09/23/2010
Charlotte, NC
 Verint Creative Practices Workshop - Charlotte, NC (View Other Cities)
Thursday, September 23, 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.
 Is It Time to Update the Golden Rule?
Brynn Palmer, The Customer Experience Doctor
In a transforming global economy, can our traditional customer service methods support consumers requirements for service? How will your organization meet the “service expectations” of today’s customer? |
 Mystery Solved! Using Performance Management to Drive Change
Verint Customer Presentation
How can you leverage performance management and scorecards to drive business and workforce optimization? Now’s your chance to find out how, as a major insurance provider shares its techniques and lessons learned. |
 Extreme Workforce Optimization - How Far Can You Go?
Oscar Alban, 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. |
Workforce Optimization Breakout Groups - (2 sessions)
- Workforce Management – Kathrine Hogrefe, Verint
- Customer Interaction Analytics – Shannon O’Connor, Verint
- Back Office and Desktop Process Analytics – Steve Williams, Verint
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