10/21/2010
Philadelphia, PA
 Verint Creative Practices Workshop - Philadelphia, PA (View Other Cities)
Thursday, October 21, 2010
8:30 a.m. - 2 p.m.
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Agenda Highlights (Download the full agenda)
Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.
 Customer Experience Driven Operations – What Leaders Need to KNOW and DO
Kathleen Peterson, PowerHouse Consulting
Today’s customer experience affects tomorrow’s profit. Customer experience optimization relies on operational savvy to meet both the needs of the customer and the needs of the business. Take away seven “Need to Know’s” and work on the “What to Do’s” with others facing similar challenges. |
 Verint Customer Presentation:
Learn how a leading company is using Verint Impact 360® Workforce Optimization to gain deeper insight into its performance – and leveraging this intelligence to drive service quality and business optimization. |
 Workforce Optimization Tips and Tricks
Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP)
Learn top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization. |
 Extreme Workforce Optimization - How Far Can You Go?
Kristyn Emenecker, Verint
How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise. |
Workforce Optimization Breakout Groups - (2 sessions)
- Workforce Management – Vicki Herrell, Society of Workforce Planning Professionals
- Customer Interaction Analytics – Shannon O’Conner, Verint
- Back Office and Desktop Process Analytics – Steve Williams, Verint
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