At Verint, we understand that education plays a vital role in the successful deployment and ongoing operation of your Verint solutions. We offer online webinars on a regular basis. Check back to view the latest upcoming and recorded Verint webinars.
Date: March 30, 2017 | Time: 10:00am PT / 1:00pm ET
With the rise of self service yielding more empowered customers, and the increase in available channels (think Facebook Messenger and Alexa for example), customer expectations are changing and the complexity required to solve customer service related issues has never been more challenging. To keep pace with this new breed of customer who is smarter, more engaged, connected and informed than ever before, organizations must also become smarter and more connected.
Join guest speaker Kate Leggett, VP and Principal Analyst of Forrester Research and Kelly Koelliker, Director, Solutions Marketing of Verint on March 30 @ 10 AM Pacific for a live one-hour webinar to learn what this means for the contact center.
Contact Centers must be “Intelligent” to meet customers when and where they are, providing connected service on a variety of channels. Over the course of their daily lives, a customer may need to interact with an organization via self and assisted service, on a mobile device, through social media, and other channels. Service across these channels must be connected, contextual, and consistent. With tools like knowledge management, analytics, automation, prescriptive advice and a unified desktop your employees are well-equipped, enabled and empowered to guide customers (and exceed their expectations!) all the while making it easier for them to do business with you.
Watch on Demand!
While knowledge management is a technology solution, you must do more than simply install the application to see the benefits you expect. Best practices around article structure, navigational hierarchies, knowledge adoption and more can have a tremendous impact on the success of the solution. Hear from Verint’s knowledge management experts as well as real customers on what best practices have helped them succeed. On this webinar, you will learn:
You've probably heard about all of the benefits of knowledge management - faster, more accurate calls, lower costs, and happier customers. Knowledge management can improve the speed, quality, consistency and agility of your contact center. You'd love to see those benefits at your organization, but how can you get your project funded? In the midst of competing priorities and slimming budgets, how can you convince key stakeholders of the value of such an investment? On this webinar, you will learn:
Often times Business Process Improvement (BPI) has been a bottom up, local initiative to improve the performance of one functional group. Unfortunately, this approach had limited value, created complexity as each function had their own processes, and groups lacked the tools to measure the impact of their changes on other functions.
Listen to Mark George, Managing Director, Global Operations and Process Transformation at Accenture and Craig Seebach, VP, Workforce Optimization Business Strategy at Verint, as they discuss a customer outcome approach to BPI. This approach takes a top-down view, looking across functions and processes to:
Customer service productivity involves more than simply improving handle time. To truly advance employee productivity, customer service agents must be more efficient while still maintaining or improving the quality of the service interaction. Knowledge Management is a critical element for creating this balance of efficiency and quality. Whether it’s through optimizing processes, improving access to information, or speeding wrap-up time, organizations can significantly improve the efficiency of service without sacrificing quality. On this webinar, you will learn:
As customer service inquiries become increasingly complex, customer expectations for effortless, effective service remain higher than ever. Training and memorization are no longer sufficient to empower your employees with the information they need. For organizations seeking to provide high quality interactions for complex service inquiries, knowledge management can yield significant benefit. On this webinar, you will learn:
Outlining necessary infrastructure and technology to manage security operations
Our 'Ask the Experts – Employee Desktop' session (also referred to as Agent Desktop), is designed to provide you with a forum to ask your pressing Employee Desktop questions, and to learn how your organization can benefit from this solution. Join this no-nonsense Q&A style webinar, and pose your questions directly to our experts.
Top 5 Tips for Improving Customer Engagement in the Digital Age
The forces of digital disruption and the shifting work styles of next-generation employees are requiring organizations to become more focused and responsive to the needs of both customers and employees than ever before. By empowering your agents with the right tools, you make life easier for your customers by giving them the right answers to their questions the first time.
Your Marketing, Customer Experience, and Operations teams each play a role in engaging customers and delivering outstanding experiences. But if they operate independently and don’t coordinate their efforts, they might be contributing to high effort for your customers and a disjointed brand message. Watch this on-demand webinar and learn how you can bridge the gaps between functional areas, leverage data more effectively, and build stronger—and more profitable—customer relationships.
Have you consistently collected Customer Experience data but struggled to translate the insights into long term business process change? If so, you’re not alone.
In this session we will look at how customer journey mapping enables us to understand the holistic end-to-end journey and drive optimal business processes, creating a win-win situation. Your customers get an effortless experience. You get consistent outcomes, efficient processing, lower costs - and happy, satisfied customers.
Smart customer service organizations know they must balance the needs of the customer with the needs of the employee and the organization. However, this can be difficult—and even impossible—to accomplish across multiple channels, especially if your organization is relying on a legacy system designed for older use cases. Fortunately, today's workforce optimization tools are adapting to new multichannel environments.
The forces of digital disruption and the shifting work styles of next-generation employees are demanding action of organizations to become more focused and responsive to the needs of both customers and employees than ever before — becoming "Seriously Smart Organizations".
Join us for a different kind of webinar with guest Ian Jacobs of Forrester Research and Scott Hays of Verint, as they hold a rapid fire dialogue and debate 5 key questions seriously smart organizations must tackle for the new workforce reality.
Social media has shaken up the customer service world. If customers are not happy they often vent their frustrations and tell the whole world via social media. However, there are many benefits to adding social media to your customer service strategy. In this webinar, we will be looking at 10 strategies around leveraging Social Media in Customer Service.
Guest speakers Maria McCann of JoHo Ventures and Rachel Lane of Verint will join Jonty Pearce of Call Centre Helper to discuss the latest trends, tips and how to integrate multiple channels into the contact centre.
Verint is delighted to announce the following Quality Monitoring webinar hosted by -Kristyn Emenecker - Global VP, Enterprise WFO Practice (with over 20 years QM experience).
Analytics-Driven Quality is the game changer in the world of Quality Management. Analytics-Driven Quality is helping organisations move beyond random sampling by taking a more strategic, customer-focused approach to quality evaluations by using the Voice of the Customer analytics. By understanding the reasons for each call, appropriate actions can be taken, reducing repeat calls and contact centre costs while enhancing customer satisfaction.
Join this webinar to understand how this low cost, short implementation, high impact, business solution can drive new opportunities for you as a Verint partner.
While many organizations are prioritizing digital channels such as Web self-service, mobile and social, people still play a critical role in customer service. Fact: phone remains the dominant channel and provides the best opportunity to make a connection with customers on a personal level. Issues that are particularly complex and close to the customer's heart, require human interactions which can create a lifetime of loyalty.
Join us for this 30 minute, no-nonsense webinar, in which guest speaker Ian Jacobs of Forrester Research, and Kelly Koelliker of Verint, will discuss how companies can enable agents to handle complex customer interactions that lock in loyalty.
Harvard Business School Professor Francesca Gino discusses the top four myths on what constitutes good employee performance. In this joint webinar with Craig Seebach, VP of Back-Office Workforce Optimization at Verint, Professor Gino offers suggestions on how to alter perceptions and gain real, measurable improvements in employee productivity.
Verint, the Security Industry Association (SIA) and Security Systems News (SSN) presented an exclusive webinar that details how Verint customers are harnessing big data. Learn how video intelligence integrated with big data can help mitigate security threats and provide rapid response time. The webinar is the second event in SIA’s and SSN’s 2014 Emerging Technology Webcast Series.
NowForce and Verint outlined the best practices for improving both routine security/safety operations as well as emergency situations. Learn how mobile broadband access and real-time data are changing the face of field response for critical infrastructure, public safety and security organizations. Plus, how to improve situation management and field response outcomes.