webinar Series)
July 16; Verint Webinar
Verint's Siobhan Miller, vice president, portfolio market strategy, Verint's Iain Daws, director, content marketing, and Madelyn Gengelbach, principal, Market Tuning Group, will present "Putting it Together: Turning Data Privacy Compliance from Pain to Gain" at 2 p.m. ET. Regulatory compliance is a resource-hungry task that can be both a budget and headcount burden for businesses. How do you ensure that your employees follow your established compliance procedures? Can you keep the data you collect encrypted both in transit and at rest? Join us for a 30-minute webinar to explore practical examples of some common data-privacy compliance challenges -- and putting the processes and tools in place to help you achieve compliance. Attendees will learn about:
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