3 minute read
By Susanne Pitts
Posted in Customer Engagement
Leveraging Automation to Redesign Your Quality Program
November 4; CRMXchange Virtual Conference QA
Verint’s Siobhan Miller, vice president, portfolio market strategy, will present this webinar at 2 p.m. ET. Automation can bring many benefits to your organization, including easy workflows and more accurate assessments. So how can you redesign your quality program to leverage these benefits and manage the changes? Session attendees will hear about:
KM World 2019
November 4-7; Washington DC
Verint’s John Chmaj, senior practice director, knowledge management, will present “Digital Workspaces of the Future: Industry Insights” at 11:45 a.m. on the 5th. How can we best merge knowledge management (KM) into multiple channels, to give the best information—just in time—at each touchpoint? How can we take advantage of emerging AI and automation tools to increase organizational efficiencies? A combination of forward thinking and tried-and-true methods are needed to evolve knowledge into these exciting interactive workspaces of the future—for employees in the contact center and beyond, as well as your customers. This session will explore what's new to consider in these emerging AI technologies and tools, and how to apply KM best practices with new knowledge automation technology to drive the best outcomes from each interaction.
Contact Center Innovations 2019
November 6; Online Webinar
Verint’s Kelly Koelliker, director, content marketing, will present this content along with a panel of other experts at 2 p.m. ET. What were the breakout trends in the contact center in 2019? Join our panel as they uncover which trends firmly took hold in 2019 and the ones poised to play a bigger role in 2020. Webinar attendees will learn:
Greater Toronto Call Centre Show
November 7; Toronto, Canada
Verint will be participating in a panel discussion called “Raising the CX Bar: Raising the Bar with Technology: Customer Stories” featuring Monique Alderman, senior manager capacity planning, CIBC Contact Centers at 2 p.m. ET. While human interactions always matter, technology plays a critical role as well. How does your organization’s story and your own journey using technology help you create a better customer experience? Attendees will find out.
Leveraging WFM Throughout the Enterprise
November 13; CRMX Virtual Conference WFM
Verint’s Andressa Marlan, manager, product strategy, will present this content at 2 p.m. ET. Creating a schedule that meets your organization’s unique needs and balances employee individualism regardless of what they do, where they are, or what channel they’re handling can be a challenging task. Whether it is balancing a variety of shifts on a single channel or developing full-time shifts that can cross channels, languages and geographies, attendees will learn how to develop a WFM plan that can:
Future Branches 2019
November 18-20; Austin, Texas
Verint’s Pete Daugherty, director of client management, Kiran Analytics, A Verint Company, and Stephen Griffin, senior vice president, branch and ATM distribution planning, Regions Bank, will present “Finding the Right Staffing Levels and “Banker” Types to Meet Service and Sales Goals” at 2:55 p.m. local time on the 19th. Attendees will hear a discussion of how customers prefer a blend of in-person and digital when interacting with their bank—and how predictive analytics and advanced scheduling help to make sure the right bankers with the right training are in the right branches. This enables banks to choreograph branch interactions so that service levels are optimized and opportunities are maximized.
Branch Transformation 2019
November 19-20; London, United Kingdom
Verint’s Jim Delapa, general manager, Kiran Analytics, A Verint Company, and Russell Galley, managing director (MD), Halifax UK, will present "The Continuing Critical Role of the Branch: an MD’s Perspective (fireside chat)” at 2 p.m. local time on the 19th. Attendees will hear an MD’s perspective on the role of the branch, including emerging trends in technology, customer experience and regulation; the outlook for omnichannel customer engagement; and colleague roles, skills and tips for well-being. Also to be addressed will be how Halifax has led the change in optimizing its workforce through effective tools, processes and leadership.
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