EMEA User Forums

Powering Customer Success

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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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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

Quality ManagementInteraction Insights WFM Pro (Monet)

WFMOperations Manager

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  • 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.

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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

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