3 minute read
By Susanne Pitts
Posted in Customer Engagement
PanAgora Pharma CX Tech Summit
October 6; Online event
Join Verint’s Megan Brown, VP, Cognitive Solutions, Verint Intelligent Self-Service, for “A Smart Start: Pre-Built Intelligence to Drive Your Digital Transformation” at 10:45 a.m. EDT. Although businesses and their brands are unique and dynamic, there is a unified patient voice that can drive your digital engagement strategy. Learn how AI that listens and understands the patient can provide a smart start in addressing the Engagement Capacity Gap with real-time patient support.
Optimized Branch Staffing: Responding to Volatile Customer Demand
October 13; Banking Administration Institute (BAI)-sponsored online event
Join Verint’s Jackie Hudson, GVP and General Manager and one of the industry’s leading branch and workforce optimization professionals, Kiran Analytics, A Verint Company, and Robert Bitten, Product Manager, Kiran Analytics, for this event at 2 p.m. EDT. More volatility and shifts in customer demand to digital channels have driven many banks to determine how to best leverage branch capacity and recognize that one branch operating model does not fit all. Savvy leaders are using branch banking workforce management to act fast and develop new branch operating models that are tailored to the customers they serve. This webinar will show how a modern, accurate, and fit-for-purpose solution with staffing scenarios and robust scheduling can help you plan for and execute on the strategy that is right for your branch network. You will hear how banks have used branch banking workforce management to:
Automated Quality Management—Easing Work-from-Home Pain
October 13; Online event hosted by CRMXchange
Join Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, and Verint’s Kelly Koelliker, Senior Director of Content Marketing, at 1 p.m. EDT for this event. Managing today’s contact center workforce with a mix of in-office, WFH and hybrid agents comes with a new set of challenges. Now more than ever, supervisors need full visibility into agent activities and the ability to quickly impact the quality of interactions. During this webinar, leading industry analyst Sheila McGee-Smith and Verint’s Kelly Koelliker will discuss how Automated Quality Management is already helping companies:
Conversational AI: The Future of Customer Service?
October 13; Online event
Join Verint’s Jen Snell, VP of Product Strategy and Marketing, Intelligent Self Service, at 2 p.m. EDT for this event. There is no doubt that conversational artificial intelligence (AI) has the potential to deliver far more personalized customer service at lower cost by combining historical data and natural language processing that continuously learns from interactions. The impact on customer loyalty and retention is enormous—this event will discuss user adoption, trends, and building trust with conversational AI, as well as how to identify a smart start for conversational AI.
How to Harness Social Messaging for Better Citizen Engagement
October 20; GovLoop Webinar
Join Verint’s David Moody, VP and General Manager, Citizen Engagement, and Emily Jarvis, Sr. Online Events Editor & Moderator, GovLoop, at 2 p.m. ET for this webinar. Long gone are the days where government agencies should rely on brick-and-mortar locations to respond to the needs of the constituents. Social messaging—using applications such as Facebook or Twitter to interact with an organization—is replacing the phone as the preferred communication channel. During the pandemic, we saw those previously thought to be digitally excluded adopt social messaging as a way to stay in touch with their loved ones. For them, social messaging may be the only form of digital channel they will ever use. This begs the question: should social messaging become the standard for citizen engagement? This webinar will explore that.
Reduce Agent and Customer Effort
October 21; CRMXchange Roundtable
Join Verint’s Kelly Koelliker for this event at 1 p.m. EDT. Digital-first technologies can help reduce both agent and customer effort. This panel will discuss how tools that make things easier for your agents result in happier customers as well. Kelly will also discuss how knowledge management, private messaging and IVA contribute to these efforts.
Did you like this story?
Subscribe for more Customer Engagement insights