Breakout Session Descriptions

Please choose from one of the following Interests to filter the list:

Note: Many sessions will appear with more than one Interest. Sessions, including session titles and descriptions, are subject to change.

Interest 1 - Contact Center Workforce Optimization

Don’t Be Discouraged By Disparate Data

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-5

Disparate data remains a challenge for many organizations, resulting in everything from a less than true measurement of performance to incomplete business intelligence. Join this session to learn how you can better leverage and take advantage of your disparate data sources. ethosIQ shares a solution to capture and feed multiple data and/or media sources into your Verint Workforce Optimization applications via a single stream or report for a more accurate and holistic view of your operations.

Interest 1 - Contact Center Workforce Optimization

Enabling a New Customer Connection Program Using Customer-Driven Quality

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental B

One company’s adventure began more than one year ago with an effort to align its quality program and customer expectations. The company will share its successes and the hurdles it overcame during the first nine months of its Customer Connection program, which was rolled out across its call center operations and outsourcers. In addition, learn about the future outlook of the program and how a similar approach to quality could benefit your own organization.

Interest 1 - Contact Center Workforce Optimization

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 1 - Contact Center Workforce Optimization

Think Outside the Box - How to Optimize Analytics with DPA

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-2

Learn how to use Verint Desktop and Process Analytics (DPA) to further improve your business. In this engaging session, delivered by an actual DPA user, you'll experience examples of various trigger types currently in production. Participants will be inspired to apply these techniques to help solve unique challenges they encounter in everyday business life. [Also offered on Tuesday at 3:10 p.m.]

Interest 1 - Contact Center Workforce Optimization

Using Speech Analytics Data for Process Improvement

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-3

Last year, a health and well-being company shared how Verint Speech Analytics helped it transform the customer experience. This company returns to dive deeper into speech analytics and, in particular, using Speech Analytics data to drive change. Learn what more it has accomplished, how it is even better positioned today to capitalize on the voice of the customer, and how data visualization, coupled with stakeholder collaboration, is at the root of its resounding success.

Interest 1 - Contact Center Workforce Optimization

A Customer Feedback Journey, Continued…

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Continental C

Last year, a managed health care company shared its journey toward an enhanced quality process by combining analytics with customer feedback. This year, the company returns to share more of its evolution, including increased sample sizes, heightened understanding of customer expectations, and full customer feedback automation. Learn about the path it took, the significance this played in its quality program, its use of transcribed verbatim in speech analytics, and what’s in store for the future.

Interest 1 - Contact Center Workforce Optimization

Redefining the Customer Experience Battleground for Mobile Customer Service

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-2

In the new digital age, mobile and web are rapidly becoming the self-service channels of choice. However, organizations aren’t always delivering the mobile experience customers expect.Learn how organizations can deliver seamless integration from mobile to contact center. We will demonstrate some of these new techniques for mobile customer engagement and will walk through practical scenarios to help you better reach the 80 percent of consumers that are now contacting your call centers on smartphones.

Interest 1 - Contact Center Workforce Optimization

Somebody Tell Me – What’s Driving Calls Today?

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-3

Why are customers calling? It’s still the question of the day in most contact centers. One Fortune 100 company shares how it mines category data at the contact detail level to determine real-time changes in phone conversations to help it quickly identify call drivers. Hear about its broad-banded and narrow-banded approaches, and how it partners with others across the organization to make forecasting adjustments, shape quality review efforts, and more to improve member experience.

Interest 1 - Contact Center Workforce Optimization

The Back Office of the Future Can Be Now - Part 2

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-1

Building on the vision of the back office of the future described in Part 1, this session will focus on the changes in the WHAT, the work, and the HOW, the processes and technologies. Hear how work and processes will be managed in the future, from routing work to individuals to tracking work against end-to-end resolution goals, and how automation, cloud, core system refreshes, and interoperability will impact customer service operations.

Interest 1 - Contact Center Workforce Optimization

The Power of One Activity Workshop

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Continental A

What do you get with a wading pool, tennis balls, and a bucket from your favorite fried chicken joint? An entertaining and enlightening session perfect for those struggling with agent adherence! Learn proven techniques that show agents how important they are – and that one person really can make a difference – and gain a better understanding of the "Power of One" concept and the tools you need to socialize this information with management and peers.

Interest 1 - Contact Center Workforce Optimization

Think Outside the Box - How to Optimize Analytics with DPA

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-5

Learn how to use Verint Desktop and Process Analytics (DPA) to further improve your business. In this engaging session, delivered by an actual DPA user, you'll experience examples of various trigger types currently in production. Participants will be inspired to apply these techniques to help solve unique challenges they encounter in everyday business life. [Also offered on Tuesday at 1:40 p.m.]

Interest 1 - Contact Center Workforce Optimization

Desktop and Process Analytics (DPA) User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental B

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to DPA.

Interest 1 - Contact Center Workforce Optimization

Recording and Quality Management User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental C

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Recording and Quality Management.

Interest 1 - Contact Center Workforce Optimization

WFO IT Serviceability User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental A

This group is focused on serviceability features available in the WFO 15.1 release and what's planned in the future. Our goal is to reduce the ongoing support costs for your organization. With your input and real-world experience, we endeavor to enable WFO administrators to efficiently support their business users. We will gather ideas and input on what product improvements should be made in the product and processes to improve supportability of the product.

Interest 1 - Contact Center Workforce Optimization

Customer Experience Myths and Service Slips

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-3

Myths can quickly become perceived truths, if you’re not careful. Can the same be true for customer experience and customer service principles? This interactive discussion will cover some conventional wisdom and beliefs that may have a solid empirical basis, but are sometimes carried too far. Topics will include exceeding customer expectations, Net Promoter Score (NPS), responsiveness, and root cause analysis.

Interest 1 - Contact Center Workforce Optimization

Forward-Thinking Use of Engagement Management for Municipalities

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Ontario

Gain valuable insight into a regional municipality’s uses of Verint Engagement Management, including service requests and e-forms, to deliver better service to its back-end departments. Learn the unique ways it is enabling more-effective staff management and the innovative integrations it has developed to help its customer service representatives provide more well-rounded service to residents. Finally, learn how it links Verint Engagement Management with Verint Workforce Optimization to deliver even higher levels of service.

Interest 1 - Contact Center Workforce Optimization

How Verint Workforce Optimization Version 15.1 Can Benefit Your Organization

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental B

Hear how the online pharmacy fulfillment arm of a leading healthcare insurer migrated to Verint Workforce Optimization 15.1 to take advantage of the new Performance Management user interface, capabilities, and integrations with Coaching and eLearning. Hear about lessons learned and take away new ways to utilize performance management to improve employee productivity and engagement.

Interest 1 - Contact Center Workforce Optimization

Infuse Your Quality Program with Analytics to Take it to the Next Level

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-1

Want to find out who are the most engaging, collaborative, and productive employees in your organization? Want to use that information to drive positive behaviors from everyone? Take advantage of Desktop and Process Analytics and Analytics-Driven Quality to automatically populate QM evaluation fields and improve the sampling of contacts evaluated through Quality Management. We’ll show you how to use data from DPA and ADQ to drive better outcomes.

Interest 1 - Contact Center Workforce Optimization

Transform Your Training with Verint eLearning

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Erie

A leading mutual life insurer shares how to use eLearning and its built-in, web-based functionality to transform your training and continual learning offerings. Gain ideas on empowering employees to take charge of their development and on equipping your leaders with the tools they need to optimize employee performance. In addition, explore the benefits of developing and managing eLearning content so you can bring your content to life and leverage it across your workforce optimization applications.

Interest 1 - Contact Center Workforce Optimization

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 1 - Contact Center Workforce Optimization

Analytics, Continuous Improvement, and the IVR

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Lake Erie

Organizations have been able to gain an additional 30 percent to 40 percent performance improvement out of their interactive voice response (IVR) system. They do this by creating an analytics-driven continuous improvement program. Learn the best practices and beyond for creating such a program in your organization.

Interest 1 - Contact Center Workforce Optimization

Automating Quality from the Front End to the Back End

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-5

A leading mutual life insurer and Fortune 100 company is using speech analytics as insurance against a lack of automation and, in turn, poor results. Learn specifically how the organization is embracing and innovatively using speech to automate its quality process to the maximum potential possible, and driving automation across many other workforce optimization applications, such as scorecards, to help elevate agent performance and deliver stellar business results.

Interest 1 - Contact Center Workforce Optimization

New Verint Robotic Process Automation: What It Means For You

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-4

Many organizations have operational areas that require significant staff hours to execute thousands of time-consuming manual business processes each day. Verint’s new Robotic Process Automation provides software robots that can help increase processing efficiency, reduce errors, and cut operational expenses. Learn how this solution can help you automate a wide range of processes across multiple applications to deliver business value around the clock.

Interest 1 - Contact Center Workforce Optimization

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 1 - Contact Center Workforce Optimization

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 1 - Contact Center Workforce Optimization

Build a Unified Enterprise Performance Management Program to Drive Results

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-2

Everyone manages performance in some manner. But how do you unify your solutions and create a culture of improvement with a holistic view of performance management. Learn how unifying scorecards, coaching, elearning and gamification can accelerate performance and drive continuous improvement.

Interest 1 - Contact Center Workforce Optimization

Don't Be a Monday Morning QB – Build a Championship Desktop and Process Analytics Program

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Continental B

A financial industry leader shares a highlight reel of DPA processes – from snap to touchdown. Learn how to create your own game plan to avoid a blitz of DPA requests. Run and pass your way through intake, prioritization, implementation, and execution on the field using a playbook of triggers featuring functions such as Popup Messages and Data Propagation. Gain precious yardage to help you drive operational efficiency, reduce customer effort, and win the big game!

Interest 1 - Contact Center Workforce Optimization

Finding a Match: Pairing the Right Employee with the Right Customer

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Continental A

Instead of just sending a customer to the next available employee, how can you intelligently pair each customer with the best employee for them? This interactive workshop will present strategies for optimizing each interaction by matching the right employee with the right customer. Learn tips and tricks from your colleagues on what really works and why.

Interest 1 - Contact Center Workforce Optimization

How to Prepare for a Smooth 15.1 Upgrade

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-5

Senior application consultants will present real-life upgrade and migration scenarios to help your business team plan and execute a smooth upgrade to version 15.1. These discussions will include best practices and recommended preparation guidelines from the business application perspective. We will also cover some of the best new features in 15.1 so you can take advantage of them. [Also offered Wednesday at 2:20.]

Interest 1 - Contact Center Workforce Optimization

Not Your Father's IVR

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Lake Erie

The interactive voice response (IVR) system has been a mainstay in contact centers for decades. It has earned its keep and improved over time, no doubt. But now it's primed to leapfrog into a new future of personalization and fraud prevention. Learn how gold can be extracted and diamonds cultured with the latest technology in the IVR mine.

Interest 1 - Contact Center Workforce Optimization

Rethinking Enterprise Quality—Driving Improvements, Customer Experience and Employee Engagement

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-1

Contact center quality presents a daunting challenge - providing accurate and complete information, empowering employees to take appropriate action, and using appropriate soft skills. But, how do we get different employees to deliver the same customer experience? And, what do they think of quality and customer experience anyway? Hear how an energy company partnered with Verint Business Advisory Services to address these challenges and plan for the future.

Interest 1 - Contact Center Workforce Optimization

An Evolution in Quality

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental B

Learn how the world’s largest credit union revolutionized its quality program. Get insight into the program’s core behavioral model that enables agents to more effectively think for themselves and, in turn, deliver better and more consistent 1:1 service to members. Further, see the results attained to date – from higher member satisfaction and sales to lower handle times – tied to its completely scoreless quality process and innovative focus on managed coaching.

Interest 1 - Contact Center Workforce Optimization

Bringing Widespread Awareness to Associate Adherence

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-3

In a unique panel format, workforce management team members from a large auto glass specialist provide perspective on reducing the expense of unscheduled time. Learn about its innovative initiatives around associate personal awareness, education, and reporting, as well as the role Verint technology played to help the company reduce costs and increase efficiencies – all while gaining some ideas for your own adherence efforts in the process.

Interest 1 - Contact Center Workforce Optimization

DPA Tips and Tricks

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-5

Desktop and Process Analytics (DPA) can do a lot of things...but only if you tell it to. DPA experts will demonstrate—step-by-step—how to unleash some high-value capabilities, including new features in DPA 15.1.

Interest 1 - Contact Center Workforce Optimization

How to Get More Value from Software Projects

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental A

Installed software alone does not ensure success. Business stakeholders and IT must work together to make that happen. What transforms software into a solution is the hard work of collaborating on business needs, defining who is accountable/responsible, and knowing what triggers require action. During this interactive workshop, we will explore how to use Continuous Improvement tools including RACI, process mapping, and development of process guides to facilitate tough conversations and adoption.

Interest 1 - Contact Center Workforce Optimization

How to Prepare for a Smooth 15.1 Upgrade

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental C

Senior application consultants will present real-life upgrade and migration scenarios to help your business team plan and execute a smooth upgrade to version 15.1. These discussions will include best practices and recommended preparation guidelines from the business application perspective. We will also cover some of the best new features in 15.1 so you can take advantage of them. [Also offered Wednesday at 1:10.]

Interest 1 - Contact Center Workforce Optimization

How to Use Gamification To Supercharge Your Performance Management Program

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Huron

Get a tour of Verint Gamification and learn how it can supercharge your performance management program through direct and consistent engagement with your employees. Learn best practices and the benefits of creating an employee engagement initiative by using Gamification to drive behaviors to support key business and organizational objectives (e.g., productivity, consistency, retention).

Interest 1 - Contact Center Workforce Optimization

Smooth Sailing Ahead: Effective Workforce Planning and PCI Compliance in the Contact Center

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-4

One of the highest-rated cruise lines, known for its innovation and amenities, shares how workforce optimization acts as sonar within its contact center operations, helping it navigate choppy seas and set a course toward ongoing service excellence. Learn how it performs strategic planning to meet long-range planning needs and how it drives efficient scheduling of multiskilled and multichannel agents to exceed service-level goals. Discover how it is achieving PCI compliance and meeting data privacy regulations.

Interest 1 - Contact Center Workforce Optimization

Customer and Employee Experience Programs for Government and Public Sector Organizations

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-4

Feedback management is being used in diverse ways to measure the effectiveness of all types of public service across all branches of government services. Explore the options and benefits of using Verint Enterprise Feedback Management to improve citizen and employee satisfaction. Hear some real-world examples to learn how your government or public sector organization can use the solution to enhance your services.

Interest 1 - Contact Center Workforce Optimization

Disaster Recovery & High Availability in WFO

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Michigan

Planning for natural or manmade disasters is top-of-mind for CIOs around the world to ensure business continuity. It's not a "nice to have." It's a mandate. Businesses depend on WFO software to provide first-class customer service and maximize employee productivity. For most organizations, WFO availability is a crucial component of their infrastructure. Learn about how disaster recovery and high availability are built into Verint WFO solutions.

Interest 1 - Contact Center Workforce Optimization

How Enablement and Change Management Increase ROI on Your Technology Investment

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-1

Are you considering making a substantial investment in technology? Have past investments not achieved the expected benefits? ROI is directly tied to employees understanding, embracing, adopting and using the solution, yet the people side of technology implementation is often overlooked. Enablement and Change Management best practices can increase the benefits realized and the value created by your technology initiatives.

Interest 1 - Contact Center Workforce Optimization

How to Create a Productivity and Effectiveness Model For Blended Environments

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-3

One of the greatest operational challenges is equitably measuring and managing employees who perform different types of work. Learn how to build a productivity and effectiveness model to objectively and fairly manage blended work teams.

Interest 1 - Contact Center Workforce Optimization

It Takes Two to Tango: Using Verint Tools in Tandem for Maximum Results

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Continental B

A diversified financial services firm shows you how it uses speech analytics with desktop and process analytics to chart application usage and call center hold times; how it uses speech analytics with workforce management (WFM) to improve contact resolution; and how it plans to use WFM with process discovery to reduce process variation. Learn how you can effectively use multiple Verint applications together, and waltz your way to heightened efficiency and performance.

Interest 1 - Contact Center Workforce Optimization

Join ‘The CHASE’ for Service Excellence

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-5

Attendees will participate in a unique, live talk show – “The CHASE” – about solving three customer experience issues plaguing contact centers today – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer loyalty and reduce costs, but many companies fall short by not addressing these issues. Attendees will learn thought-provoking ideas and answers on overcoming these challenges to help their customer experience programs blossom and thrive.

Interest 1 - Contact Center Workforce Optimization

Make Every Agent Your Best Agent - Improve Quality and Consistency of Service

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Erie

Regardless of which employee receives a customer inquiry, you want that customer to get the best quality of service possible. More importantly, you want to be sure each employee is giving the same information to your customers. Learn tools and tips to ensure you are arming all of your employees to give the best quality of service possible.

Interest 1 - Contact Center Workforce Optimization

Scorecards User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Lake Michigan

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Scorecards.

Interest 1 - Contact Center Workforce Optimization

Charting a Course for Managing Fragmented Interactions

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental A

Are you prepared for the next evolution of customer interactions? In this highly interactive workshop, Scott Hays (Verint) and guest speaker Ian Jacobs (Forrester) will transport you to the not-too-distant future, where more customer interactions will take place in small bursts—or “micro-moments”—of communication over the course of hours or even days. We’ll brainstorm and discuss the potential pitfalls, operational oddities, and analytical anomalies so you can be ready when the future arrives.

Interest 1 - Contact Center Workforce Optimization

Enabling the New Hire Journey to Proficiency with Speech Analytics

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-4

Quickly getting new employees to an acceptable level of proficiency is often crucial to maintaining the delivery of top-notch service. One leading health and well-being company shares how it is specifically leveraging data and insights from Verint Speech Analytics to more effectively observe and measure performance, evaluate training programs, and more to not only optimize the onboarding of new employees, but to also expedite their journey to proficiency.

Interest 1 - Contact Center Workforce Optimization

Grow Customer Loyalty and Engagement with a Branded Online Community

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-3

How do you crank up customer engagement, increase average revenue per customer, and maintain retention rates? Create a public space for your customers to engage with peers and your brand. Hear from one team on how it built and established multiple, flourishing communities under its company brand – slashing support case costs while creating additional value and more intimate brand loyalty for customers.

Interest 1 - Contact Center Workforce Optimization

Measuring the Strength of Employee Relationships with an Employee Experience Program

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Ontario

Employee Experience (EX) and employee engagement are rapidly growing practices that move beyond annual surveys to measuring moments of truth at key touchpoints throughout employee journeys. Join us for a discussion about common touchpoints (interviewing, hiring, onboarding, life changes, new positions, relocation), and the best practices for gathering the voice of the employee and taking the best actions based on that information.

Interest 1 - Contact Center Workforce Optimization

Navigating Customer Engagement Optimization: A Real-World Example

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-5

A leading worldwide provider of navigation shares its journey to customer engagement optimization – from its starting point to its ultimate destination. Learn about the route it took, the obstacles it navigated, and the lessons it learned in upgrading to the latest version of Verint Engagement Management (14R1) and implementing Verint Workforce Optimization. Hear how the solutions are working together today and what the company, in partnership with Verint, envisions for the future.

Interest 1 - Contact Center Workforce Optimization

Teaming for Success – Win-Win Strategies for Contact Centers, IT, and Suppliers

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental B

In this session, a top global provider of business process outsourcing services and large user of Verint Call Recording and Workforce Management shares ideas and trends to help you get the most out of your investment in technology and people. Walk away with effective strategies and tactics you can employ in your own organization to align objectives, prevent crises, and realize measurable business results.

Interest 1 - Contact Center Workforce Optimization

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 1 - Contact Center Workforce Optimization

Changing the Work Culture to Increase Solution Adoption

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Continental A

Engage with your peers in this workshop-style discussion to generate and exchange ideas on how to transform the way you work, including the processes and corporate culture, to help ensure solution adoption of your Enterprise Workforce Management, Performance Management, and Desktop Analytics Solution. Facilitated by Verint subject matter experts, you’ll get top tips to take back to your organization to gain employee buy-in and fully leverage your Verint solutions.

Interest 1 - Contact Center Workforce Optimization

Customer Engagement Optimization – Meeting the Demands of Accelerating Expectations

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-3

Today, the customer care center experience can set companies apart. Join this interview-style session and learn how a leading Canadian financial institution is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create amazing experiences for customers.

Interest 1 - Contact Center Workforce Optimization

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 1 - Contact Center Workforce Optimization

Is Quality Management Ripe for Disruption?

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Lake Michigan

Yes, we believe so. There is a tremendous opportunity to improve how quality is managed in most contact centers. While call recording and associated technologies have improved significantly, the fundamental practices of quality management have not changed in most contact centers. New capabilities and practices are being adopted by leading-edge organizations that improve focus, productivity, and outcomes. What are they? Come find out.

Interest 1 - Contact Center Workforce Optimization

The Contact Center of Today, 2020, and Beyond

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Continental B

Although the year 2020 sounds futuristic, it's only four short years away. Chances are your 2020 contact center will look quite different from your 2016 contact center, or will it? Will today’s omnichannel and gamification innovations become mainstream? How about biometrics and artificial intelligence? What role will analytics play? Saddletree Research analyst Paul Stockford and Verint’s Andrew Studee will examine today’s realities and tomorrow's trends for the contact center.

Interest 1 - Contact Center Workforce Optimization

The Power of Speech Analytics to the Enterprise

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-4

Speech analytics isn’t new, but many still struggle to maximize its use and value. This is not the case for one leading voluntary supplemental insurance provider, part of one of the largest personal lines insurers in the U.S. Learn how it harnesses the power of speech analytics to drive companywide improvements and provide an invaluable source of actionable intelligence to senior leaders and all parts of the business for more informed and effective decision making.

Interest 1 - Contact Center Workforce Optimization

Turbocharging Employee Engagement and Productivity through Intelligent Schedule-Change Empowerment

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-1

The growth of the Millennial workforce and proliferation of contract jobs are creating a recruiting and retention “perfect storm” for today’s contact center. Learn how to turbocharge Verint Workforce Management to provide unprecedented schedule-change empowerment for your agents and unprecedented intraday staffing performance for your business at the same time. See how intelligent on-demand scheduling technology optimizes agent work-hour and work-type staffing to create a unique win-win-win for agents, supervisors, and workforce administrators.

Interest 1 - Contact Center Workforce Optimization

Coffee Talk - Desktop and Process Analytics

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Continental B

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 1 - Contact Center Workforce Optimization

Coffee Talk - Quality and Performance

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Continental C

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 1 - Contact Center Workforce Optimization

Workforce Management (WFM) User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Continental A

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Workforce Management (WFM).

Interest 2 - Customer Analytics

Enabling a New Customer Connection Program Using Customer-Driven Quality

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental B

One company’s adventure began more than one year ago with an effort to align its quality program and customer expectations. The company will share its successes and the hurdles it overcame during the first nine months of its Customer Connection program, which was rolled out across its call center operations and outsourcers. In addition, learn about the future outlook of the program and how a similar approach to quality could benefit your own organization.

Interest 2 - Customer Analytics

Large-Scale Global Employee Surveys – Pitfalls, Successes, and Best Practices

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Lake Michigan

Get the lowdown on the “Let Your Voice Be Heard” culture and pursuant global employee satisfaction program of a leading business process outsourcer. Learn exactly what goes into the planning, development, implementation, reporting, and action-planning for a survey that is deployed to 50,000+ employees in more than 20 countries and over eight languages by a virtual team of more than 30 people worldwide – and routinely achieves an 80 percent participation rate!

Interest 2 - Customer Analytics

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 2 - Customer Analytics

Using Speech Analytics Data for Process Improvement

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-3

Last year, a health and well-being company shared how Verint Speech Analytics helped it transform the customer experience. This company returns to dive deeper into speech analytics and, in particular, using Speech Analytics data to drive change. Learn what more it has accomplished, how it is even better positioned today to capitalize on the voice of the customer, and how data visualization, coupled with stakeholder collaboration, is at the root of its resounding success.

Interest 2 - Customer Analytics

A Customer Feedback Journey, Continued…

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Continental C

Last year, a managed health care company shared its journey toward an enhanced quality process by combining analytics with customer feedback. This year, the company returns to share more of its evolution, including increased sample sizes, heightened understanding of customer expectations, and full customer feedback automation. Learn about the path it took, the significance this played in its quality program, its use of transcribed verbatim in speech analytics, and what’s in store for the future.

Interest 2 - Customer Analytics

Somebody Tell Me – What’s Driving Calls Today?

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-3

Why are customers calling? It’s still the question of the day in most contact centers. One Fortune 100 company shares how it mines category data at the contact detail level to determine real-time changes in phone conversations to help it quickly identify call drivers. Hear about its broad-banded and narrow-banded approaches, and how it partners with others across the organization to make forecasting adjustments, shape quality review efforts, and more to improve member experience.

Interest 2 - Customer Analytics

Strengthening Customer Engagement – Beyond the Survey

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Michigan

Understanding the voice of the customer is a critical step to increasing retention and accelerating revenue growth. Translating this into action by employees can be pivotal for securing sustainable results. Learn why customer engagement matters and how to ensure employees “buy the why;” how to empower employees to engage customers differently through understanding “how” they make a difference; and how to mine employee insight into “what” your customers care about to further strengthen engagement.

Interest 2 - Customer Analytics

A Programmatic Approach to Speech Analytics

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental C

This full-service team within an innovative wireless communications company has automated call driver analysis with Verint Speech Analytics, helping it more accurately and effectively detect, measure, and act on emerging trends and issues. The team will share best practices that you can use in your organization to take a similar programmatic approach to speech analytics to further improve processes, the customer experience, employee performance, and more.

Interest 2 - Customer Analytics

Customer Experience Myths and Service Slips

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-3

Myths can quickly become perceived truths, if you’re not careful. Can the same be true for customer experience and customer service principles? This interactive discussion will cover some conventional wisdom and beliefs that may have a solid empirical basis, but are sometimes carried too far. Topics will include exceeding customer expectations, Net Promoter Score (NPS), responsiveness, and root cause analysis.

Interest 2 - Customer Analytics

Infuse Your Quality Program with Analytics to Take it to the Next Level

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-1

Want to find out who are the most engaging, collaborative, and productive employees in your organization? Want to use that information to drive positive behaviors from everyone? Take advantage of Desktop and Process Analytics and Analytics-Driven Quality to automatically populate QM evaluation fields and improve the sampling of contacts evaluated through Quality Management. We’ll show you how to use data from DPA and ADQ to drive better outcomes.

Interest 2 - Customer Analytics

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 2 - Customer Analytics

Automating Quality from the Front End to the Back End

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-5

A leading mutual life insurer and Fortune 100 company is using speech analytics as insurance against a lack of automation and, in turn, poor results. Learn specifically how the organization is embracing and innovatively using speech to automate its quality process to the maximum potential possible, and driving automation across many other workforce optimization applications, such as scorecards, to help elevate agent performance and deliver stellar business results.

Interest 2 - Customer Analytics

Enterprise Feedback Management Solution Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Lake Huron

Learn about the new features we have released in the past year, new features to be released in the upcoming year and our vision for the future of Enterprise Feedback Management.

Interest 2 - Customer Analytics

Measuring Customer Success through Journey Mapping and Speech Analytics

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-3

Most products and services have become commodities, so how does a company differentiate itself? There is only one real way – the experience your customers have with your company! What is their perception after their interaction with your customer service operation? Learn the benefits of focusing on and measuring customer success through journey mapping and speech analytics.

Interest 2 - Customer Analytics

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 2 - Customer Analytics

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 2 - Customer Analytics

7 Essential Keys to Your New Voice of the Customer Program

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-4

Are you taking over or considering initiating a customer experience (CX) program for your organization? Several key concepts are fundamental to realizing the value of Verint Enterprise Feedback Management, including program considerations for voice of the customer and voice of the employee, survey creation, deployment, analysis, panel management, reporting, and administration.

Interest 2 - Customer Analytics

From the Drawing Table to Success with Speech Analytics

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-3

When it comes to speech analytics, there is still a “wow” factor. However, while everyone has heard about it and many have even been intrigued by it, some organizations still have trouble implementing it. Learn about the key factors to successfully implement speech and how to partner with IT to ensure you end up with a product that is operationalized and delivers.

Interest 2 - Customer Analytics

Not Your Father's IVR

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Lake Erie

The interactive voice response (IVR) system has been a mainstay in contact centers for decades. It has earned its keep and improved over time, no doubt. But now it's primed to leapfrog into a new future of personalization and fraud prevention. Learn how gold can be extracted and diamonds cultured with the latest technology in the IVR mine.

Interest 2 - Customer Analytics

Best Practices for Knowledge Management Reporting and Analytics

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Erie

A leading mutual insurance company and Verint will both discuss best practices around knowledge management (KM) reporting and analytics. You will learn about the mutual insurer’s journey from standard KM to custom reports, including examples and the role of analytics in driving effectiveness. And you will learn from Verint’s experience in helping organizations effectively measure, communicate, and link KM activities to business outcomes, including the process of building a KM metrics practice.

Interest 2 - Customer Analytics

Beyond Compliance – How Speech Analytics adds Value to Branch Recording

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Ontario

Discover how Branch Recording can capture the face-to-face conversations of your customers and employees using the proven technology that contact centers have relied on for years. When combined with Speech Analytics and Quality Management, Branch Recording can provide actionable insights to help you improve the quality of these interactions and the sales effectiveness of your branch or store employees, while also providing an electronic record that can be used for regulatory compliance.

Interest 2 - Customer Analytics

Enhancing Your Digital First Services

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-1

Learn how some other Verint solutions can enhance and add value to Digital First services. Learn how Contact Solutions' My:Time can help you provide better service to modern citizens who see no distinction between the communication channels they use. And learn how your digital services can benefit from Telligent Communities by offering citizens access to community-based support forums.

Interest 2 - Customer Analytics

Master Class - Customer Experience Management

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-2

Ready to move your CX, VoC or VoE program to the next level? In this session, you will learn best practices for increasing the value you can deliver using Verint Enterprise Management. This session will cover how panels are used to improve respondent segmentation, improving survey response rates by reducing respondent fatigue, and improving the timeliness and quality of actionable intelligence. This session will also focus on best practices for using case management to implement a closed loop process for continuous improvement of the customer or employee experience.

Interest 2 - Customer Analytics

Customer and Employee Experience Programs for Government and Public Sector Organizations

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-4

Feedback management is being used in diverse ways to measure the effectiveness of all types of public service across all branches of government services. Explore the options and benefits of using Verint Enterprise Feedback Management to improve citizen and employee satisfaction. Hear some real-world examples to learn how your government or public sector organization can use the solution to enhance your services.

Interest 2 - Customer Analytics

How to Establish a Successful Customer Experience Program

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-2

Verint’s leading experts in Customer Experience will discuss how you can effectively establish a customer experience (CX) program. Drawing on the knowledge and experience gained from real-life use cases, our experts will share which CX program best practices are most important, how to kick off your CX program and how customer feedback can be converted into actionable insights.

Interest 2 - Customer Analytics

It Takes Two to Tango: Using Verint Tools in Tandem for Maximum Results

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Continental B

A diversified financial services firm shows you how it uses speech analytics with desktop and process analytics to chart application usage and call center hold times; how it uses speech analytics with workforce management (WFM) to improve contact resolution; and how it plans to use WFM with process discovery to reduce process variation. Learn how you can effectively use multiple Verint applications together, and waltz your way to heightened efficiency and performance.

Interest 2 - Customer Analytics

Join ‘The CHASE’ for Service Excellence

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-5

Attendees will participate in a unique, live talk show – “The CHASE” – about solving three customer experience issues plaguing contact centers today – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer loyalty and reduce costs, but many companies fall short by not addressing these issues. Attendees will learn thought-provoking ideas and answers on overcoming these challenges to help their customer experience programs blossom and thrive.

Interest 2 - Customer Analytics

Mass Collaboration for Ideation and Co-Creation with Your Customers, Business Partners, and Employees

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Huron

Crowdsourcing is a powerful method to source business intelligence. Learn how you can combine branded user communities and voice of the customer feedback programs to help you enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs by staying abreast of customer needs, market trends and potential product or service deficiencies.

Interest 2 - Customer Analytics

Customer Analytics User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Continental B

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Customer Analytics, including Enterprise Feedback Management, Speech Analytics, Text Analytics, and Engagement Analytics.

Interest 2 - Customer Analytics

Latin America Reception

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

720 South Bar

This exclusive reception provides the opportunity to network and engage with Verint's customers and partners from the region.

Interest 2 - Customer Analytics

Authenticate Customers Faster and Protect Against Fraud

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-2

Verint Identity Authentication and Fraud Detection, now pre-integrated into 15.1, can save you time on every call by using voice biometrics instead of security questions and simultaneously protect you against fraud. Verint’s findings in fraud detection are showing that your call center can play an unwitting role in online fraud. Learn how the forward-thinking organization can assess “telephony risk” using voice biometrics and by scoring passive factors.

Interest 2 - Customer Analytics

Enabling the New Hire Journey to Proficiency with Speech Analytics

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-4

Quickly getting new employees to an acceptable level of proficiency is often crucial to maintaining the delivery of top-notch service. One leading health and well-being company shares how it is specifically leveraging data and insights from Verint Speech Analytics to more effectively observe and measure performance, evaluate training programs, and more to not only optimize the onboarding of new employees, but to also expedite their journey to proficiency.

Interest 2 - Customer Analytics

Measuring the Strength of Employee Relationships with an Employee Experience Program

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Ontario

Employee Experience (EX) and employee engagement are rapidly growing practices that move beyond annual surveys to measuring moments of truth at key touchpoints throughout employee journeys. Join us for a discussion about common touchpoints (interviewing, hiring, onboarding, life changes, new positions, relocation), and the best practices for gathering the voice of the employee and taking the best actions based on that information.

Interest 2 - Customer Analytics

Navigating Customer Engagement Optimization: A Real-World Example

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-5

A leading worldwide provider of navigation shares its journey to customer engagement optimization – from its starting point to its ultimate destination. Learn about the route it took, the obstacles it navigated, and the lessons it learned in upgrading to the latest version of Verint Engagement Management (14R1) and implementing Verint Workforce Optimization. Hear how the solutions are working together today and what the company, in partnership with Verint, envisions for the future.

Interest 2 - Customer Analytics

What’s New in Customer Analytics?

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Huron

Learn about Verint’s latest Speech and Text Analytics solutions, including Real-Time Speech Analytics, and how they can positively impact your business outcomes.

Interest 2 - Customer Analytics

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 2 - Customer Analytics

Customer Engagement Optimization – Meeting the Demands of Accelerating Expectations

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-3

Today, the customer care center experience can set companies apart. Join this interview-style session and learn how a leading Canadian financial institution is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create amazing experiences for customers.

Interest 2 - Customer Analytics

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 2 - Customer Analytics

The Power of Speech Analytics to the Enterprise

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-4

Speech analytics isn’t new, but many still struggle to maximize its use and value. This is not the case for one leading voluntary supplemental insurance provider, part of one of the largest personal lines insurers in the U.S. Learn how it harnesses the power of speech analytics to drive companywide improvements and provide an invaluable source of actionable intelligence to senior leaders and all parts of the business for more informed and effective decision making.

Interest 2 - Customer Analytics

Coffee Talk - Customer Analytics and Customer Experience

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Salon A-4

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 3 - Customer Experience

Customer Communities 101 - An Introduction

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Lake Huron

In August 2015, Verint acquired Telligent, adding support for social communities to Verint's Engagement Management product portfolio. We'll introduce the Telligent Community platform and focus on customer-specific use cases to help you understand how communities create business value in your organization.

Interest 3 - Customer Experience

Enabling a New Customer Connection Program Using Customer-Driven Quality

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental B

One company’s adventure began more than one year ago with an effort to align its quality program and customer expectations. The company will share its successes and the hurdles it overcame during the first nine months of its Customer Connection program, which was rolled out across its call center operations and outsourcers. In addition, learn about the future outlook of the program and how a similar approach to quality could benefit your own organization.

Interest 3 - Customer Experience

Help Customers Get Things Done with Persistent Conversations

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Lake Erie

Myriad activities and boundless mobility has helped make life in the 21st century fractured. Have you adapted your service models to help your customers actually get something done in the micro-moments of their lives? Do you make it easy for them to have a single, persistent conversation in short bursts over the course of a day...or two or three? Learn how you can with My:Time from Contact Solutions.

Interest 3 - Customer Experience

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 3 - Customer Experience

Using Speech Analytics Data for Process Improvement

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-3

Last year, a health and well-being company shared how Verint Speech Analytics helped it transform the customer experience. This company returns to dive deeper into speech analytics and, in particular, using Speech Analytics data to drive change. Learn what more it has accomplished, how it is even better positioned today to capitalize on the voice of the customer, and how data visualization, coupled with stakeholder collaboration, is at the root of its resounding success.

Interest 3 - Customer Experience

A Customer Feedback Journey, Continued…

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Continental C

Last year, a managed health care company shared its journey toward an enhanced quality process by combining analytics with customer feedback. This year, the company returns to share more of its evolution, including increased sample sizes, heightened understanding of customer expectations, and full customer feedback automation. Learn about the path it took, the significance this played in its quality program, its use of transcribed verbatim in speech analytics, and what’s in store for the future.

Interest 3 - Customer Experience

Customer Communities 201 - Inside Telligent Community (A Crash Course)

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Huron

This session assumes prior knowledge of how communities are used to create value for your organization (We recommend attending Customer Communities 101 first.) This will be a fast-paced session spent inside the Telligent Community product, looking at the features that drive value for customers and your organization. Attendees will walk away with a solid understanding of the powerful capabilities of Telligent Community.

Interest 3 - Customer Experience

Redefining the Customer Experience Battleground for Mobile Customer Service

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-2

In the new digital age, mobile and web are rapidly becoming the self-service channels of choice. However, organizations aren’t always delivering the mobile experience customers expect.Learn how organizations can deliver seamless integration from mobile to contact center. We will demonstrate some of these new techniques for mobile customer engagement and will walk through practical scenarios to help you better reach the 80 percent of consumers that are now contacting your call centers on smartphones.

Interest 3 - Customer Experience

Somebody Tell Me – What’s Driving Calls Today?

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-3

Why are customers calling? It’s still the question of the day in most contact centers. One Fortune 100 company shares how it mines category data at the contact detail level to determine real-time changes in phone conversations to help it quickly identify call drivers. Hear about its broad-banded and narrow-banded approaches, and how it partners with others across the organization to make forecasting adjustments, shape quality review efforts, and more to improve member experience.

Interest 3 - Customer Experience

Strengthening Customer Engagement – Beyond the Survey

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Michigan

Understanding the voice of the customer is a critical step to increasing retention and accelerating revenue growth. Translating this into action by employees can be pivotal for securing sustainable results. Learn why customer engagement matters and how to ensure employees “buy the why;” how to empower employees to engage customers differently through understanding “how” they make a difference; and how to mine employee insight into “what” your customers care about to further strengthen engagement.

Interest 3 - Customer Experience

A Programmatic Approach to Speech Analytics

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental C

This full-service team within an innovative wireless communications company has automated call driver analysis with Verint Speech Analytics, helping it more accurately and effectively detect, measure, and act on emerging trends and issues. The team will share best practices that you can use in your organization to take a similar programmatic approach to speech analytics to further improve processes, the customer experience, employee performance, and more.

Interest 3 - Customer Experience

Customer Experience Myths and Service Slips

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-3

Myths can quickly become perceived truths, if you’re not careful. Can the same be true for customer experience and customer service principles? This interactive discussion will cover some conventional wisdom and beliefs that may have a solid empirical basis, but are sometimes carried too far. Topics will include exceeding customer expectations, Net Promoter Score (NPS), responsiveness, and root cause analysis.

Interest 3 - Customer Experience

The Art of the Engagement - Giving Heart and Structure to Your Organization

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-4

Educating, enabling, and engaging everyone in the organization is critical to connecting with customers and build engaging experiences. Gain insights into embedding resources, tools, human-centered design thinking, co-creation, and other activities to accelerate the customer experience. Learn how to build the competencies of agility, innovation and collaboration; embed structure into an enterprisewide transformation to put customers at the heart of what everyone does; and get everyone aligned, communicating, and designing around the customer.

Interest 3 - Customer Experience

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 3 - Customer Experience

Analytics, Continuous Improvement, and the IVR

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Lake Erie

Organizations have been able to gain an additional 30 percent to 40 percent performance improvement out of their interactive voice response (IVR) system. They do this by creating an analytics-driven continuous improvement program. Learn the best practices and beyond for creating such a program in your organization.

Interest 3 - Customer Experience

Enterprise Feedback Management Solution Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Lake Huron

Learn about the new features we have released in the past year, new features to be released in the upcoming year and our vision for the future of Enterprise Feedback Management.

Interest 3 - Customer Experience

How the On-Demand Economy Translates to Bank Customer Experience

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-1

Consumers today want products and services on-demand in a highly personalized manner, yet prefer a face-to-face experience when making big financial commitments. TimeTrade’s survey of 2,000 consumers reveals that younger demographics, such as Millennials and Gen Z (20 and under) especially value in-person discussions due to first-home buying and launching long-term retirement plans. This session will also discuss the importance of using branch customer feedback to improve the customer experience.

Interest 3 - Customer Experience

Measuring Customer Success through Journey Mapping and Speech Analytics

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-3

Most products and services have become commodities, so how does a company differentiate itself? There is only one real way – the experience your customers have with your company! What is their perception after their interaction with your customer service operation? Learn the benefits of focusing on and measuring customer success through journey mapping and speech analytics.

Interest 3 - Customer Experience

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 3 - Customer Experience

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 3 - Customer Experience

7 Essential Keys to Your New Voice of the Customer Program

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-4

Are you taking over or considering initiating a customer experience (CX) program for your organization? Several key concepts are fundamental to realizing the value of Verint Enterprise Feedback Management, including program considerations for voice of the customer and voice of the employee, survey creation, deployment, analysis, panel management, reporting, and administration.

Interest 3 - Customer Experience

How to Prepare for a Smooth 15.1 Upgrade

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-5

Senior application consultants will present real-life upgrade and migration scenarios to help your business team plan and execute a smooth upgrade to version 15.1. These discussions will include best practices and recommended preparation guidelines from the business application perspective. We will also cover some of the best new features in 15.1 so you can take advantage of them. [Also offered Wednesday at 2:20.]

Interest 3 - Customer Experience

Rethinking Enterprise Quality—Driving Improvements, Customer Experience and Employee Engagement

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-1

Contact center quality presents a daunting challenge - providing accurate and complete information, empowering employees to take appropriate action, and using appropriate soft skills. But, how do we get different employees to deliver the same customer experience? And, what do they think of quality and customer experience anyway? Hear how an energy company partnered with Verint Business Advisory Services to address these challenges and plan for the future.

Interest 3 - Customer Experience

An Evolution in Quality

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental B

Learn how the world’s largest credit union revolutionized its quality program. Get insight into the program’s core behavioral model that enables agents to more effectively think for themselves and, in turn, deliver better and more consistent 1:1 service to members. Further, see the results attained to date – from higher member satisfaction and sales to lower handle times – tied to its completely scoreless quality process and innovative focus on managed coaching.

Interest 3 - Customer Experience

How to Get More Value from Software Projects

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental A

Installed software alone does not ensure success. Business stakeholders and IT must work together to make that happen. What transforms software into a solution is the hard work of collaborating on business needs, defining who is accountable/responsible, and knowing what triggers require action. During this interactive workshop, we will explore how to use Continuous Improvement tools including RACI, process mapping, and development of process guides to facilitate tough conversations and adoption.

Interest 3 - Customer Experience

How to Prepare for a Smooth 15.1 Upgrade

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental C

Senior application consultants will present real-life upgrade and migration scenarios to help your business team plan and execute a smooth upgrade to version 15.1. These discussions will include best practices and recommended preparation guidelines from the business application perspective. We will also cover some of the best new features in 15.1 so you can take advantage of them. [Also offered Wednesday at 1:10.]

Interest 3 - Customer Experience

Master Class - Customer Experience Management

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-2

Ready to move your CX, VoC or VoE program to the next level? In this session, you will learn best practices for increasing the value you can deliver using Verint Enterprise Management. This session will cover how panels are used to improve respondent segmentation, improving survey response rates by reducing respondent fatigue, and improving the timeliness and quality of actionable intelligence. This session will also focus on best practices for using case management to implement a closed loop process for continuous improvement of the customer or employee experience.

Interest 3 - Customer Experience

How to Establish a Successful Customer Experience Program

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-2

Verint’s leading experts in Customer Experience will discuss how you can effectively establish a customer experience (CX) program. Drawing on the knowledge and experience gained from real-life use cases, our experts will share which CX program best practices are most important, how to kick off your CX program and how customer feedback can be converted into actionable insights.

Interest 3 - Customer Experience

Join ‘The CHASE’ for Service Excellence

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-5

Attendees will participate in a unique, live talk show – “The CHASE” – about solving three customer experience issues plaguing contact centers today – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer loyalty and reduce costs, but many companies fall short by not addressing these issues. Attendees will learn thought-provoking ideas and answers on overcoming these challenges to help their customer experience programs blossom and thrive.

Interest 3 - Customer Experience

Mass Collaboration for Ideation and Co-Creation with Your Customers, Business Partners, and Employees

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Huron

Crowdsourcing is a powerful method to source business intelligence. Learn how you can combine branded user communities and voice of the customer feedback programs to help you enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs by staying abreast of customer needs, market trends and potential product or service deficiencies.

Interest 3 - Customer Experience

Customer Analytics User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Continental B

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Customer Analytics, including Enterprise Feedback Management, Speech Analytics, Text Analytics, and Engagement Analytics.

Interest 3 - Customer Experience

Charting a Course for Managing Fragmented Interactions

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental A

Are you prepared for the next evolution of customer interactions? In this highly interactive workshop, Scott Hays (Verint) and guest speaker Ian Jacobs (Forrester) will transport you to the not-too-distant future, where more customer interactions will take place in small bursts—or “micro-moments”—of communication over the course of hours or even days. We’ll brainstorm and discuss the potential pitfalls, operational oddities, and analytical anomalies so you can be ready when the future arrives.

Interest 3 - Customer Experience

Grow Customer Loyalty and Engagement with a Branded Online Community

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-3

How do you crank up customer engagement, increase average revenue per customer, and maintain retention rates? Create a public space for your customers to engage with peers and your brand. Hear from one team on how it built and established multiple, flourishing communities under its company brand – slashing support case costs while creating additional value and more intimate brand loyalty for customers.

Interest 3 - Customer Experience

Measuring the Strength of Employee Relationships with an Employee Experience Program

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Ontario

Employee Experience (EX) and employee engagement are rapidly growing practices that move beyond annual surveys to measuring moments of truth at key touchpoints throughout employee journeys. Join us for a discussion about common touchpoints (interviewing, hiring, onboarding, life changes, new positions, relocation), and the best practices for gathering the voice of the employee and taking the best actions based on that information.

Interest 3 - Customer Experience

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 3 - Customer Experience

Customer Engagement Optimization – Meeting the Demands of Accelerating Expectations

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-3

Today, the customer care center experience can set companies apart. Join this interview-style session and learn how a leading Canadian financial institution is harnessing out-of-the-box thinking and culture, combined with workforce optimization and customer analytics, to help create amazing experiences for customers.

Interest 3 - Customer Experience

Digital Engagement Strategy – Theory and Practice for the Modern Customer

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Continental C

Can I have your undivided attention? Today’s digital consumer doesn’t want to give it to you. Digital Context author Dr. David Norton explains the mysterious behavior of distracted, multi-tasking digital consumers and offers a framework for engaging with them more effectively. Also, the head of digital engagement at a major insurer, who has deployed a solution designed to optimize engagement with today's consumers, shares real-world experiences from the company’s effort to put theory into practice.

Interest 3 - Customer Experience

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 3 - Customer Experience

Knowledge Management - An Essential Component of Omnichannel Customer Engagement

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Lake Erie

Customers frequently just want an answer to a question. Employees are often asked questions, and need to provide answers quickly and accurately. Learn how Knowledge Management underpins customer interactions in Web Self-Service, Email, Secure Messaging, Web Chat, Communities, and Social Media to provide quick access to correct answers.

Interest 3 - Customer Experience

The Power of Speech Analytics to the Enterprise

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-4

Speech analytics isn’t new, but many still struggle to maximize its use and value. This is not the case for one leading voluntary supplemental insurance provider, part of one of the largest personal lines insurers in the U.S. Learn how it harnesses the power of speech analytics to drive companywide improvements and provide an invaluable source of actionable intelligence to senior leaders and all parts of the business for more informed and effective decision making.

Interest 3 - Customer Experience

Coffee Talk - Customer Analytics and Customer Experience

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Salon A-4

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 4 - Engagement Management (KANA Enterprise)

Customer Communities 101 - An Introduction

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Lake Huron

In August 2015, Verint acquired Telligent, adding support for social communities to Verint's Engagement Management product portfolio. We'll introduce the Telligent Community platform and focus on customer-specific use cases to help you understand how communities create business value in your organization.

Interest 4 - Engagement Management (KANA Enterprise)

Help Customers Get Things Done with Persistent Conversations

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Lake Erie

Myriad activities and boundless mobility has helped make life in the 21st century fractured. Have you adapted your service models to help your customers actually get something done in the micro-moments of their lives? Do you make it easy for them to have a single, persistent conversation in short bursts over the course of a day...or two or three? Learn how you can with My:Time from Contact Solutions.

Interest 4 - Engagement Management (KANA Enterprise)

Making Employees More Knowledgeable Across the Globe

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental C

In this session, a provider of device protection and support services for smartphones, tablets, consumer electronics, and other household items steps you through the plans and architecture for its global knowledge management deployment. Hear how it is building out its program and innovatively making its knowledge base available across the globe to further optimize service and support. Then be sure to attend the complementary session on how to evolve your knowledge content from good to great.

Interest 4 - Engagement Management (KANA Enterprise)

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 4 - Engagement Management (KANA Enterprise)

Achieving World-Class Knowledge Management

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Erie

Knowledge Management delivers tremendous business benefits when implemented properly. There are proven practices and paths to success in defining and evolving your knowledge management solution. This presentation will give you the tips and tricks on how to envision the right approach for your organization, model and migrate your content, engage your users and evolve your company toward world-class KM. We will include many real-world examples and stories of what works, and what to avoid.

Interest 4 - Engagement Management (KANA Enterprise)

Customer Communities 201 - Inside Telligent Community (A Crash Course)

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Huron

This session assumes prior knowledge of how communities are used to create value for your organization (We recommend attending Customer Communities 101 first.) This will be a fast-paced session spent inside the Telligent Community product, looking at the features that drive value for customers and your organization. Attendees will walk away with a solid understanding of the powerful capabilities of Telligent Community.

Interest 4 - Engagement Management (KANA Enterprise)

Redefining the Customer Experience Battleground for Mobile Customer Service

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-2

In the new digital age, mobile and web are rapidly becoming the self-service channels of choice. However, organizations aren’t always delivering the mobile experience customers expect.Learn how organizations can deliver seamless integration from mobile to contact center. We will demonstrate some of these new techniques for mobile customer engagement and will walk through practical scenarios to help you better reach the 80 percent of consumers that are now contacting your call centers on smartphones.

Interest 4 - Engagement Management (KANA Enterprise)

Engagement Management in the Enterprise – Enabling Success Through Self-Sufficiency

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Michigan

Verint’s Engagement Management platform is packed with amazing features to deliver on your customer engagement/experience strategy. Achieving self-sufficiency in maintaining and expanding enterprise solutions is a critical success factor for organizations looking to deliver on their promises. It is also vital for business leaders who are expected to deliver and maintain enterprise-scale solutions within ever-narrowing budgets. Gain real-world insights and learn tips and techniques to help you plan and best achieve self-sufficiency.

Interest 4 - Engagement Management (KANA Enterprise)

How to Create Knowledge that Works

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Huron

Learn best practices in writing and organizing your knowledge base so information is findable, usable, and easy to understand. Learn tips about article titling and structure, taxonomy building, user interface best practices, and more.

Interest 4 - Engagement Management (KANA Enterprise)

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 4 - Engagement Management (KANA Enterprise)

Analytics, Continuous Improvement, and the IVR

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Lake Erie

Organizations have been able to gain an additional 30 percent to 40 percent performance improvement out of their interactive voice response (IVR) system. They do this by creating an analytics-driven continuous improvement program. Learn the best practices and beyond for creating such a program in your organization.

Interest 4 - Engagement Management (KANA Enterprise)

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 4 - Engagement Management (KANA Enterprise)

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 4 - Engagement Management (KANA Enterprise)

Finding a Match: Pairing the Right Employee with the Right Customer

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Continental A

Instead of just sending a customer to the next available employee, how can you intelligently pair each customer with the best employee for them? This interactive workshop will present strategies for optimizing each interaction by matching the right employee with the right customer. Learn tips and tricks from your colleagues on what really works and why.

Interest 4 - Engagement Management (KANA Enterprise)

Lessons Learned - How to Prepare for a Verint CRM Implementation

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Lake Ontario

The city of Richmond, one of America’s oldest cities, shares lessons learned that impacted the implementation of its Verint Engagement Management (CRM) system. Hear about internal technology considerations, preparing end users, promoting the application, and next steps under consideration.

Interest 4 - Engagement Management (KANA Enterprise)

Employee Desktop in Action

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Michigan

What exactly is an Employee Desktop and how does it work? Watch a live demonstration of the key features and benefits of the Verint Engagement Management Employee Desktop. You'll have the opportunity to ask questions and see examples of how this product can help you achieve your customer service goals.

Interest 4 - Engagement Management (KANA Enterprise)

Enhancing Your Digital First Services

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-1

Learn how some other Verint solutions can enhance and add value to Digital First services. Learn how Contact Solutions' My:Time can help you provide better service to modern citizens who see no distinction between the communication channels they use. And learn how your digital services can benefit from Telligent Communities by offering citizens access to community-based support forums.

Interest 4 - Engagement Management (KANA Enterprise)

How Enablement and Change Management Increase ROI on Your Technology Investment

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-1

Are you considering making a substantial investment in technology? Have past investments not achieved the expected benefits? ROI is directly tied to employees understanding, embracing, adopting and using the solution, yet the people side of technology implementation is often overlooked. Enablement and Change Management best practices can increase the benefits realized and the value created by your technology initiatives.

Interest 4 - Engagement Management (KANA Enterprise)

How to Build a Business Case for Knowledge Management

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Continental A

You've probably heard about all of the benefits associated with Knowledge Management. Employees find consistent, accurate answers with ease, and customers are thrilled with the experience. But how can you take this idea and make it a reality? In this workshop, we'll discuss best practices for building a business case and ROI model to get a knowledge management project approved for your organization.

Interest 4 - Engagement Management (KANA Enterprise)

Join ‘The CHASE’ for Service Excellence

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-5

Attendees will participate in a unique, live talk show – “The CHASE” – about solving three customer experience issues plaguing contact centers today – CX differentiators, delighting customers, and the digital experience. Customer experience programs provide remarkable opportunities to improve customer loyalty and reduce costs, but many companies fall short by not addressing these issues. Attendees will learn thought-provoking ideas and answers on overcoming these challenges to help their customer experience programs blossom and thrive.

Interest 4 - Engagement Management (KANA Enterprise)

Make Every Agent Your Best Agent - Improve Quality and Consistency of Service

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Erie

Regardless of which employee receives a customer inquiry, you want that customer to get the best quality of service possible. More importantly, you want to be sure each employee is giving the same information to your customers. Learn tools and tips to ensure you are arming all of your employees to give the best quality of service possible.

Interest 4 - Engagement Management (KANA Enterprise)

Latin America Reception

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

720 South Bar

This exclusive reception provides the opportunity to network and engage with Verint's customers and partners from the region.

Interest 4 - Engagement Management (KANA Enterprise)

Charting a Course for Managing Fragmented Interactions

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental A

Are you prepared for the next evolution of customer interactions? In this highly interactive workshop, Scott Hays (Verint) and guest speaker Ian Jacobs (Forrester) will transport you to the not-too-distant future, where more customer interactions will take place in small bursts—or “micro-moments”—of communication over the course of hours or even days. We’ll brainstorm and discuss the potential pitfalls, operational oddities, and analytical anomalies so you can be ready when the future arrives.

Interest 4 - Engagement Management (KANA Enterprise)

Navigating Customer Engagement Optimization: A Real-World Example

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-5

A leading worldwide provider of navigation shares its journey to customer engagement optimization – from its starting point to its ultimate destination. Learn about the route it took, the obstacles it navigated, and the lessons it learned in upgrading to the latest version of Verint Engagement Management (14R1) and implementing Verint Workforce Optimization. Hear how the solutions are working together today and what the company, in partnership with Verint, envisions for the future.

Interest 4 - Engagement Management (KANA Enterprise)

The Future of Self-Service

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Erie

Customer self-service used to simply mean a website. But with emerging technologies around smart devices, wearables, IoT, and more, what are your customers really looking for in self-service? How can you keep up with them and with your competitors? The answers are in a joined-up, multimodal approach that values a customers' most precious resource: their time.

Interest 4 - Engagement Management (KANA Enterprise)

Digital Engagement Strategy – Theory and Practice for the Modern Customer

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Continental C

Can I have your undivided attention? Today’s digital consumer doesn’t want to give it to you. Digital Context author Dr. David Norton explains the mysterious behavior of distracted, multi-tasking digital consumers and offers a framework for engaging with them more effectively. Also, the head of digital engagement at a major insurer, who has deployed a solution designed to optimize engagement with today's consumers, shares real-world experiences from the company’s effort to put theory into practice.

Interest 4 - Engagement Management (KANA Enterprise)

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 4 - Engagement Management (KANA Enterprise)

Knowledge Management - An Essential Component of Omnichannel Customer Engagement

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Lake Erie

Customers frequently just want an answer to a question. Employees are often asked questions, and need to provide answers quickly and accurately. Learn how Knowledge Management underpins customer interactions in Web Self-Service, Email, Secure Messaging, Web Chat, Communities, and Social Media to provide quick access to correct answers.

Interest 4 - Engagement Management (KANA Enterprise)

Coffee Talk - Engagement Management

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Lake Huron

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 5 - Enterprise Workforce Optimization

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 5 - Enterprise Workforce Optimization

The Back Office of the Future Can Be Now - Part 2

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-1

Building on the vision of the back office of the future described in Part 1, this session will focus on the changes in the WHAT, the work, and the HOW, the processes and technologies. Hear how work and processes will be managed in the future, from routing work to individuals to tracking work against end-to-end resolution goals, and how automation, cloud, core system refreshes, and interoperability will impact customer service operations.

Interest 5 - Enterprise Workforce Optimization

Desktop and Process Analytics (DPA) User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental B

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to DPA.

Interest 5 - Enterprise Workforce Optimization

Recording and Quality Management User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental C

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Recording and Quality Management.

Interest 5 - Enterprise Workforce Optimization

WFO IT Serviceability User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental A

This group is focused on serviceability features available in the WFO 15.1 release and what's planned in the future. Our goal is to reduce the ongoing support costs for your organization. With your input and real-world experience, we endeavor to enable WFO administrators to efficiently support their business users. We will gather ideas and input on what product improvements should be made in the product and processes to improve supportability of the product.

Interest 5 - Enterprise Workforce Optimization

Infuse Your Quality Program with Analytics to Take it to the Next Level

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-1

Want to find out who are the most engaging, collaborative, and productive employees in your organization? Want to use that information to drive positive behaviors from everyone? Take advantage of Desktop and Process Analytics and Analytics-Driven Quality to automatically populate QM evaluation fields and improve the sampling of contacts evaluated through Quality Management. We’ll show you how to use data from DPA and ADQ to drive better outcomes.

Interest 5 - Enterprise Workforce Optimization

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 5 - Enterprise Workforce Optimization

New Verint Robotic Process Automation: What It Means For You

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-4

Many organizations have operational areas that require significant staff hours to execute thousands of time-consuming manual business processes each day. Verint’s new Robotic Process Automation provides software robots that can help increase processing efficiency, reduce errors, and cut operational expenses. Learn how this solution can help you automate a wide range of processes across multiple applications to deliver business value around the clock.

Interest 5 - Enterprise Workforce Optimization

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 5 - Enterprise Workforce Optimization

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 5 - Enterprise Workforce Optimization

Build a Unified Enterprise Performance Management Program to Drive Results

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-2

Everyone manages performance in some manner. But how do you unify your solutions and create a culture of improvement with a holistic view of performance management. Learn how unifying scorecards, coaching, elearning and gamification can accelerate performance and drive continuous improvement.

Interest 5 - Enterprise Workforce Optimization

How to Prepare for a Smooth 15.1 Upgrade

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-5

Senior application consultants will present real-life upgrade and migration scenarios to help your business team plan and execute a smooth upgrade to version 15.1. These discussions will include best practices and recommended preparation guidelines from the business application perspective. We will also cover some of the best new features in 15.1 so you can take advantage of them. [Also offered Wednesday at 2:20.]

Interest 5 - Enterprise Workforce Optimization

DPA Tips and Tricks

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-5

Desktop and Process Analytics (DPA) can do a lot of things...but only if you tell it to. DPA experts will demonstrate—step-by-step—how to unleash some high-value capabilities, including new features in DPA 15.1.

Interest 5 - Enterprise Workforce Optimization

How to Get More Value from Software Projects

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental A

Installed software alone does not ensure success. Business stakeholders and IT must work together to make that happen. What transforms software into a solution is the hard work of collaborating on business needs, defining who is accountable/responsible, and knowing what triggers require action. During this interactive workshop, we will explore how to use Continuous Improvement tools including RACI, process mapping, and development of process guides to facilitate tough conversations and adoption.

Interest 5 - Enterprise Workforce Optimization

How to Prepare for a Smooth 15.1 Upgrade

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental C

Senior application consultants will present real-life upgrade and migration scenarios to help your business team plan and execute a smooth upgrade to version 15.1. These discussions will include best practices and recommended preparation guidelines from the business application perspective. We will also cover some of the best new features in 15.1 so you can take advantage of them. [Also offered Wednesday at 1:10.]

Interest 5 - Enterprise Workforce Optimization

How Enablement and Change Management Increase ROI on Your Technology Investment

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-1

Are you considering making a substantial investment in technology? Have past investments not achieved the expected benefits? ROI is directly tied to employees understanding, embracing, adopting and using the solution, yet the people side of technology implementation is often overlooked. Enablement and Change Management best practices can increase the benefits realized and the value created by your technology initiatives.

Interest 5 - Enterprise Workforce Optimization

How to Create a Productivity and Effectiveness Model For Blended Environments

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-3

One of the greatest operational challenges is equitably measuring and managing employees who perform different types of work. Learn how to build a productivity and effectiveness model to objectively and fairly manage blended work teams.

Interest 5 - Enterprise Workforce Optimization

Latin America Reception

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

720 South Bar

This exclusive reception provides the opportunity to network and engage with Verint's customers and partners from the region.

Interest 5 - Enterprise Workforce Optimization

Scorecards User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Lake Michigan

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Scorecards.

Interest 5 - Enterprise Workforce Optimization

Workforce Management (WFM) User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Continental A

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Workforce Management (WFM).

Interest 5 - Enterprise Workforce Optimization

Charting a Course for Managing Fragmented Interactions

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental A

Are you prepared for the next evolution of customer interactions? In this highly interactive workshop, Scott Hays (Verint) and guest speaker Ian Jacobs (Forrester) will transport you to the not-too-distant future, where more customer interactions will take place in small bursts—or “micro-moments”—of communication over the course of hours or even days. We’ll brainstorm and discuss the potential pitfalls, operational oddities, and analytical anomalies so you can be ready when the future arrives.

Interest 5 - Enterprise Workforce Optimization

Measuring the Strength of Employee Relationships with an Employee Experience Program

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Ontario

Employee Experience (EX) and employee engagement are rapidly growing practices that move beyond annual surveys to measuring moments of truth at key touchpoints throughout employee journeys. Join us for a discussion about common touchpoints (interviewing, hiring, onboarding, life changes, new positions, relocation), and the best practices for gathering the voice of the employee and taking the best actions based on that information.

Interest 5 - Enterprise Workforce Optimization

Navigating Customer Engagement Optimization: A Real-World Example

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-5

A leading worldwide provider of navigation shares its journey to customer engagement optimization – from its starting point to its ultimate destination. Learn about the route it took, the obstacles it navigated, and the lessons it learned in upgrading to the latest version of Verint Engagement Management (14R1) and implementing Verint Workforce Optimization. Hear how the solutions are working together today and what the company, in partnership with Verint, envisions for the future.

Interest 5 - Enterprise Workforce Optimization

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 5 - Enterprise Workforce Optimization

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 5 - Enterprise Workforce Optimization

Coffee Talk - Desktop and Process Analytics

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Continental B

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 5 - Enterprise Workforce Optimization

Coffee Talk - Quality and Performance

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Continental C

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 5 - Enterprise Workforce Optimization

Coffee Talk - Workforce Management

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Continental A

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 6 - Fraud, Risk, and Compliance

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 6 - Fraud, Risk, and Compliance

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 6 - Fraud, Risk, and Compliance

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 6 - Fraud, Risk, and Compliance

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 6 - Fraud, Risk, and Compliance

Not Your Father's IVR

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Lake Erie

The interactive voice response (IVR) system has been a mainstay in contact centers for decades. It has earned its keep and improved over time, no doubt. But now it's primed to leapfrog into a new future of personalization and fraud prevention. Learn how gold can be extracted and diamonds cultured with the latest technology in the IVR mine.

Interest 6 - Fraud, Risk, and Compliance

Authenticate Customers Faster and Protect Against Fraud

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-2

Verint Identity Authentication and Fraud Detection, now pre-integrated into 15.1, can save you time on every call by using voice biometrics instead of security questions and simultaneously protect you against fraud. Verint’s findings in fraud detection are showing that your call center can play an unwitting role in online fraud. Learn how the forward-thinking organization can assess “telephony risk” using voice biometrics and by scoring passive factors.

Interest 6 - Fraud, Risk, and Compliance

Navigating Customer Engagement Optimization: A Real-World Example

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-5

A leading worldwide provider of navigation shares its journey to customer engagement optimization – from its starting point to its ultimate destination. Learn about the route it took, the obstacles it navigated, and the lessons it learned in upgrading to the latest version of Verint Engagement Management (14R1) and implementing Verint Workforce Optimization. Hear how the solutions are working together today and what the company, in partnership with Verint, envisions for the future.

Interest 6 - Fraud, Risk, and Compliance

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 6 - Fraud, Risk, and Compliance

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 6 - Fraud, Risk, and Compliance

Coffee Talk - Risk and Compliance

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Boulevard B

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 7 - IT

Don’t Be Discouraged By Disparate Data

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-5

Disparate data remains a challenge for many organizations, resulting in everything from a less than true measurement of performance to incomplete business intelligence. Join this session to learn how you can better leverage and take advantage of your disparate data sources. ethosIQ shares a solution to capture and feed multiple data and/or media sources into your Verint Workforce Optimization applications via a single stream or report for a more accurate and holistic view of your operations.

Interest 7 - IT

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 7 - IT

WFO IT Serviceability User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental A

This group is focused on serviceability features available in the WFO 15.1 release and what's planned in the future. Our goal is to reduce the ongoing support costs for your organization. With your input and real-world experience, we endeavor to enable WFO administrators to efficiently support their business users. We will gather ideas and input on what product improvements should be made in the product and processes to improve supportability of the product.

Interest 7 - IT

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 7 - IT

Automating Quality from the Front End to the Back End

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-5

A leading mutual life insurer and Fortune 100 company is using speech analytics as insurance against a lack of automation and, in turn, poor results. Learn specifically how the organization is embracing and innovatively using speech to automate its quality process to the maximum potential possible, and driving automation across many other workforce optimization applications, such as scorecards, to help elevate agent performance and deliver stellar business results.

Interest 7 - IT

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 7 - IT

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 7 - IT

Disaster Recovery & High Availability in WFO

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Michigan

Planning for natural or manmade disasters is top-of-mind for CIOs around the world to ensure business continuity. It's not a "nice to have." It's a mandate. Businesses depend on WFO software to provide first-class customer service and maximize employee productivity. For most organizations, WFO availability is a crucial component of their infrastructure. Learn about how disaster recovery and high availability are built into Verint WFO solutions.

Interest 7 - IT

How Enablement and Change Management Increase ROI on Your Technology Investment

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-1

Are you considering making a substantial investment in technology? Have past investments not achieved the expected benefits? ROI is directly tied to employees understanding, embracing, adopting and using the solution, yet the people side of technology implementation is often overlooked. Enablement and Change Management best practices can increase the benefits realized and the value created by your technology initiatives.

Interest 7 - IT

How to Build a Business Case for Knowledge Management

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Continental A

You've probably heard about all of the benefits associated with Knowledge Management. Employees find consistent, accurate answers with ease, and customers are thrilled with the experience. But how can you take this idea and make it a reality? In this workshop, we'll discuss best practices for building a business case and ROI model to get a knowledge management project approved for your organization.

Interest 7 - IT

The Benefits of FedRAMP to Government Agencies

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Ontario

Get an overview of FedRAMP (Federal Risk and Authorization Management Program), a government-wide initiative that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Learn about the program’s goals, benefits, and key processes and get practical insight into securing permission, or an Authorization to Operate (ATO), to use cloud products and services.

Interest 7 - IT

Latin America Reception

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

720 South Bar

This exclusive reception provides the opportunity to network and engage with Verint's customers and partners from the region.

Interest 7 - IT

Navigating Customer Engagement Optimization: A Real-World Example

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-5

A leading worldwide provider of navigation shares its journey to customer engagement optimization – from its starting point to its ultimate destination. Learn about the route it took, the obstacles it navigated, and the lessons it learned in upgrading to the latest version of Verint Engagement Management (14R1) and implementing Verint Workforce Optimization. Hear how the solutions are working together today and what the company, in partnership with Verint, envisions for the future.

Interest 7 - IT

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 7 - IT

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 8 - Back-Office Operations

Don’t Be Discouraged By Disparate Data

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-5

Disparate data remains a challenge for many organizations, resulting in everything from a less than true measurement of performance to incomplete business intelligence. Join this session to learn how you can better leverage and take advantage of your disparate data sources. ethosIQ shares a solution to capture and feed multiple data and/or media sources into your Verint Workforce Optimization applications via a single stream or report for a more accurate and holistic view of your operations.

Interest 8 - Back-Office Operations

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 8 - Back-Office Operations

The Back Office of the Future Can Be Now - Part 1

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-4

Recognizing the impact the back-office has on delivering exceptional customer service and enterprise performance, organizations are finally taking steps to transform the back office. Come to this session as we discuss the industry trends impacting the Who, What, Where and How of back-office operations, and dive more deeply into the WHO or rather the changing make up and demands of the workforce.

Interest 8 - Back-Office Operations

Think Outside the Box - How to Optimize Analytics with DPA

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-2

Learn how to use Verint Desktop and Process Analytics (DPA) to further improve your business. In this engaging session, delivered by an actual DPA user, you'll experience examples of various trigger types currently in production. Participants will be inspired to apply these techniques to help solve unique challenges they encounter in everyday business life. [Also offered on Tuesday at 3:10 p.m.]

Interest 8 - Back-Office Operations

The Back Office of the Future Can Be Now - Part 2

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-1

Building on the vision of the back office of the future described in Part 1, this session will focus on the changes in the WHAT, the work, and the HOW, the processes and technologies. Hear how work and processes will be managed in the future, from routing work to individuals to tracking work against end-to-end resolution goals, and how automation, cloud, core system refreshes, and interoperability will impact customer service operations.

Interest 8 - Back-Office Operations

Think Outside the Box - How to Optimize Analytics with DPA

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-5

Learn how to use Verint Desktop and Process Analytics (DPA) to further improve your business. In this engaging session, delivered by an actual DPA user, you'll experience examples of various trigger types currently in production. Participants will be inspired to apply these techniques to help solve unique challenges they encounter in everyday business life. [Also offered on Tuesday at 1:40 p.m.]

Interest 8 - Back-Office Operations

Desktop and Process Analytics (DPA) User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental B

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to DPA.

Interest 8 - Back-Office Operations

How Verint Workforce Optimization Version 15.1 Can Benefit Your Organization

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental B

Hear how the online pharmacy fulfillment arm of a leading healthcare insurer migrated to Verint Workforce Optimization 15.1 to take advantage of the new Performance Management user interface, capabilities, and integrations with Coaching and eLearning. Hear about lessons learned and take away new ways to utilize performance management to improve employee productivity and engagement.

Interest 8 - Back-Office Operations

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 8 - Back-Office Operations

New Verint Robotic Process Automation: What It Means For You

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-4

Many organizations have operational areas that require significant staff hours to execute thousands of time-consuming manual business processes each day. Verint’s new Robotic Process Automation provides software robots that can help increase processing efficiency, reduce errors, and cut operational expenses. Learn how this solution can help you automate a wide range of processes across multiple applications to deliver business value around the clock.

Interest 8 - Back-Office Operations

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 8 - Back-Office Operations

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 8 - Back-Office Operations

Build a Unified Enterprise Performance Management Program to Drive Results

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-2

Everyone manages performance in some manner. But how do you unify your solutions and create a culture of improvement with a holistic view of performance management. Learn how unifying scorecards, coaching, elearning and gamification can accelerate performance and drive continuous improvement.

Interest 8 - Back-Office Operations

Don't Be a Monday Morning QB – Build a Championship Desktop and Process Analytics Program

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Continental B

A financial industry leader shares a highlight reel of DPA processes – from snap to touchdown. Learn how to create your own game plan to avoid a blitz of DPA requests. Run and pass your way through intake, prioritization, implementation, and execution on the field using a playbook of triggers featuring functions such as Popup Messages and Data Propagation. Gain precious yardage to help you drive operational efficiency, reduce customer effort, and win the big game!

Interest 8 - Back-Office Operations

DPA Tips and Tricks

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-5

Desktop and Process Analytics (DPA) can do a lot of things...but only if you tell it to. DPA experts will demonstrate—step-by-step—how to unleash some high-value capabilities, including new features in DPA 15.1.

Interest 8 - Back-Office Operations

How to Get More Value from Software Projects

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Continental A

Installed software alone does not ensure success. Business stakeholders and IT must work together to make that happen. What transforms software into a solution is the hard work of collaborating on business needs, defining who is accountable/responsible, and knowing what triggers require action. During this interactive workshop, we will explore how to use Continuous Improvement tools including RACI, process mapping, and development of process guides to facilitate tough conversations and adoption.

Interest 8 - Back-Office Operations

How to Use Gamification To Supercharge Your Performance Management Program

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Huron

Get a tour of Verint Gamification and learn how it can supercharge your performance management program through direct and consistent engagement with your employees. Learn best practices and the benefits of creating an employee engagement initiative by using Gamification to drive behaviors to support key business and organizational objectives (e.g., productivity, consistency, retention).

Interest 8 - Back-Office Operations

Disaster Recovery & High Availability in WFO

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Michigan

Planning for natural or manmade disasters is top-of-mind for CIOs around the world to ensure business continuity. It's not a "nice to have." It's a mandate. Businesses depend on WFO software to provide first-class customer service and maximize employee productivity. For most organizations, WFO availability is a crucial component of their infrastructure. Learn about how disaster recovery and high availability are built into Verint WFO solutions.

Interest 8 - Back-Office Operations

How Enablement and Change Management Increase ROI on Your Technology Investment

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-1

Are you considering making a substantial investment in technology? Have past investments not achieved the expected benefits? ROI is directly tied to employees understanding, embracing, adopting and using the solution, yet the people side of technology implementation is often overlooked. Enablement and Change Management best practices can increase the benefits realized and the value created by your technology initiatives.

Interest 8 - Back-Office Operations

How to Create a Productivity and Effectiveness Model For Blended Environments

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-3

One of the greatest operational challenges is equitably measuring and managing employees who perform different types of work. Learn how to build a productivity and effectiveness model to objectively and fairly manage blended work teams.

Interest 8 - Back-Office Operations

It Takes Two to Tango: Using Verint Tools in Tandem for Maximum Results

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Continental B

A diversified financial services firm shows you how it uses speech analytics with desktop and process analytics to chart application usage and call center hold times; how it uses speech analytics with workforce management (WFM) to improve contact resolution; and how it plans to use WFM with process discovery to reduce process variation. Learn how you can effectively use multiple Verint applications together, and waltz your way to heightened efficiency and performance.

Interest 8 - Back-Office Operations

Scorecards User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Lake Michigan

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Scorecards.

Interest 8 - Back-Office Operations

Measuring the Strength of Employee Relationships with an Employee Experience Program

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Ontario

Employee Experience (EX) and employee engagement are rapidly growing practices that move beyond annual surveys to measuring moments of truth at key touchpoints throughout employee journeys. Join us for a discussion about common touchpoints (interviewing, hiring, onboarding, life changes, new positions, relocation), and the best practices for gathering the voice of the employee and taking the best actions based on that information.

Interest 8 - Back-Office Operations

Turning Strategy into Results… Driving a Global Implementation

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-1

A leading technology provider deployed the Verint Strategic Desktop and Process Analytics tool to a highly complex global organization with clients in multiple industries and operations around the world. Learn about the company’s progression from pre-sales engagement to “big bang” deployment strategy and implementation. Hear the “key lessons learned” and the essentials to using Verint to successfully navigate the sales process, purchasing, planning, and deployment for a large-scale technology initiative.

Interest 8 - Back-Office Operations

Changing the Work Culture to Increase Solution Adoption

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Continental A

Engage with your peers in this workshop-style discussion to generate and exchange ideas on how to transform the way you work, including the processes and corporate culture, to help ensure solution adoption of your Enterprise Workforce Management, Performance Management, and Desktop Analytics Solution. Facilitated by Verint subject matter experts, you’ll get top tips to take back to your organization to gain employee buy-in and fully leverage your Verint solutions.

Interest 8 - Back-Office Operations

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 8 - Back-Office Operations

Coffee Talk - Back-Office Operations

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Lake Erie

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 9 - Knowledge Management

Making Employees More Knowledgeable Across the Globe

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental C

In this session, a provider of device protection and support services for smartphones, tablets, consumer electronics, and other household items steps you through the plans and architecture for its global knowledge management deployment. Hear how it is building out its program and innovatively making its knowledge base available across the globe to further optimize service and support. Then be sure to attend the complementary session on how to evolve your knowledge content from good to great.

Interest 9 - Knowledge Management

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 9 - Knowledge Management

Achieving World-Class Knowledge Management

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Erie

Knowledge Management delivers tremendous business benefits when implemented properly. There are proven practices and paths to success in defining and evolving your knowledge management solution. This presentation will give you the tips and tricks on how to envision the right approach for your organization, model and migrate your content, engage your users and evolve your company toward world-class KM. We will include many real-world examples and stories of what works, and what to avoid.

Interest 9 - Knowledge Management

Forward-Thinking Use of Engagement Management for Municipalities

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Ontario

Gain valuable insight into a regional municipality’s uses of Verint Engagement Management, including service requests and e-forms, to deliver better service to its back-end departments. Learn the unique ways it is enabling more-effective staff management and the innovative integrations it has developed to help its customer service representatives provide more well-rounded service to residents. Finally, learn how it links Verint Engagement Management with Verint Workforce Optimization to deliver even higher levels of service.

Interest 9 - Knowledge Management

How to Create Knowledge that Works

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Huron

Learn best practices in writing and organizing your knowledge base so information is findable, usable, and easy to understand. Learn tips about article titling and structure, taxonomy building, user interface best practices, and more.

Interest 9 - Knowledge Management

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 9 - Knowledge Management

Knowledge Management Content Improvement Strategies that Create a Wow Effect

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental B

A knowledge management solution must contain relevant, engaging, clear, consistent, and easy-to-use content. Knowledge administrators from a leading mutual insurer will share recommendations that will help your authors create content that not only meets, but also exceeds this criteria. Get insight into the resources they make available to drive proficiency in content creation and continuous improvement, and how they continuously interact with authors and agents to encourage and enable improved usage.

Interest 9 - Knowledge Management

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 9 - Knowledge Management

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 9 - Knowledge Management

Extreme Makeover Knowledge Edition – Evolving Your Knowledge from Good to GREAT

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Lake Michigan

A knowledge base is only as good as the content it delivers. Strong standards and style guidelines can drive huge improvements in the quality, usability, and discoverability of your content. Learn how one company transformed its knowledge usage and value through the application of strong content management techniques, resulting in dramatic improvements in knowledge usage, support quality, and handle time. In addition, understand the key best practices enabled in this company’s work.

Interest 9 - Knowledge Management

Best Practices for Knowledge Management Reporting and Analytics

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Erie

A leading mutual insurance company and Verint will both discuss best practices around knowledge management (KM) reporting and analytics. You will learn about the mutual insurer’s journey from standard KM to custom reports, including examples and the role of analytics in driving effectiveness. And you will learn from Verint’s experience in helping organizations effectively measure, communicate, and link KM activities to business outcomes, including the process of building a KM metrics practice.

Interest 9 - Knowledge Management

How to Build a Business Case for Knowledge Management

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Continental A

You've probably heard about all of the benefits associated with Knowledge Management. Employees find consistent, accurate answers with ease, and customers are thrilled with the experience. But how can you take this idea and make it a reality? In this workshop, we'll discuss best practices for building a business case and ROI model to get a knowledge management project approved for your organization.

Interest 9 - Knowledge Management

Using Web Services and Integrated Knowledge to Improve Call Agent Experience

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Michigan

Learn how one Canadian city extensively integrated knowledge management within its operations, creating a design that significantly improves usability. Get insights you can use in your own organization – from the creative use of script flow and e-forms to automate screen changes and eliminate non-intuitive steps to the ability to start calls via a visually compelling menu within knowledge management or in script flow – to create a more natural flow and clear next steps for agents.

Interest 9 - Knowledge Management

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 9 - Knowledge Management

Knowledge Management - An Essential Component of Omnichannel Customer Engagement

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Lake Erie

Customers frequently just want an answer to a question. Employees are often asked questions, and need to provide answers quickly and accurately. Learn how Knowledge Management underpins customer interactions in Web Self-Service, Email, Secure Messaging, Web Chat, Communities, and Social Media to provide quick access to correct answers.

Interest 10 - Marketing

Strengthening Customer Engagement – Beyond the Survey

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Michigan

Understanding the voice of the customer is a critical step to increasing retention and accelerating revenue growth. Translating this into action by employees can be pivotal for securing sustainable results. Learn why customer engagement matters and how to ensure employees “buy the why;” how to empower employees to engage customers differently through understanding “how” they make a difference; and how to mine employee insight into “what” your customers care about to further strengthen engagement.

Interest 10 - Marketing

7 Essential Keys to Your New Voice of the Customer Program

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-4

Are you taking over or considering initiating a customer experience (CX) program for your organization? Several key concepts are fundamental to realizing the value of Verint Enterprise Feedback Management, including program considerations for voice of the customer and voice of the employee, survey creation, deployment, analysis, panel management, reporting, and administration.

Interest 10 - Marketing

Master Class - Customer Experience Management

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-2

Ready to move your CX, VoC or VoE program to the next level? In this session, you will learn best practices for increasing the value you can deliver using Verint Enterprise Management. This session will cover how panels are used to improve respondent segmentation, improving survey response rates by reducing respondent fatigue, and improving the timeliness and quality of actionable intelligence. This session will also focus on best practices for using case management to implement a closed loop process for continuous improvement of the customer or employee experience.

Interest 10 - Marketing

Grow Customer Loyalty and Engagement with a Branded Online Community

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Salon A-3

How do you crank up customer engagement, increase average revenue per customer, and maintain retention rates? Create a public space for your customers to engage with peers and your brand. Hear from one team on how it built and established multiple, flourishing communities under its company brand – slashing support case costs while creating additional value and more intimate brand loyalty for customers.

Interest 10 - Marketing

Beyond Quality - How to Automate and Accelerate Your Quality and CX Programs Using Multichannel Customer Feedback

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-2

Learn how to improve agent performance beginning with interactive voice response (IVR) surveys and moving to a multichannel approach by adding Enterprise Feedback Management to your Quality and Customer Experience (CX) programs.

Interest 11 - Branch Operations

Don’t Be Discouraged By Disparate Data

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-5

Disparate data remains a challenge for many organizations, resulting in everything from a less than true measurement of performance to incomplete business intelligence. Join this session to learn how you can better leverage and take advantage of your disparate data sources. ethosIQ shares a solution to capture and feed multiple data and/or media sources into your Verint Workforce Optimization applications via a single stream or report for a more accurate and holistic view of your operations.

Interest 11 - Branch Operations

Optimize Your Business Outcomes with Strategic Desktop and Process Analytics

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Salon A-1

Many financial institutions and other organizations have little or no visibility into the activities and processes of individual employees in customer service and sales. This lack of information can make it difficult to identify issues, recognize effective sales behaviors and techniques, and gain insight necessary for optimizing operations. Hear customer case studies on how desktop and process analytics can help deliver better business outcomes across the branch network, back office, and beyond.

Interest 11 - Branch Operations

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 11:40 a.m.]

Interest 11 - Branch Operations

Branch User Group, Part 1

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Salon A-4

The branch customer user group is an interactive session for attendees to share with peers and learn how others are tackling the challenges of today's banking environment and exceeding customer expectations. (Part 2 of this session is scheduled to begin at 4:20 p.m.)

Interest 11 - Branch Operations

Branch User Group, Part 2

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Salon A-4

The branch customer user group is an interactive session for attendees to share with peers and learn how others are tackling the challenges of today's banking environment and exceeding customer expectations. (This session is a continuation of Part 1, which is scheduled to begin at 3:10 p.m.)

Interest 11 - Branch Operations

Desktop and Process Analytics (DPA) User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Continental B

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to DPA.

Interest 11 - Branch Operations

How to Evolve Your Branch WFM for Today’s Changing Environment

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Salon A-2

Have you introduced new employee roles and strategies to some or all of your branches? Or are you considering doing so as part of your future branch initiatives to support better customer engagement? Learn how a leading bank has evolved their use of branch workforce management to improve their activity-based scheduling across their network for a better customer experience.

Interest 11 - Branch Operations

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Continental A

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 11:40 a.m.]

Interest 11 - Branch Operations

How the On-Demand Economy Translates to Bank Customer Experience

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-1

Consumers today want products and services on-demand in a highly personalized manner, yet prefer a face-to-face experience when making big financial commitments. TimeTrade’s survey of 2,000 consumers reveals that younger demographics, such as Millennials and Gen Z (20 and under) especially value in-person discussions due to first-home buying and launching long-term retirement plans. This session will also discuss the importance of using branch customer feedback to improve the customer experience.

Interest 11 - Branch Operations

New Verint Robotic Process Automation: What It Means For You

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Salon A-4

Many organizations have operational areas that require significant staff hours to execute thousands of time-consuming manual business processes each day. Verint’s new Robotic Process Automation provides software robots that can help increase processing efficiency, reduce errors, and cut operational expenses. Learn how this solution can help you automate a wide range of processes across multiple applications to deliver business value around the clock.

Interest 11 - Branch Operations

Planning Your Own Path to Customer Engagement Optimization

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental A

The journey to industry-leading customer engagement can feel overwhelming. Even with a clear and compelling vision, the road to get there is full of challenges. To achieve your vision, you need a long-term roadmap with definitive targets where you can claim victory, reap the results, and move on to the next goal. This workshop will guide you in developing your own roadmap while we share examples of others we have created. [Also offered on Tuesday at 1:40 p.m.]

Interest 11 - Branch Operations

Verint Customer Engagement Optimization Vision and Strategy

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Continental C

Verint's vision for Customer Engagement Optimization is to help organizations know, empower, and connect with their customers and employees for better outcomes with less effort. Take a glimpse into the future of the solutions, including new user experiences, mobile applications, analytics and operational synergies, APIs, microservices, and more. Be among the first to know and set your sights on an exciting future. [Also offered on Tuesday at 10:30 a.m.]

Interest 11 - Branch Operations

A Non-Technical View: How Branch Workforce Management is Transforming Customer Service

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Continental C

Hear from an innovative Florida credit union about its workforce management project and how branch workforce management is providing greater control to help its central operations team optimize the staffing needs across its store network. In addition to enabling improved scheduling and operational efficiency, this organization has built a management process around use of the technology, and has seen significant improvements in the customer service culture in its front offices.

Interest 11 - Branch Operations

Build a Unified Enterprise Performance Management Program to Drive Results

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Salon A-2

Everyone manages performance in some manner. But how do you unify your solutions and create a culture of improvement with a holistic view of performance management. Learn how unifying scorecards, coaching, elearning and gamification can accelerate performance and drive continuous improvement.

Interest 11 - Branch Operations

Beyond Compliance – How Speech Analytics adds Value to Branch Recording

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Lake Ontario

Discover how Branch Recording can capture the face-to-face conversations of your customers and employees using the proven technology that contact centers have relied on for years. When combined with Speech Analytics and Quality Management, Branch Recording can provide actionable insights to help you improve the quality of these interactions and the sales effectiveness of your branch or store employees, while also providing an electronic record that can be used for regulatory compliance.

Interest 11 - Branch Operations

How Enablement and Change Management Increase ROI on Your Technology Investment

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-1

Are you considering making a substantial investment in technology? Have past investments not achieved the expected benefits? ROI is directly tied to employees understanding, embracing, adopting and using the solution, yet the people side of technology implementation is often overlooked. Enablement and Change Management best practices can increase the benefits realized and the value created by your technology initiatives.

Interest 11 - Branch Operations

Scorecards User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Lake Michigan

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Scorecards.

Interest 11 - Branch Operations

Charting a Course for Managing Fragmented Interactions

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental A

Are you prepared for the next evolution of customer interactions? In this highly interactive workshop, Scott Hays (Verint) and guest speaker Ian Jacobs (Forrester) will transport you to the not-too-distant future, where more customer interactions will take place in small bursts—or “micro-moments”—of communication over the course of hours or even days. We’ll brainstorm and discuss the potential pitfalls, operational oddities, and analytical anomalies so you can be ready when the future arrives.

Interest 11 - Branch Operations

Consumer Banking Preferences and Industry Technology Trends Driving Omnichannel Change

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Continental C

The latest market research from IDC confirms the need for banks to invest in every interaction channel – from branches to contact centers to social media – to ensure high quality customer engagement. Marc DeCastro shares his insights into this data as well as IDC’s key drivers for financial services and technology investment, and how you can apply them to address your organization’s challenges.

Interest 11 - Branch Operations

Measuring the Strength of Employee Relationships with an Employee Experience Program

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Ontario

Employee Experience (EX) and employee engagement are rapidly growing practices that move beyond annual surveys to measuring moments of truth at key touchpoints throughout employee journeys. Join us for a discussion about common touchpoints (interviewing, hiring, onboarding, life changes, new positions, relocation), and the best practices for gathering the voice of the employee and taking the best actions based on that information.

Interest 11 - Branch Operations

Got Cloud? How to Build a Winning Cloud Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Salon A-5

As the digital age transforms customer engagement, companies are now seeking alternative methods to quickly adapt to customer demand. Most IT departments have adopted or are seriously considering cloud-based solutions. It’s not a one-size-fits-all nor a once-and-for-all decision. What cloud strategy is right for you? Learn key cloud market trends, common cloud myths, and tips and tricks for a successful cloud transition.

Interest 11 - Branch Operations

Using Branch Scorecards to Improve Store and Employee Performance

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Lake Huron

Are you capturing data from your branch operations and sharing it with your employees and managers using Branch Scorecards? Discover the value of not just reporting numbers, but establishing key performance metrics and goals for each employee role, and for each branch type. Learn how to align operational scorecards with your management process to optimize store and employee performance.

Interest 11 - Branch Operations

Coffee Talk - Branch Workforce Optimization

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Lake Michigan

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 12 - Government and Public Sector

Verint's Digital First Engagement Management Solution for Government and Public Sector - Part 1

Tuesday, June 28, 2016
1:40 PM - 2:40 PM

Lake Ontario

Most public sector organizations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? Take an in-depth look at the capabilities, benefits and opportunities provided by Verint’s Digital First Engagement Management proposition. This is part 1 of a two-part session that continues after the coffee break.

Interest 12 - Government and Public Sector

Verint's Digital First Engagement Management Solution for Government and Public Sector - Part 2

Tuesday, June 28, 2016
3:10 PM - 4:10 PM

Lake Ontario

Most public sector organizations have a digital first customer engagement strategy, but many are not seeing the full benefit. How can you ensure that your digital first strategy delivers real ROI? Take an in-depth look at the capabilities, benefits and opportunities provided by Verint’s Digital First Engagement Management proposition. This is part 2 of a two-part session that begins before the coffee break.

Interest 12 - Government and Public Sector

Government and Public Sector/LAGAN User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Lake Ontario

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Government and Public Sector and LAGAN Engagement Management.

Interest 12 - Government and Public Sector

Forward-Thinking Use of Engagement Management for Municipalities

Tuesday, June 28, 2016
10:30 AM - 11:30 AM

Lake Ontario

Gain valuable insight into a regional municipality’s uses of Verint Engagement Management, including service requests and e-forms, to deliver better service to its back-end departments. Learn the unique ways it is enabling more-effective staff management and the innovative integrations it has developed to help its customer service representatives provide more well-rounded service to residents. Finally, learn how it links Verint Engagement Management with Verint Workforce Optimization to deliver even higher levels of service.

Interest 12 - Government and Public Sector

Digital First - Why, What, How, and Where?

Tuesday, June 28, 2016
11:40 AM - 12:40 PM

Lake Michigan

We will introduce the concepts, practicalities and experiences of Digital First services in the Government and Public Sector. We will look at why it is important and the benefits that can be realized; how to get started with a Digital First strategy and some pragmatic approaches to implementation that can be adopted to help avoid problems. Finally we will touch on some real-life examples of Digital First projects, from around the world.

Interest 12 - Government and Public Sector

Lessons Learned - How to Prepare for a Verint CRM Implementation

Wednesday, June 29, 2016
1:10 PM - 2:10 PM

Lake Ontario

The city of Richmond, one of America’s oldest cities, shares lessons learned that impacted the implementation of its Verint Engagement Management (CRM) system. Hear about internal technology considerations, preparing end users, promoting the application, and next steps under consideration.

Interest 12 - Government and Public Sector

Enhancing Your Digital First Services

Wednesday, June 29, 2016
2:20 PM - 3:20 PM

Salon A-1

Learn how some other Verint solutions can enhance and add value to Digital First services. Learn how Contact Solutions' My:Time can help you provide better service to modern citizens who see no distinction between the communication channels they use. And learn how your digital services can benefit from Telligent Communities by offering citizens access to community-based support forums.

Interest 12 - Government and Public Sector

Customer and Employee Experience Programs for Government and Public Sector Organizations

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Salon A-4

Feedback management is being used in diverse ways to measure the effectiveness of all types of public service across all branches of government services. Explore the options and benefits of using Verint Enterprise Feedback Management to improve citizen and employee satisfaction. Hear some real-world examples to learn how your government or public sector organization can use the solution to enhance your services.

Interest 12 - Government and Public Sector

The Benefits of FedRAMP to Government Agencies

Wednesday, June 29, 2016
3:50 PM - 4:50 PM

Lake Ontario

Get an overview of FedRAMP (Federal Risk and Authorization Management Program), a government-wide initiative that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Learn about the program’s goals, benefits, and key processes and get practical insight into securing permission, or an Authorization to Operate (ATO), to use cloud products and services.

Interest 12 - Government and Public Sector

Using Web Services and Integrated Knowledge to Improve Call Agent Experience

Wednesday, June 29, 2016
10:00 AM - 11:00 AM

Lake Michigan

Learn how one Canadian city extensively integrated knowledge management within its operations, creating a design that significantly improves usability. Get insights you can use in your own organization – from the creative use of script flow and e-forms to automate screen changes and eliminate non-intuitive steps to the ability to start calls via a visually compelling menu within knowledge management or in script flow – to create a more natural flow and clear next steps for agents.

Interest 12 - Government and Public Sector

Government Engagement Management Solution Vision and Strategy

Wednesday, June 29, 2016
11:10 AM - 12:10 PM

Lake Ontario

Learn about the new Government Engagement Management (LAGAN) 2016 releases, which include our new converged thin client Employee Desktop, new online forms, new Knowledge Management, new LAGAN Cloud and new Customer Mobile. We will also cover upgrade pathways for the new releases. Digital First web capabilities are covered separately in a series of sessions on Day 2 of the conference (Tuesday).

Interest 12 - Government and Public Sector

Coffee Talk - Government and Public Sector

Thursday, June 30, 2016
8:30 AM - 10:00 AM

Lake Ontario

We saved the best for last! Be sure NOT to miss Coffee Talk, one of the most highly-rated, engaging sessions year after year! Unwind from the customer appreciation festivities from the night before over a cup of coffee or tea with your peers and Verint experts. Take what you've learned throughout the conference and ask questions, share best practices, and bolster your action plan for your return to the office.

Interest 13 - KANA IQ/Response

KANA Response User Group

Tuesday, June 28, 2016
4:20 PM - 5:45 PM

Lake Michigan

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to KANA Response.

Interest 13 - KANA IQ/Response

Knowledge Management and KANA IQ User Group

Wednesday, June 29, 2016
5:00 PM - 6:15 PM

Lake Ontario

Discover best practices and lessons learned, and provide input to the Verint team in this forum devoted to Knowledge Management and KANA IQ.