3 minute read
By Susanne Pitts
Posted in Customer Engagement
Best Practice Roundtable: The Future of Workforce Optimization
July 12; Webinar
Join Verint’s Trudy Cannon, Director, GTM Strategy – Workforce Engagement, for this session at 1 p.m. ET. To best optimize your workforce, companies need to combine WFM, Quality Management and other contact center tools into one console to oversee call center performance. Attendees will hear best practices and actionable insights that can help fine-tune the contact center:
The Role of Conversational AI and Workforce Automation in the Airline Industry
July 12; Elevate: AI 2022 (adweek.com) (virtual conference)
Join Verint’s Jason Valdina, Senior Director, GTM Strategy, Digital-First Engagement Channels, for this session at 1:20 p.m. ET. Customer preferences are shifting—they still want to talk to your business, just in a different way. Today’s businesses need to uniquely support the modern, distributed workforce of humans and bots at scale. But, when faced with an increased number of customer interactions, escalated expectations for service, convenience and satisfaction, and a limited number of resources to support customer service—the role of AI is imperative to every CX strategy. In this session, join Verint’s Jason Valdina as he explores how AI is helping organizations, such as Volaris Airlines, automate interactions, scale their customer engagement efforts, and improve key metrics while elevating customer experience.
How to Successfully Connect Digital and In-Store Experiences
July 13; Webinar hosted by SmartBrief
Join guest speaker, Brendan Witcher, Forrester VP & Principal Analyst, Digital Business Strategy, as he leads a panel discussion at 1 p.m. ET on how to leverage online and physical experiences to improve CX maturity. He’ll be joined by panel speakers Rachel Frederick, GM eCommerce, Sur La Table and Verint’s Samantha McDougall, VP of Customer Success, Experience Management. Topics include:
Digital Transformation of the Contact Center
July 13; DestinationCRM Roundtable Webinar
Join Verint’s Stephen Green, Senior Director, GTM – Engagement Orchestration and Knowledge Management, at 2 p.m. ET for this session. The goal of digital transformation is to integrate digital technology into all aspects of an organization to change how value is delivered to customers. The contact center is the primary source of customer-facing information flows and absolutely must be prioritized for any organization-wide, digital transformation effort. This experienced panel of experts will illustrate the issues you should consider as you transform your contact center into the eyes, ears, and customer data insights your organization requires to provide value to customers, employees and shareholders.
Evolving Bank Branch Operating Models Require New Approaches to Branch Staffing
July 19; American Banker Webinar
Join Verint’s Jackie Hudson, Global Vice President and General Manager, Branch Workforce Management, and Michael Moeser, Senior Content Strategist, Arizent for this 2 p.m. ET session. As digital service options have become front and center in bank and credit unions’ customer strategy, savvy financial institutions (FIs) are rethinking their branch operating models. By taking a thoughtful, data-driven approach to branch workforce management, they can not only optimize resource deployment, but use their branches to grow revenues and attract new customers. Please join us as we share the results of a bank branch executive survey on this evolving topic. Attendees will learn:
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