Pre-Conference Workshops

What Is It All About?

Pre-conference workshop sessions help you gain additional insight into Verint and KANA solutions before the Engage conference begins. Sessions are organized into themes that focus on industry best practices and/or features in our solutions.

Pre-registration is required to attend pre-conference workshop sessions. You must be registered for the main conference to register for pre-conference workshops. Please note that space is limited and available on a first-come, first-served basis. 


Pre-conference Workshop – Pricing, Duration and Format

The pre-conference workshop registration fees are $250 USD per session. Fees include breakfast and lunch for all pre-conference workshop sessions.

Workshop Duration

Each workshop is planned for three hours.

Workshop Format

The workshops will be facilitated by an expert Verint consultant in a classroom format. The consultant will demonstrate in a lab environment and provide students with supplemental presentation material and product documentation as appropriate. No laptops are required for these sessions.

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

Please Note:  Everyone is welcome to attend, but the topics covered in these workshops are intended for an audience that has previous experience with the applications noted in the workshop descriptions.


Pre-Conference Tracks

Customer-Centric Engagement

The workshops are intended to complement the “Customer-Centric Engagement” theme sessions during the Engage conference.

Workshop 1: Unlocking the Potential of Engagement Management through Smart Configuration
Monday, June 27, 2016
9:00am—12:00pm

  • Topics: Learn the latest techniques to improve the way your organization uses Engagement Management. Using real customer examples, we will explore some of the configuration possible using Knowledge Management, Case Management, Smart Context, and Web Self Service. This session will provide a fresh perspective on new ways to use out-of-the-box functionality

    Audience: Engagement management professionals and business analysts who are responsible for the configuration of the application

    Applications Discussed: Verint Engagement Management (formerly KANA Enterprise)

Workshop 2: Knowledge Management within Government – Unlocking the Potential
Monday, June 27, 2016
1:00pm—4:00pm

  • Topics: During this session, we will look at how some of our government customers are improving the way they use Knowledge Management simply through smart configuration. We will reveal some useful tips and tricks and provide a fresh perspective on new ways to use out-of-the-box functionality

    Audience: Knowledge management professionals who are responsible for the configuration of the knowledge base and the Verint Government Engagement Management application

    Applications Discussed: Verint Government Engagement Management (formerly LAGAN Enterprise)

Employee Engagement and Productivity

These workshops are intended to complement the “Employee Engagement and Productivity” theme sessions during the Engage conference.

Workshop 1: Empowering Employees with Targeted KPIs in Performance Management
Monday, June 27, 2016
9:00am—12:00pm

  • Topics: Discuss different approaches for collecting and aggregating metrics to deliver a timely, concise, and empowering message to individuals on their current performance.

    Audience: Application administrators who are responsible for setting up scorecards, and managers / supervisors responsible for managing team member performance

    Applications Discussed: Verint Performance Management, Workforce Management, Quality Management

Workshop 2: Delivering the Message at the Right Time to Team Members with Lesson Management
Monday, June 27, 2016
1:00pm—4:00pm

  • Topics: Learn new methods on how you can deliver training, coaching, and messaging to your team members at the optimal time to help employees provide an excellent customer experience while also balancing the business objectives.

    Audience: Managers and supervisors responsible for coaching and training team members

    Applications Discussed: Verint Lesson Management, Coaching and Workforce Management

From Analytics to Action

These workshops are intended to complement the “From Analytics to Action” theme sessions during the Engage conference.

Workshop 1: Building Effective Triggers using Desktop and Process Analytics
Monday, June 27, 2016
9:00am—12:00pm

  • Topics: Provides a strategic focus on building analytical triggers and processes that drive an excellent customer experience and provide valuable analytics to bring efficiencies to action.

    Audience: Administrators, managers, and supervisors interested in creating and managing triggers to evaluate the effectiveness of the organization

    Applications Discussed: Verint Desktop and Process Analytics, Performance Management

Workshop 2: Providing Quality Evaluation Feedback through Coaching
Monday, June 27, 2016
1:00pm—4:00pm

  • Topics:  Presents approaches for taking evaluation data from Quality Management to provide performance feedback to team members and improve the customer experience.

    Audience:  Managers and supervisors responsible for coaching and training team members

    Applications Discussed: Verint Coaching, Quality Management

Improving Operational Efficiency

The workshops are intended to complement the “Improving Operational Efficiency” theme sessions during the Engage conference.

Workshop 1: Staying Current using Workforce Management Forecasting Tools
Monday, June 27, 2016
9:00am—12:00pm

  • Topics:  Forecast and plans have to be revised when the environment changes, and this session will show you how to be prepared to update forecasts, shift schedules, and review the data points available to assist with making these decisions.

    Audience: Workforce management forecasting users responsible for setting up and maintaining forecasts

    Applications Discussed: Verint Workforce Management

Workshop 2: Finding Creative Staffing Strategies in an Evolving Workspace
Monday, June 27, 2016
1:00pm—4:00pm

  • Topics:  Preparing for an environment that is constantly changing can be a challenge. This session will explore creative approaches to analyze different scenarios about shifts, headcount, skills, and organization structures.

    Audience:  Workforce management schedulers responsible for creating schedules and providing staffing plans

    Applications Discussed: Verint Workforce Management, Strategic Planner

Navigating Digital Transformation

The workshops are intended to complement the “Navigating Digital Transformation” theme sessions during the Engage conference.

Workshop 1: Collecting Actionable Information with Enterprise Feedback Management
Monday, June 27, 2016
9:00am — 12:00pm

  • Topics:  This session focuses on providing strategies for collecting critical feedback from customers at the point of contact and following up on those interactions in the current digital world we navigate.

    Audience:
      Customer experience professionals, survey authors and business analysts who are responsible for identifying trends, reporting on results and driving actions from customer feedback

    Applications Discussed:
    Verint Enterprise Feedback Management

Workshop 2: Targeting Quality Evaluations to Key Business Objectives
Monday, June 27, 2016
1:00pm — 4:00pm

  • Topics:  This session focuses on the interactions in Quality Management that drive results to improve customer experience, decrease costs, and improve efficiencies within the fluid environment to remain on top of trends.

    Audience:
    Quality analysts, reporting analysts, and managers responsible for evaluating results and driving improvements in Quality Management

    Applications Discussed:
    Verint Quality Management, Analytics-Driven Quality

Solutions in Action

The workshops are intended to complement the “Solutions in Action” theme sessions during the Engage conference.

Workshop 1: Advanced eForms in Action
Monday, June 27, 2016

9:00am — 12:00pm

  • Topics: Within this workshop, we will explore some of the advanced configuration possible when using eForms and look at ways that they are being used by projects to extend the functionality of the solution. The topics include embedding video and maps with editable content; advanced eForm logic; JavaScript and eForms; API calls within eForms; using eForms as IIComponents and much more.

    Audience:
    Business and Technical Consultants

    Applications Discussed:
    Verint Government Engagement Management (formerly LAGAN Enterprise)

Workshop 2: Engagement Management v15 in Action
Monday, June 27, 2016
1:00pm — 4:00pm

  • Topics:  Learn how to use the latest features available in Engagement Management V.15. We will explore the enhancements that have been made to the product and discuss in context how your organization can make the best use of these. The topics include using the Knowledge Faceted Search; exposing knowledge to Google; using HTML5 in knowledge content; configuring a micro eService site and more.

    Audience:
     Any users of Engagement Management (formerly KANA Enterprise)

    Applications Discussed:
    Verint Engagement Management (formerly KANA Enterprise)

Trends and Strategies

The workshops are intended to complement the “Trends and Strategies” theme sessions during the Engage conference.

Workshop 1: Extracting Results and Trends through SSRS Reports
Monday, June 27, 2016
9:00am—12:00pm

  • Topics:  There is a lot of data available, and knowing how to get to it quickly is important in a busy environment. This session will review methods to finding data that you need to provide trends and strategies to the right people.

    Audience:
    Reporting analysts and managers interested in the reporting capabilities of the Workforce Management and Performance Management Solutions

    Applications Discussed:
    Verint Workforce Management, Performance Management

Workshop 2: Identifying Trends Quickly through Advanced Speech Analytics
Monday, June 27, 2016
1:00pm—4:00pm

  • Topics:  This session presents ideas and strategies to help expedite the process of finding the right categories and data points for your business.

    Audience:
     Business, reporting and data analysts who are responsible for identifying trends, reporting on results and driving actions

    Applications Discussed:
    Verint Speech Analytics

Understanding the Technology

The workshops are intended to complement the “Understanding the Technology” theme sessions during the Engage conference.

Workshop 1: Understanding the Underlying Architecture
Monday, June 27, 2016

9:00am — 12:00pm

  • Topics: This session reviews system architecture, processes, routine tasks and recently released features.

    Audience:
    Telecom, IT, network administrators interested in reviewing content and participating in discussions

    Applications Discussed:
    Verint Intelligent Call Recording, Quality Management, Workforce Management, Speech Analytics, Desktop and Process Analytics, Performance Management

Workshop 2: Supporting the Technology Efficiently
Monday, June 27, 2016
1:00pm — 4:00pm

  • Topics:  This session focuses on reviewing log files, monitoring relevant alarms, and gathering useful data to troubleshoot the system.

    Audience:
     Telecom, IT, network administrators interested in reviewing content and participating in discussions

    Applications Discussed:
    Verint Intelligent Call Recording, Quality Management, Workforce Management, Speech Analytics, Desktop Analytics, Performance Management

 

Sign up for Pre-Conference Workshops during your conference registration