At Verint, we understand that education plays a vital role in the successful deployment and ongoing operation of your Verint solutions. We offer online webinars on a regular basis. Check back to view the latest upcoming and recorded Verint webinars.
Keeping Customer Promises: Time for the Back Office to Come to the Forefront
Organizations must address the delivery capabilities of the entire enterprise and particularly the back-office, which offers new opportunities for automation and optimization. Attendees to this webinar will gain new insights into:
- The expectations digital transformation creates for the wider enterprise
- How the right data can identify improvements in processes and performance
- The top processes to automate to speed delivery to the customer
- Success stories of organizations that are embracing digital transformation
Is Your Security Solution a Secure Solution?
Hosted by Independent Community Bankers of America Featuring Verint and PNC Bank
Banking and Credit Union executives continue to face evolving threats and business challenges including the impact of cyber-attacks, balancing capital expenditures, managing risk across the footprint of the enterprise, and keeping abreast of advancements in technology. Never before, because of the ever present Internet of Things, have such matters become so centric to security, surveillance and fraud investigation practices. Financial leaders need to plan proactively and understand how their role can deliver proper guidance and consideration to stakeholders within their institutions.
- Is your organization vulnerable?
- What are some of the issues not thought about?
- How can you benefit from a secure, security management solution?
Even in a closed IP network, vulnerability is pervasive. Please join Verint, the leader in financial video security and fraud investigation solutions, and PNC Bank’s Director of Corporate Security – Scott Francis – as they discuss what security leaders should know; and what steps to take to ensure that your organization is protected and risks are mitigated.
Webinar Featuring Forrester's Kate Leggett:
Intelligent Customer Service: Empowered Employees, Happy Customers
Date: March 30, 2017 | Time: 10:00am PT / 1:00pm ET
With the rise of self service yielding more empowered customers, and the increase in available channels (think Facebook Messenger and Alexa for example), customer expectations are changing and the complexity required to solve customer service related issues has never been more challenging. To keep pace with this new breed of customer who is smarter, more engaged, connected and informed than ever before, organizations must also become smarter and more connected.
Join guest speaker Kate Leggett, VP and Principal Analyst of Forrester Research and Kelly Koelliker, Director, Solutions Marketing of Verint on March 30 @ 10 AM Pacific for a live one-hour webinar to learn what this means for the contact center.
Contact Centers must be “Intelligent” to meet customers when and where they are, providing connected service on a variety of channels. Over the course of their daily lives, a customer may need to interact with an organization via self and assisted service, on a mobile device, through social media, and other channels. Service across these channels must be connected, contextual, and consistent. With tools like knowledge management, analytics, automation, prescriptive advice and a unified desktop your employees are well-equipped, enabled and empowered to guide customers (and exceed their expectations!) all the while making it easier for them to do business with you.
Knowledge is Power: Arm Your Next Generation Workforce: 4-Part Webinar Series
Thursday, December 1st, 2:00pm - 3:00pm ET
Cross-Sell Webinar 4: “How do I ensure success in knowledge management?
Sarah Sheets, Asurion & John Chmaj
While knowledge management is a technology solution, you must do more than simply install the application to see the benefits you expect. Best practices around article structure, navigational hierarchies, knowledge adoption and more can have a tremendous impact on the success of the solution. Hear from Verint’s knowledge management experts as well as real customers on what best practices have helped them succeed. On this webinar, you will learn:
- Tips and tricks to help you get the most out of your knowledge management application
- How to create knowledge that is easy to find, read, and use
- Real stories from Verint’s customers on their knowledge management success
Knowledge is Power: Arm Your Next Generation Workforce: 4-Part Webinar Series
Thursday, November 10th, 2:00pm - 2:45pm ET
Cross-Sell Webinar 3: “How do I build the business case to invest in knowledge management technology?”
Cam Hissey & Brad Bannwart
You've probably heard about all of the benefits of knowledge management - faster, more accurate calls, lower costs, and happier customers. Knowledge management can improve the speed, quality, consistency and agility of your contact center. You'd love to see those benefits at your organization, but how can you get your project funded? In the midst of competing priorities and slimming budgets, how can you convince key stakeholders of the value of such an investment? On this webinar, you will learn:
- The business outcomes realized through knowledge management, including customer experience, quality of support, operational excellence, and employee engagement
- How to choose which KM value drivers will be most important to your business case
- How to track these benefits and calculate your return on investment
On-Demand Webinar: Creating Competitive Advantage through Process-Led Transformation
Often times Business Process Improvement (BPI) has been a bottom up, local initiative to improve the performance of one functional group. Unfortunately, this approach had limited value, created complexity as each function had their own processes, and groups lacked the tools to measure the impact of their changes on other functions.
Listen to Mark George, Managing Director, Global Operations and Process Transformation at Accenture and Craig Seebach, VP, Workforce Optimization Business Strategy at Verint, as they discuss a customer outcome approach to BPI. This approach takes a top-down view, looking across functions and processes to:
- Identify inefficiencies at the enterprise level and find the initiatives with the greatest potential to close performance gaps
- Analyze complex performance issues and their impact on customer outcomes
- Map all the activities, ownership, and overlaps of the end-to-end customer journey
- Create an operating framework to measure and analyze the impact of changes to these activities and processes to help ensure the benefits are realized and the changes operationalized.
Knowledge is Power: Arm Your Next Generation Workforce: 4-Part Webinar Series
Thursday, October 27th, 2:00pm - 2:30pm ET
Cross-Sell Webinar 2: “How do I improve customer service efficiency and productivity?”
Kelly Koelliker
Customer service productivity involves more than simply improving handle time. To truly advance employee productivity, customer service agents must be more efficient while still maintaining or improving the quality of the service interaction. Knowledge Management is a critical element for creating this balance of efficiency and quality. Whether it’s through optimizing processes, improving access to information, or speeding wrap-up time, organizations can significantly improve the efficiency of service without sacrificing quality. On this webinar, you will learn:
- How knowledge management greatly improves access to information during a service interaction
- How best practices in a knowledge management implementation can help ensure success
- How to measure and track your efficiency and productivity gains
Knowledge is Power: Arm Your Next Generation Workforce: 4-Part Webinar Series
Thursday, October 13th, 2:00pm - 3:00pm ET
Cross-Sell Webinar 1: “How can I provide more context and consistency in my contact center interactions?”
Ian Jacobs, Forrester & Scott Hays
As customer service inquiries become increasingly complex, customer expectations for effortless, effective service remain higher than ever. Training and memorization are no longer sufficient to empower your employees with the information they need. For organizations seeking to provide high quality interactions for complex service inquiries, knowledge management can yield significant benefit. On this webinar, you will learn:
- How to encourage knowledge adoption, sharing and collaboration between customer service employees
- How to ensure that consistent, contextual knowledge is easily accessible agents and across channels
- Why knowledge management is an imperative element of your contact center success
The Evolution to Situational Awareness
February, 2016
Outlining necessary infrastructure and technology to manage security operations