10/12/2010
Redwood City, CA
 Verint Creative Practices Workshop - Redwood City, CA (View Other Cities)
Tuesday, October 12, 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.
 Workforce Optimization Tips and Tricks
Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP) and Bill Durr, Industry Evangelist and Speaker, Verint
Join industry thought leaders from the Society of Workforce Planning Professionals (SWPP) and Verint as they present some of the top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization. |
 Using the Voice of the Customer to Transform Quality Monitoring
Verint Customer Presentation
Discover how a business services organization enhances its workforce optimization and quality monitoring program with new metrics to influence agent behavior – while resolving calls more effectively and sharing the voice of the customer across the organization. |
 Extreme Workforce Optimization - How Far Can You Go?
Bill Durr, Industry Evangelist and Speaker, 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.
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Workforce Optimization Breakout Groups - (2 sessions)
- Workforce Management – Vicki Herrell, Society of Workforce Planning Professionals
- Customer Interaction Analytics – Daniel Ziv, Verint
- Back Office and Desktop Process Analytics – Rajeev Venkat, Verint
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