5 minute read
By Susanne Pitts
Posted in Customer Engagement
SWPP Annual Conference (Society for Workforce Planning Professionals)
April 4-6; Omni Nashville Hotel, Nashville, Tennessee
Join Verint’s Nicole Nevulis, Senior Director, Go-To-Market Strategy, and Trudy Cannon, Director GTM Strategy, Workforce Engagement, for “Establishing Common Workforce Management Practices Across the Enterprise” from 3:45 – 5 p.m. ET. Workforce planners are being asked to manage planning and scheduling of resources across the enterprise—not just the contact center. Don’t panic! Although the work outside the contact center, specifically in the back office, has unique attributes and requires purpose-built functionality, common workforce management practices can be applied to help ensure increased efficiency and productivity. Nicole and Trudy will help you translate these common practices of forecasting, scheduling and managing performance. Harmonized language is critical as you standardized the approach—this session will also review terminology to help you avoid the faux pas of referring to a back-office employee as an agent.
Join Verint customer Jeff Bretana, Assistant Manager, Workforce Management (WFM), Collections Workforce Optimization, Navy Federal Credit Union, for “You Can’t Use a Cookie Cutter Approach to Expand WFM Across Your Enterprise” from 10:45 a.m. – noon ET. The world we work in has changed significantly, resulting in a rapid uptick of WFM being embraced beyond the contact center. The recipe that makes WFM effective in the contact center isn’t the same one used in branch or back-office work environments. This session will enlighten you with the different ingredients, solution capabilities, and best practices to successfully adapt and expand your WFM program across your enterprise.
The State of Workforce Dynamics: A Fireside Chat with Maribel Lopez of Lopez Research
April 6; CRMXchange Live Webcast
Join Maribel Lopez, Founder, Lopez Research, and Celia Fleischaker, Chief Marketing Officer, Verint—along with moderator Sheri Greenhaus, CRMXChange, for this lively fireside chat at 11 a.m. ET. “Disruption as Usual” continues and constant, rapid change is the status quo. To help you thrive despite the chaos, Verint has surveyed more than 2,700 business leaders from a variety of industries around the globe to learn how they’re adapting and what’s top of mind.
In this new Engagement Capacity Gap Study called “Engagement Capacity Gap: How Organizations are Evolving to Address New Challenges in 2022,” 76% of our respondents believe customer engagement and experience challenges will increase in 2022. New challenges and opportunities such as changing customer preferences, growing expectations, and The Great Resignation are impacting workforce dynamics. Employee engagement, hybrid and remote working, employee wellness, and retaining talented workers are still at the forefront of today’s top concerns.
Join this fireside chat where we will cover:
This panel will offer insights and actionable strategies to help you address top challenges and opportunities impacting workforce dynamics and explore how technology can help you bridge the gap.
Hire and Retain Employees in a Work from Anywhere World
April 14; Verint Intelligent Interviewing Webinar
Join Verint’s Kelly Sajid, Vice President, VII Product Strategy and Paul T. Noone, Vice President, Intelligent Interviewing, at 2 p.m. ET for this content. What if you knew a new employee would be successful before you hired them? The transition to work from anywhere has completely redefined the way you find and hire candidates. With a vast hiring pool, you need intelligent tools to find the right employee for each position as quickly as possible. In this webinar, learn how you can:
Creating a Coordinated Knowledge Management Ecosphere for Customers and Support Agents
April 21; Webinar hosted and moderated by KMWorld
Join speakers Christina McAllister, Senior Analyst, Forrester, Verint’s John Chmaj, Senior Director, Product Strategy Knowledge Management, Jason Valdina, Senior Director, Engagement Channels GTM Strategy, and moderator Marydee Ojala of KMWorld at 2 p.m. ET for this content. Strong Knowledge Management in service and support can operate as a coordinated ecosphere in which both the customer experience and the support agent experience are transformed through smart adoption and application of digital-first engagement technologies.
In this webinar, Verint's Chmaj and Valdina are joined by guest expert Christina McAllister. They'll discuss the "digital-first ecosystem" that is emerging as customers and employees increasingly rely on digital channels to initiate and advance their support interactions. Knowledge plays a central role flowing through and across channels to empower services, transactions, information requests, and ongoing customer chat and social interactions.
In this world, AI and automation also work hand in hand with the workforce by providing real-time assistance to agents—a need accelerated by remote work and the need for employees to have access to a wide set of information quickly and accurately. Additionally, this panel will cover how KM serves as an engine for customer engagement across support channels, including digital conversational channels such as social messaging, virtual assistants, and real-time agent assist.
Attendees will emerge with a better understanding of how these elements of KM come together to provide intelligence in a way that's accurate, compelling and engaging.
The Knowledge Management Imperative: Why KM is Essential to AI
April 27; Online Webinar
Join Verint’s Jen Snell, VP of GTM for Conversational AI, at 1 p.m. ET for this session. Enterprises are increasingly recognizing the critical need for knowledge management (KM) to power cognitive AI. In fact, KM and AI are two sides of the same coin. Training a chatbot requires the same organized information that we use to train a human. When you engineer knowledge correctly, you serve the needs of people today and prepare for greater automation in the future.
In fact, the long-term success of the organization will depend on doing just that—especially when the competition builds high functionality bots that will produce lower costs and better customer service. Those without the capability will not be competitive. In this panel discussion, we’ll discuss examples and approaches that show how KM supports AI and how to help ensure the success of your KM initiative.
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