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Entries Tagged ‘Workforce Optimization’

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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Customer Engagement Optimization: Enabling “First Person” Issue Resolution

As I discussed  in last month’s blog Creating a Customer-Centric Culture, the president of a division of a Fortune 500 utility company drives her organization’s customer engagement optimization strategy by incorporating a combination of business and workforce optimization initiatives. I met with the president again a couple weeks ago, and we discussed some additional areas around […]

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Verint Speakers: Speech Analytics, Knowledge Management and Going Beyond WFO

Summer School August 2-25; Webinar Series Verint experts will deliver 12 interactive webinars in August on effective ways to improve customer and employee engagement. Attendees will learn how customers’ behavior, needs and expectations are driving change in customer service, operations and technology requirements. Ask the Experts: Speech Analytics Edition August 3; Webinar  Verint’s Scott Hays, vice […]

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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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Engage 2016: Advance Registration Ends Shortly

We’re less than two weeks away from the annual Verint Global Customer Conference! Advance registration closes Wednesday, June 15—so you have just a few more hours to register at the standard rate. Onsite registration will also be available. Verint Engage 2016 in Chicago is all about helping you and your organization learn, grow your success, […]

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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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Verint Speakers: Keeping Customers Loyal and Employees Engaged

Putting the Customer First into Your Quality Efforts June 7; CRMXchange Virtual Conference Verint’s Donna Denehy, leader, global contact center and insurance business strategy team, is participating in this virtual conference with CRMXchange at noon EDT. Attendees will learn how the process of quality is evolving and how companies are modifying their training, coaching and […]

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5 Benefits of Online Communities for the Contact Center – Part I

For most organizations the customer contact center is the nexus for all contacts between the organization and its customers. Typically the contact center is relied upon when the customer faces a problem he or she cannot solve on his or her own. As we know, customer service agents within the contact center are responsible for […]

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