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Entries Tagged ‘Enterprise Workforce Optimization’

A Customer’s Best Practices for Upgrading to Verint Workforce Optimization

The mail-order pharmacy unit of a healthcare insurer recently upgraded to the latest version of Verint® Workforce Optimization™. The upgrade was no easy undertaking as it extended the solutions to include thousands of employees in blended environments, in which staff engaged with customers on the phone and performed order fulfillment off the phone.  At Verint’s […]

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The Award for Most Persistent Driver of Change Goes To … (Part 1)

The Director of Global Business Process Services at a global enterprise information technology company came to a realization many years ago. The managers of back-office operations were at a handicap due to a lack of data and no standard, consistent program for workforce management (WFM). The corporation had been using the Verint Workforce Management (WFM) […]

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Verint Speakers: Humanizing Customer Engagement in a Digital World

CRM Xchange Virtual Conference November 3; Best Practices Roundtable Verint’s Rajeev Venkat, senior director, solutions marketing, will present “E2 = CEO” as part of the “Best Practices in 60 Minutes” roundtable at 4 p.m. ET with an emphasis on employees and the enterprise for successful Customer Engagement Optimization (E2 = CEO). Venkat will also discuss […]

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Verint Speakers: Customer Loyalty and Cyber Threats Take Center Stage Worldwide

CRM Magazine Roundtable October 5; Webinar Verint’s Daniel Ziv, vice president, customer analytics, will present “Optimize Customer Experiences with Actionable Data” at 2 p.m. ET. Customer service departments and entire enterprises need to deliver more personalized and proactive engagements. Attendees will learn how to quickly discover customer issues and behavior trends through analytics to make […]

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Robots in the Workplace—Helping Employees and Improving Work

Robots seem to be everywhere these days—on the big screen in popular science fiction movies, in books and in toy stores, and also in a real way improving our workplaces and other aspects of our daily lives. Primitive robots were machines designed to automatically perform a specific task. Around 3,000 B.C., Egyptian water clocks used […]

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You’ve Finally Got the Back-Office Data. Now What?

I’ve written many times about how the back-office support functions have lacked the tools and data accessible to their contact center or front-office counterparts. Fortunately, with the emergence of back-office workforce optimization solutions (view the infographic), this is rapidly changing. However, a new challenge is appearing as a result of these solutions. What does a […]

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Talking Engagement with Our Customers in Chicago

What a week we had in Chicago at our customer conference last week! And that followed a stellar Engage global kick-off event in Sydney in May. I’m always thrilled to visit with our customers to see how they are using Verint solutions to enrich their constantly evolving relationships with their customers. No two days are […]

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Verint Speakers: Customer Engagement Trends, WFM Helps the Entire Enterprise

Engage: Verint Global Customer Conference July 8; Tokyo, Japan Verint’s Kristyn Emenecker, global vice president, product strategy group, will keynote the Asia Pacific Engage customer conference to discuss 2016 key trends in customer behavior and engagement. Combined with customer presentations and demonstrations, attendees will gain expertise, insights and new perspectives on how to increase customer […]

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Customers Gather for Engage 2016 Global Customer Conference

The 2016 Engage Global Customer Conference in Chicago is underway! We’re delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent and Contact Solutions. More than 1,200 attendees from around the world have gathered at the Hilton Chicago on magnificent Michigan Avenue—representing over 15 […]

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Enterprise Workforce Management—A Customer Q&A Session

Recently, Verint held an Ask the Experts webinar for its customers on the topic of enterprise workforce management (WFM). I had the honor of being one of the SMEs along with Paul Stockford, Chief Analyst, Saddletree Research.  The questions answered during the webinar varied but were primarily around the challenges of implementing workforce management across […]

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