Verint (News - Alert) Systems has announced that its Driving Innovation global customer conference is set to take place June 1-4 at the Renaissance Orlando Resort at SeaWorld in Orlando, Florida. The event, now in its 12th year, is hosted by Verint, although it is exclusively organized by users through the company’s Customer Advisory Council.

 

This global customer conference is developed and positioned to focus on enhancing the customer experience and gathering intelligence from communications.

 

Beyond providing an opportunity to learn “best practices” from and network with other customers, attendees to the conference can also take advantage of the more than 35 breakout sessions, “ask the expert” roundtables, a technology pavilion, and keynote presentations and discussions led by Verint executives, subject matter experts, customers and thought leaders.

 

To make this conference a success, Verint is bringing in representatives from some of the world’s largest companies and across a wide range of vertical markets to present and participate in sessions and roundtable discussions.

Those companies to be represented at the conference include Avista Corporation, Bell Canada (News - Alert), Guardian Protection Services, John Hancock Financial Services, LeasePlan USA, Medco Health Solutions, Midwest Call Center , Pitney Bowes, Siemens, TD Banknorth and Wells Fargo Auto Finance. 

 

Scheduled presentations will explore such topics as: “Driving Workforce and Business Optimization with Advanced WFO”, which will explore how an energy provider in the southeastern U.S. leveraged the Impact 360 Workforce Optimization to optimize its workforce and performance across its multiple contact centers; and “The Customer Service Equation: Balancing Quality, Cost and the Customer Experience,” which will discuss how a large investment and insurance company found this balance to transform to adapt to changes in traditional measures for quality and cost.  

“A Ripple or a Swell? WFO Flows into the Back-Office” will outline the ripple effect that the back office has on productivity, profitability and the customer experience, as well as how WFO can enhance performance within and beyond the back-office operations; while “Effective Agent Evaluation and Scoring” will evaluate how quality assurance plays a vital part in helping to shape agent behavior and satisfaction.

“The Virtues of Strategic Planning” will highlight the benefits of long-term strategic planning and its ability to enable better daily and weekly forecasting and scheduling; and the “Mining Customer Interactions for Gold: How Speech Analytics Drives Business Results Enterprise Wide” session will profile how the contact center serves as a goldmine for strategic business data, enabling more targeted marketing campaigns and creating more efficient enterprise-wide policies and procedures

 

Keynote speakers set to present during the conference represent companies such as John Hancock Financial Services, PowerHouse Consulting, and motivational speaker and author Steve Gilliland.

Putting together such an innovative conference allows Verint and its customers to gain Best Practice knowledge from those practices such initiatives within the industry. The company and its customers stand to gain significant benefit from the networking opportunities, as well as the partnership opportunities that are made possible by such an event.