2 minute read
By Susanne Pitts
Posted in Customer Engagement
SWPP Annual Conference
June 6; Nashville, Tennessee
Verint’s Katherine Gomez, application consultant, will present “60 Ideas in 60 Minutes—Tips & Techniques for Making the Most of Your WFM Software” at 10:15 a.m. CT. Moderated by Penny Reynolds, founding partner, The Call Center School, this fast-paced session features a panel of experts that will provide a practice idea each minute—offering attendees practical tips on workforce engagement and how to get the most from a workforce management investment from the early planning stages, implementation, training and beyond.
New Research Results: Back-Office Can Make or Break Customer Engagement
June 19; Online Webinar with Aberdeen Group
Did you know errors and delays in the back office have been cited as the #2 cause of customer dissatisfaction? While customer experience hasn’t been the focus of most traditional back-office departments, that is changing. Attendees of this 11 a.m. ET webinar led by Aberdeen Group’s Omer Minkara, VP and principal analyst, contact center & customer experience management, and Verint’s Mary Lou Joseph, director, content marketing, will hear the results of Aberdeen and Verint’s original research about the impact that back-office automation and efficiency are having on customer experiences and operational efficiency. Attendees will explore the latest trends and statistics, the top five back-office challenges hindering customer experience and operational performance, and recommendations for overcoming them.
Customer Contact Week
June 19; Las Vegas, Nevada
Verint’s Carmit DiAndrea, VP, portfolio market strategy, Siobhan Miller, VP, portfolio market strategy, and Allianz Worldwide Partners’ Nate Ford, speech analytics analyst, will present “Empower, Improve and Transform Your Contact Center with Automation” from 11:15 a.m. – 2 p.m. MT. Today’s leading brands are adopting automation to evolve customer and employee engagement, and to drive loyalty, satisfaction, revenue and efficiency in their contact centers. Attendees of this session will learn best practices for extending competitive advantage by:
Optimize Your Workforce: Intelligent WFO Strategies for More Productive Agents
June 20; Destination CRM Roundtable Webinar
Verint’s Kelly Koelliker, director of content marketing, will participate in a roundtable at 2 p.m. ET on creating good customer experiences in a contact center environment—and how that should start with creating great agent and supervisor experiences. This can happen through more effective training and coaching, combined with easier access to tools and information to help them do their jobs better and more efficiently—thus helping to create better customer experiences, more productive agents, and lower agent turnover. Join us for this month's expert panel roundtable webinar and learn the latest on intelligent workforce engagement solutions.
Did you like this story?
Subscribe for more Customer Engagement insights