Verint Speakers in July: Transforming CX Culture and Best Practices for Optimizing the Workforce
June 29, 2023
July 11; Verint webinar
Join Verint’s Huw Jones, director, solutions consulting, and Chris Hirst, best-selling and award-winning author, podcast host, international speaker, and global transformation expert, at 10 a.m. BST / 11 a.m. CEST for “Connect Silos and Outperform Competitors.” Chris believes the right culture allows leaders to enable their teams to boost productivity and outperform competitors. Economic flux, peaking customer interactions and cross-team silos mean it’s more important than ever to break down barriers and drive cultural transformation. Get it right, and you’ll find that culture is your new CX superpower.
In this webinar, Verint speaks with Chris to bust the leadership jargon and unlock his secrets to success. Join this session and together we will explore:
- What ‘culture’ truly means and why it’s never been more vital
- External and internal pitfalls – and how to prevent them from derailing your progress
- The role of leadership, connecting silos, and stakeholder management
- How culture can drive CX outperformance.
Roundtable: Best Practices in Workforce Optimization
July 11; CRMXchange roundtable webinar
Join Verint’s Trent Isaacs, Senior Director, Go-to-Market Strategy, Real-time Work, as he joins the “Best Practices in Workforce Optimization” roundtable panel at 1 p.m. ET. Workforce optimization (WFO) is a key aspect of call center operations and involves ensuring that agents are performing at their best—and that staffing levels are optimized to meet customer demand. During this roundtable we will discuss issues such as the following:
- Adapting to Modern Staffing Challenges: Using advanced algorithms and AI to gain accurate forecasting in a blended digital and voice environment
- Capacity Planning Accuracy: Visibility into the number of hires is critical to ensuring long-term capacity planning accuracy
- Talent Management: Using performance data to personalize coaching and learning strategies to optimize agent performance
- Insight-driven Management: Using data analytics to gain insight to contact center performance and target areas for improvement
- Performance Assessment: Understand the significance of knowing the precise dollar value of every contact center measure in near real-time.
- Efficiency Optimization: Recognize the hidden costs associated with individual agents and processes within your contact center. By identifying and addressing these costs, you can enhance agent productivity, streamline operations, and elevate overall performance.