Workforce Management Feature Article
September 16, 2010
Verint, WFO Experts Speaking at Upcoming Events
By Brendan B. Read, Senior Contributing Editor
Workforce optimization (WFO) is hot as it enables contact centers—and increasingly back offices—get more productivity from labor by using these resources that represent some 70 percent of operating costs more efficiently. Resources that depending how they are used can make, or break, customer relationships and sales. In today’s economy having the right people at the right time who can meet and better yet exceed customers’ expectation are the keys to survival, and success.
Verint has long been a leading-edge WFO solutions provider, whose staff and consultants know the contact center sector. And it is sharing that expertise in a series of online and live industry events commencing this fall. It is also kicking off its “Intelligence in Action Creative Practices” seminar series that will take place in cities throughout the U.S. and Canada. Topics will range from what’s hot in contact center and enterprise workforce WFO technology, market trends and best practices, to key focus areas and investment priorities leading into 2011 and beyond.
Here are the events:
--CRMXchange Online Event
“Before the Buzz--Using MultiChannel Customer Interactions to Get Ahead”
September 23; 1 pm ET
Getting ahead of customer expectations, and even consumer reaction to doing business with an organization, can present both great challenges and opportunities. Coupled with the breadth of multichannel service and communications media, it begs the question: “How well are you equipped to anticipate, analyze, and act on customers’ requirements and their experiences with your organization?” During this webcast, Verint’s (News - Alert) Diego Lomanto, who is principal, solutions marketing, analytics, will explore the power of customer interaction analytics and how arming businesses with an “early internal warning system” can advance them from a reactive to proactive, customer-centric approach to sales, service, and deeper customer relationships.
To learn more and register, visit crmxchange_verint_sept23.
--Verint’s Intelligence in Action Creative Practices Events Across the U.S. and Canada Sept.-Nov. 2010
Verint will kick off its Fall Intelligence in Action Creative Practices series, a reprise to its popular spring events, in cities across the U.S. and Canada. Keynotes will feature speakers from Powerhouse Consulting; SWPP, the Society of Workforce Planning Professionals (News - Alert) and The Customer Experience Doctor, along with a host of Verint industry experts.
In these half-day, interactive workshop sessions, attendees will discuss how the right blend of technology, process and people can help businesses plan, prioritize and excel leading into 2011 and beyond. They also will hear from thought leaders in the market about what to plan for; how emerging trends will take shape; the rise and what are the impacts of enterprise workforce optimization solutions designed for back-office operations. Attendees will also find out how developments in customer interaction analytics, workforce management, and desktop and process analytics are helping organizations get and stay ahead.
Among the cities hosting these events are: Charlotte, N.C (Sept.23); Toronto, Ont., Canada (Oct. 5); Redwood City, Calif. (Oct.12); Dallas, Texas (Oct.19) Philadelphia, Pa. (Oct. 21); and Columbus, Ohio (Nov.3)
--be.connected Conference September 23–24; Forum de Messe Frankfurt, Frankfurt, Germany
On September 24 during this “Who’s Who in the Industry” exhibition focused on the customer management community, Verint customer defacto.call center& dialog will provide a firsthand account about selecting and implementing its speech analytics software. Focused on how the right technology and processes have helped the leading provider of telemarketing and call center services advance service delivery, customer experiences and enterprise savings, the session also will highlight best practices and tips on how to sell the value of analytics for enterprise gains in the contact center and beyond.
--New York Metro Chapter American Teleservices Association (ATA) Online Event
It is undeniable that training agents is a valuable strategy, but in this world of technology and remote agents where do you begin? On October 7, Verint’s Kristyn Emenecker—vice president, solutions marketing—will moderate an interactive webcast focused on contact center coaching and training. This online event will profile virtual, computer-based and distance training techniques, and examine the financial benefits and value of prioritizing and investing in staff development. Rounding out the session will be real-world examples and “how to” best practices that show how training and performance issues differ, and how to address each.
--Technology Services World Oct. 18–20; the Mirage Hotel, Las Vegas, Nev.
During Technology Services World 2010, Verint’s Diego Lomanto will join John Ragsdale, vice president, technology research Technology Services Industry Association (TSIA) on the Solutions Stage to discuss the impact of workforce optimization and customer interaction analytics in today’s field professional and support services operations. Taking place during the event reception Oct.18 at 6:30 pm PT, attendees will hear about the latest in technology innovation, backed by real-world examples and best practices. Product demonstrations and further information also will be available by visiting Verint in Booth 29 during the event.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Patrick Barnard