Verint Speakers in October: Supercharging Speech Analytics and The Total Economic Impact of Verint Digital-First Engagement

Susanne Pitts October 3, 2022

The Marketing Stir: Carrina Ekvall

On-demand; The Marketing Stir Podcast by Stirista

Join Verint’s Carrina Ekvall, Marketing Director, as she and podcast hosts Vincent Pietrafesa and Ajay Gupta discuss why different channels’ success rates vary depending on customers and when they are ready to buy—and how in-person events are emerging as a winning approach.

Supercharging Your Speech Analytics Program With Real-Time Impact

October 4; Speech Tech Webinar

Join Verint’s Daniel Ziv, VP, Speech and Text Analytics, Global Product Strategy, at 2 p.m. ET. Now more than ever, it’s critical to make the most of your existing workforce capacity by ensuring every interaction is compliant, accurate, and engaging. While your existing investments in speech analytics may provide critical insights and help you achieve some of these goals, adding Real-Time Coaching can leverage your speech analytics insights and categories in providing real-time impact.

This webinar will discuss best practices for Real-Time Coaching to help you and your organization:

  • Automate agent coaching in the moment based on speech analytics insights and categories
  • Provide targeted guidance to agents related to specific KPIs where they are struggling
  • Drive significant improvement to NPS, AHT, FCR, Compliance, upsell / cross sell and more

Happier Agents Create Happier Customers

October 12; DestinationCRM Roundtable Webinar

Join Verint’s Nicole Nevulis, Sr. Director, Go-to-Market Strategy, Back-Office WFO, at 2 p.m. ET. Contact center agents have a challenging and often stressful job dealing with demanding customers while simultaneously satisfying the performance indicators that measure their success. Join our panel of experts and learn how to create a better working environment for employees and agents by providing them with the tools and support they need to serve customers well.

Roundtable participants will discuss:

  • Providing an intuitive and unified agent desktop
  • How to enable agents to give smart, contextual responses to customers
  • Why you need WFO as the backbone of employee and customer experience
  • How to get started with the tech you have and a workforce solution
  • How technology makes for stronger conversations and faster resolutions
  • Why training and development is essential for reducing stress.

Best Practices – Contact Centers’ Biggest Challenges and How to Turn Them Around

October 13; CRMXchange Panel Roundtable Discussion

Join Verint’s Tricia Manning, Director, Go-to-Market Strategy, Quality & Compliance at 1 p.m. ET What are the top issues affecting your customer service department? CRMXchange has produced webcasts for over 20 years—during that time, similar issues have emerged:

  • Employee dissatisfaction and high agent attrition
  • Hiring and training challenges
  • Low Customer Satisfaction and NPS scores
  • Wrong use of channels and tools
  • Unclear understanding of customer expectations.

Hear big ideas that can bring your customer experience to a new level.

Strategic Listening: Acting on Your Customers’ Feedback and Assistance Requests

October 16-18; Consero: Customer Experience & Contact Center Forum—Lakeway (Austin), Texas

Join Verint’s Ram Swery, Vice President Solutions Consulting & Onboarding, on October 17 at 3:30 p.m. local time. Customers spend more time than ever researching, choosing, buying, and giving feedback online, so it’s crucial to intently tune in to what they’re saying. It’s no longer enough to just listen—you need to truly hear.

Once you have access to customer feedback and listening posts, the next step is to translate the insights collected into strategic business actions. It’s now vital to use what you hear to better anticipate and solve your customers’ problems, especially as holiday season approaches. You need a way for your teams to leverage these insights to reduce customer effort to complete their tasks and work across siloes to deliver a unified customer experience. Attendees will learn:

  • How your customers’ feedback can trigger real-time insights to empower digital, retail and marketing teams
  • How to harness the power of your employees, AI and automation to act in the moment
  • How to elevate the contact center to become a key player in closing sales.

Delivering Great Experiences with Less Effort and Lower Costs: The Total Economic Impact of Verint Digital-First Engagement

October 19; Verint webinar

Join the following speakers at 1 p.m. ET for this event:

  • Kate Leggett, Principal Analyst, Forrester
  • Leigh Greene, Consultant, Forrester
  • Heather Richards, VP of Go-to-Market, Verint Digital-First Engagement
  • Mike Bookey, Content Marketing Manager, Verint

Verint recently commissioned Forrester Consulting to conduct a study of the financial benefits of deploying Verint Digital-First Engagement solutions. After interviews with our customers and a financial analysis of our solutions, Verint has published “The Total Economic ImpactTm of Verint Digital-First Engagement.” As published in the independent study, Forrester found that over a three-year timeframe, a composite organization experienced benefits of $22.8 million versus costs of $6.14 million and realized a 271 percent return on investment with a payback period of less than six months.

In this webinar, Forrester analysts Kate Leggett and Leigh Greene review the findings of the study along with Heather Richards, Verint’s VP of Go-to-Market for Digital-First Engagement. The discussion will include insights about the findings as they relate to market trends around self-service, conversational AI, knowledge management and other digital engagement solutions. Attendees will also hear insights from Verint customers about how they’re using Verint Digital-First Engagement solutions.

Building a Best-in-Class Community at Scale

October 24; Community Technology Summit 2022—Boston, Massachusetts

Join Verint customer Dianne Kibbey, Global Head of Community and Social Media, AVNET, at 11:30 a.m. ET for this content. Learn how AVNET’s Element14 Community for customers and suppliers makes a world of difference. With a beautiful UI, online education, hands-on activities, design competitions and challenges, and more, Element14 is best-in-class at scale.

While you’re there, hear from Verint’s Ramzi Banna, Sr. Solutions Consultant, at a session called “Verint Community for a Digital-First World” on how to better empower and keep customers, partners and employees engaged with a flexible, customizable community integrated with self-service and engagement tools. Call deflection, deeper engagement, better insights, and rapid content creation are just some of the benefits customers experience with Verint Community.

The Engagement Data Hub: What Is It and Why You Need It

October 26; Tech Talk Summit Webinar

Join Verint’s David Singer, VP, Go-To-Market Strategy, and Verint’s Matthew Monahan, Senior Director, Product Management at 2 p.m. ET. According to our 2021 Verint Global Survey of Customer Experience and Customer Engagement leaders, 79% were concerned about having a unified view of customer engagement and overcoming data silos. Is your business ready to overcome that challenge? Session attendees will learn why an Engagement Data Hub is critical for business and how it can leverage the Verint Engagement Data Hub to transform a business.

Future CX – Blending Physical & Digital Experiences

October 26-27; CMSWire Digital Experience Summit

Join Verint’s Kyle Kovacs, Solution Consulting Manager for Experience Management, for “How to Achieve Integrated CX from On-Location and Digital Feedback” on October 26 at 12:15 p.m. ET. Many organizations rely on surveys to measure customer experience (CX), but that’s no longer the most effective way to gain a complete view of your CX. This is particularly true as some consumers prefer and are choosing to return to on-site locations, while many consumers have adopted and are now embracing a digital-first model.

Session attendees will learn the three steps for moving beyond surveys and connecting departments for a holistic view of CX:

  • Realize the limitations of survey data
  • Create more collaboration between your on-site, digital and contact center teams
  • Adopt the latest data technology to integrate, analyze and trend CX insights for future success

Key to Truly Stellar CX? Call Center and Back Office Integration

October 31; CRMXchange Best Practices in WFO Virtual Conference

Join Verint’s Nicole Nevulis, Senior Director, Go to Market Strategy, Back-Office WFO, at 4 p.m. ET. CX is not the sole responsibility of the contact center—all parts of your organization impact CX, including your back office. In fact, back-office errors and delays are a Top 3 cause of customer dissatisfaction and drive 17% of your contact center calls.

Join this session to learn how:

  • Back-office and contact center integration improves CX
  • Capacity planning across contact center and back office can improve operational efficiencies
  • Best-in-class organizations are extending Workforce Management and Performance Management into their back offices