September 1-2; Sydney, Australia
Verint APAC Engage 2022 is the region’s largest conference dedicated to contact centre and customer experience professionals. This packed two-day agenda is full of keynote and breakout sessions designed to inform, educate and entertain. Verint customers who are industry leaders from across the region, business partners, customers, media and other thought leaders will gather for this live event.
September 1-2; CMO Summit One, San Miguel de Allende, Mexico
Join Verint’s Adriano Oliveira, Digital Solution Consultant, at 5:25 p.m. local time on September 1 for this session. This event for key marketing executives of leading companies in Mexico will cover how the digital economy is transforming businesses and how Verint’s portfolio of solutions helps organisations close the Engagement Capacity Gap.
September 13-14; CONAREC in Sao Paulo, Brazil
Join Rodrigo Devail da Silva, Service and Back Office Manager from “Ticket Serviços,” part of Edenred Group, as part of the Verint panel at 11:50 a.m. local time on the 13th. Conarec is the largest customer relationship event in Latin America. Ticket Serviços implemented the Verint Intelligent Virtual Assistant solution to offer conversational interactions in its main service channels to improve customer engagement, address seasonal demands and reduce costs. The solution uses artificial intelligence (AI) to make self-service as natural and effective as assisted service—while delivering significant ROI and sustainable self-service results at scale.
September 15; CRMXChange Roundtable
Join Verint’s Frank Schneider, VP, AI Evangelist, at 1 p.m. ET. Customers reap the benefits of blended bots and agents—a combination that leads to better experiences for customers as well as reduced service costs. This webcast will discuss the newest best practices and solutions which provide the greatest potential to enhance your customers’ relationships with your organisation.
September 19-21; QATC Annual Conference in Nashville, Tennessee
Join Verint’s Kelly Koelliker, Sr. Director of Content Marketing, for both sessions.
Sept 19: 5 Limitations of Traditional Quality Programs Putting Your Company—and Customers—at Risk
Join this session at 4:15 p.m. local time. Are your contact centers delivering positive experiences for your customers and employees? Have you modified your quality management program recently to accommodate for the shift to “work from anywhere” and the explosion of digital channels? How confident are you in your agents’ adherence to compliance regulations? In this session, we will identify the potential pitfalls in traditional quality programs and learn how to avoid them.
Sept 21: Lessons Learned in the Quality Trenches: Experts Share What Worked—and What Didn’t
Join this session at 10:30 a.m. local time. A panel of quality management experts will share lessons learned as they advanced their contact center quality programs beyond manual processes and traditional practices to more automated, consistent, and comprehensive programs. Learn what worked well and their recommended best practices—as well as what challenges they encountered along the way and how to avoid them. You’re sure to leave this interactive session with great tips to improve your own quality programs.
September 22; Verint Real Time Coaching webinar hosted by CRMXchange
Join Verint’s D. Daniel Ziv, Vice President, Speech and Text Analytics, Global Product Strategy, and David Singer, Vice President, Go-To-Market Strategy, at 1 p.m. Now more than ever, it’s critical to make the most use of your existing workforce capacity by ensuring every interaction is compliant, accurate, and engaging. While your existing investments in quality management may help you achieve some of these goals, they require a lot of time and effort. Adding Real-Time Coaching to your current quality program is a way to drive better results with less effort.
During this webinar, Singer and Ziv will share best practices for Real-Time Coaching to help you:
- Coach agents in the moment, rather than waiting until days after an interaction
- Provide targeted guidance to agents related to the KPIs where they are struggling
- Drive significant improvement to NPS, AHT, FCR, compliance, and more
September 22; CXPA-sponsored webinar by Verint
Join Verint’s Deneen Davis, Senior Manager, Customer Analytics, and Avanti Joglekar, Senior Content Marketing Manager, at 2 p.m. ET. The “halo effect” of COVID, which drove higher CSAT scores, is over and banks must work harder to satisfy customers. CSAT scores have fallen for almost all the 20 U.S. banks featured in our survey and, with inflation rising, financial institutions face new challenges to keep customers happy and loyal. Register to attend this webinar to learn about behaviour insights and trends of banking customers, including:
- Fraud and Security Concerns: 3 of the top 5 factors for consumers choosing a new bank are security or fraud related, replacing “low fees” as the most important feature.
- Customers In Need Will Call: 64% of customers would call a bank or visit a branch to resolve a security issue—highlighting the importance of a blend of human and digital solutions.
- Young Consumers Need Help: Banks must help Millennials and Generation Z manage their finances—more than one-third of each age group struggles to cut costs, create a budget, or track spending.
September 27; Verint webinar
Join Blair Pleasant, President & Principal Analyst, COMMfusion; David Singer, Vice President, Go-To-Market Strategy; and Kelly Koelliker, Senior Director, Content Marketing at 1 p.m. ET. As interactions grow in volume and complexity, it’s critical to ensure your entire workforce is equipped to engage with customers in the right way at the right time. A One Workforce approach is a contact center without walls, one where any employee with the right skills and expertise can serve your customers. Join this panel for a fireside chat that will discuss:
- Why a One Workforce approach is more important now than ever before
- How emerging technologies enable this approach to become a reality
- Steps you can take today to get started