EMEA User Forums
Powering Customer Success
What to expect at an EMEA User Forum
Our EMEA Customer User Forums are designed to share best practice and discuss the challenges that face end-users in the ever-changing contact centre and back office environments. These sessions are a great way to share expertise and knowledge. You will hear from our solutions experts about updates on functionalities and best practices. Customers will also share how they are getting the most out of their solutions and how it is driving success, addressing challenges and improving employee and customer engagement.
- Tuesday March 28th 2023
Online
Communities 10:00-12:00 GMT
Case Management Pro 10:00-12:00 GMT
Interaction Insights 10:00-12:00 GMT - Wednesday March 29th 2023
Online
Operations Manager 10:00-12:00 GMT
Quality Management 10:00-12:00 GMT
WFM Pro 14:00-16:00 GMT - Thursday March 30th 2023
Online
Knowledge Management 10:00-12:00 GMT
WFM 10:00-12:00 GMT
Experience Management 10:00-12:00 GMT
Reserve you virtual seats below
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"The User Forums are a fantastic way to connect with other users and the Verint team. I learn something new and helpful every time and I would highly recommend them to anyone using Communities".
EMEA User Forum Community on Verint Connect
Join us on our dedicated community groups located on Verint Connect to continue the discussion, ask our experts questions and review the content from our previous sessions.
CommunitiesKnowledge ManagementCase Management Pro
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“User Forums are a great opportunity for engaging and sharing with other Verint Customers. The interaction that takes place between both the Verint experts and other customers is so insightful.”
- Engage
Hear exclusive thoughts and ideas from experts and end users.
- Learn
Learn how others are optimising our solutions, find out about our roadmaps and upcoming releases.
- Connect
Gain valuable insight from customer and employee engagement experts and Verint customers.
March Session Agendas
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Communities 10:00-12:00 GMT Tuesday March 28th
10.00 Welcome and introduction by hosts Lucy Rogers Verint CSM and Wilfried Rijsemus, Partner at 3sides
10.10 What makes a Successful Community – 3Sides
10.30 Q&A – Customer topics/questions
11.00 Spotlight Session – Successful Reporting by Caroline Oest, Community Manager at Micro Focus
11.15 Q&A
11.30 End
Case Management Pro 10:00-12:00 GMT Tuesday March 28th
10.00 Welcome
10.15 Customer Speakers
11.15 Roadmap & Q&A
12.00 Finish
Interaction Insights 10:00-12:00 GMT Tuesday March 28th
10.00 Welcome and Introductions
10.10 Market trends
- How has analytics evolved to encompass a much larger business use case?
- How might the analyst role evolve to align with the latest trends?
10.40 Customer Spotlight
- Live customer spotlight sessions from other customers
11.00 Feature Spotlight
- Feature spotlight session
- Live product educational session
11.20 Consultancy Insights
- Learn from the Verint consultants and takeaway valuable insight that you can leverage within your own business.
11.40 Ask the Experts
- Your chance to post questions and have open discussions with other user forum attendees.
11.50 Wrap up and Close
Operations Manager 10:00-12:00 GMT Wednesday March 29th
10.00 Welcome and Introductions
10.10 One Workforce – The need to break down organisational silos
10.30 Operational Excellence – The next stage in the Maturity Model. Beyond initial ‘Control’, where should you be?
11.15 Customer Spotlight – NHSBSA’s experience of implementing Capacity Planning
11.35 Capacity Planning – Functionality update
11.50 Wrap Up and Close
Quality Management 10:00-12:00 GMT Wednesday March 29th
10.00 Welcome and Introductions
10.15 Customer Spotlight – Loop
10.45 AQM Methodology, a new way of automating your quality program
11.15 Ask the Expert
11.50 Wrap Up and Close
WFM Pro 14:00-16:00 GMT Wednesday March 29th
14.00 Welcome and Intros
14.10 Planning Wheel – A holistic view, review and discussion of current WFM processes.
14.55 Coffee Break
15.05 Customer Session
15.25 New Exceptions Management UI
15.55 Wrap and Close
16.00 Close
Knowledge Management 10:00-12:00 GMT Thursday March 30th
10.00 Welcome and Introductions
10.10 Guest Speaker – Den Haag
10.30 Breakouts: 1 – KM Pro Updates/2 – KM Enterprise Future Vision
11.00 KM and Real- time Agent Coaching
11.35 Capacity Planning – Functionality update
11.20 Case Study; Global Rollout
11.35 Ask the Expert
11.50 Wrap up and Close
WFM 10:00-12:00 GMT Thursday March 30th
10.00 Welcome and Introductions
10.10 Catchup on product updates
10.45 Customer spotlight
11.10 Consultant Masterclass
11.30 Ask the Expert
11.50 Wrap up and Close
Experience Management 10:00-12:00 GMT Thursday March 30th
10.00 Welcome and Introductions
10.10 Solutions Updates
- What’s new in XM.
- How has the Verint XM platform evolved to better support today’s business needs.
- Feature Spotlights
- The power of Digital Behavior Analytics and how it can enable better insight together with your survey data.
- Panel Management – how to engage with customers who do not contact you, understand the power of relationship surveys alongside your traditional transactional surveys
- What’s new in XM.
10.45 Customer Spotlight
- Listen to the experience of other customers and how they maximize their CX program.
11.15 Consultancy Insights
- Learn from the Verint consultants and takeaway valuable insight that you can leverage within your own business.
11.30 Ask the Experts
- Your chance to post questions and have open discussions with other user forum attendees.
11.50 Wrap up and Close
Communities 10:00-12:00 GMT Tuesday March 28th
10.00 Welcome and introduction by hosts Lucy Rogers Verint CSM and Wilfried Rijsemus, Partner at 3sides
10.10 What makes a Successful Community – 3Sides
10.30 Q&A – Customer topics/questions
11.00 Spotlight Session – Successful Reporting by Caroline Oest, Community Manager at Micro Focus
11.15 Q&A
11.30 End
Case Management Pro 10:00-12:00 GMT Tuesday March 28th
10.00 Welcome
10.15 Customer Speakers
11.15 Roadmap & Q&A
12.00 Finish
Interaction Insights 10:00-12:00 GMT Tuesday March 28th
10.00 Welcome and Introductions
10.10 Market trends
- How has analytics evolved to encompass a much larger business use case?
- How might the analyst role evolve to align with the latest trends?
10.40 Customer Spotlight
- Live customer spotlight sessions from other customers
11.00 Feature Spotlight
- Feature spotlight session
- Live product educational session
11.20 Consultancy Insights
- Learn from the Verint consultants and takeaway valuable insight that you can leverage within your own business.
11.40 Ask the Experts
- Your chance to post questions and have open discussions with other user forum attendees.
11.50 Wrap up and Close
Operations Manager 10:00-12:00 GMT Wednesday March 29th
10.00 Welcome and Introductions
10.10 One Workforce – The need to break down organisational silos
10.30 Operational Excellence – The next stage in the Maturity Model. Beyond initial ‘Control’, where should you be?
11.15 Customer Spotlight – NHSBSA’s experience of implementing Capacity Planning
11.35 Capacity Planning – Functionality update
11.50 Wrap Up and Close
Quality Management 10:00-12:00 GMT Wednesday March 29th
10.00 Welcome and Introductions
10.15 Customer Spotlight – Loop
10.45 AQM Methodology, a new way of automating your quality program
11.15 Ask the Expert
11.50 Wrap Up and Close
WFM Pro 14:00-16:00 GMT Wednesday March 29th
14.00 Welcome and Intros
14.10 Planning Wheel – A holistic view, review and discussion of current WFM processes.
14.55 Coffee Break
15.05 Customer Session
15.25 New Exceptions Management UI
15.55 Wrap and Close
16.00 Close
Knowledge Management 10:00-12:00 GMT Thursday March 30th
10.00 Welcome and Introductions
10.10 Guest Speaker – Den Haag
10.30 Breakouts: 1 – KM Pro Updates/2 – KM Enterprise Future Vision
11.00 KM and Real- time Agent Coaching
11.35 Capacity Planning – Functionality update
11.20 Case Study; Global Rollout
11.35 Ask the Expert
11.50 Wrap up and Close
WFM 10:00-12:00 GMT Thursday March 30th
10.00 Welcome and Introductions
10.10 Catchup on product updates
10.45 Customer spotlight
11.10 Consultant Masterclass
11.30 Ask the Expert
11.50 Wrap up and Close
Experience Management 10:00-12:00 GMT Thursday March 30th
10.00 Welcome and Introductions
10.10 Solutions Updates
- What’s new in XM.
- How has the Verint XM platform evolved to better support today’s business needs.
- Feature Spotlights
- The power of Digital Behavior Analytics and how it can enable better insight together with your survey data.
- Panel Management – how to engage with customers who do not contact you, understand the power of relationship surveys alongside your traditional transactional surveys
- What’s new in XM.
10.45 Customer Spotlight
- Listen to the experience of other customers and how they maximize their CX program.
11.15 Consultancy Insights
- Learn from the Verint consultants and takeaway valuable insight that you can leverage within your own business.
11.30 Ask the Experts
- Your chance to post questions and have open discussions with other user forum attendees.
11.50 Wrap up and Close
Registration
Tuesday March 28th
Communities 10:00-11:30 GMT
Case Management Pro 10:00-12:00 GMT
Interaction Insights 10:00-12:00 GMT
Wednesday March 29th
Operations Manager 10:00-12:00 GMT
Quality Management 10:00-12:00 GMT
WFM Pro 14:00-16:00 GMT
Thursday March 30th
Knowledge Management 10:00-12:00 GMT
WFM 10:00-12:00 GMT
Experience Management 10:00-12:00 GMT
The entirety of the event will take place online. Access links will be sent out to you one week prior to the event.
Thank you for registering for our User Forum
Your confirmation email will be sent to you shortly.
If you have any questions about the upcoming User Forums please contact [email protected].