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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.   Hotel Sofitel 223 Twin Dolphin Drive Redwood City, CA Join the Network Linked In Twitter Facebook 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.     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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10/5/2010 Toronto, Ontario Verint Creative Practices Workshop - Toronto, Ontario  (View Other Cities) Tuesday, October 5, 2010 8:30 a.m. - 2 p.m.   The Fairmont Royal York 100 Front Street W Toronto, Ontario, Canada Join the Network Linked In Twitter Facebook 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. Driving Results with Speech Analytics Verint Customer Presentation Learn how a leading Canadian telecommunications provider has incorporated speech analytics into its planning and programs to drive voice-of-the-customer across the enterprise. 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. Workforce Optimization Breakout Groups - (2 sessions) Workforce Management – Bill Durr, Verint Customer Interaction Analytics – David Singer, Verint Back Office and Desktop Process Analytics – Eden Anderson, Verint

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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.   Marriott City Center 100 West Trade Street Charlotte, NC Join the Network Linked In Twitter Facebook 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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You’re invited!

Verint^® Creative Practices Workshops are a great place to meet other contact center management and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Learn. Network. Share.

• Take part in interactive discussions about workforce optimization (Workforce Management, Customer Interaction Analytics, Back Office, and more)
• Hear “tips and tricks” from industry thought leaders.
• Hear best practices from a Verint customer.
• Learn contact center and enterprise creative strategies and best practices that you can take back and put into action in your organization.
• Network with fellow peers and associates.

Why should you attend?

• The workshops are educational, interactive events designed for contact center management and users.
• There will be no sales pitches and no product demos.  The majority of the workshop is networking and discussion groups.
• Feedback from attendees at previous Spring workshops averaged 4.7 out of a possible score of 5 points in the area of: “Value of the Overall Meeting.”

Presented by: Verint^® Witness Actionable Solutions^® and CRMXchange

Presenter: Diego Lomanto, Principal, Solutions Marketing - Analytics, Verint

Date: Thursday, September 23 – 1 p.m. ET

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Getting ahead of your customers’ expectations, and even reactions to doing business with your organization, can present great challenges. Coupled with the breadth of multichannel service and communications media, it begs the question: “How well are you equipped to anticipate, analyze, and act on customers’ requirements and their experiences with your organization?”

Join this session to discover the power of Customer Interaction Analytics—solutions that include speech, data and text analytics, along with customer survey feedback—and how arming your business with an “early internal warning system” can advance your organization through a proactive, customer-centric approach to sales, service, and deeper customer relationships.

Learn how Customer Interaction Analytics can help your business:

·         Gain a better understanding of customers’ wants, needs, expectations, and your ability to deliver.

·         Develop an early warning system that mines customer interactions and feedback to surface emerging trends, and areas of opportunity and improvement.

·         Anticipate sources of customer frustration in order to take proactive, corrective action.

·         Improve business insight and decision making by combining intelligence from multiple sales/service channels—including phone, email, chat, web self-service, and social media—for a more complete view of your customers.

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The social media phenomenon is proving to be one of the most powerful forms of communication impacting brands. Customers are sharing thoughts on products and services, good and bad service experiences, and much more. This new social “word of mouth” is the number one decision factor of 20-50 percent of all customer decisions. Furthermore, social networking is most influential for first time buyers or when products are relatively expensive-the most important transactions for most organizations.

Facebook has more than 500 million global users, and Twitter has seen over 20 billion “tweets” of which 20 percent are estimated to be related to product and services requests. There is a shear mass of consumer-generated information that transpires and increasingly influences buying decisions. Marketing departments no longer own their corporate brands… the customers do!

This can pose a threat especially for organizations that have spent years building their brand. For a customer-centric enterprise, capturing and mining this new social voice of the customer is critical, yet separating the insights from the ‘noise” may be a daunting task. Once something goes social, it’s very hard to control.  See the full article here.

The technology convergence of all forms of business communications between people has been labeled as “unified communications” or “UC.” What it really means is that individual end-users in a business environment can now choose any form of communication to either initiate a contact with another person or group of persons, or to receive and respond to such a contact in any modality (real-time, asynchronous messaging) or medium (voice, text, visual) that is available to them. This flexibility is defined as “multi-modal” communications, as well as “trans-modal” communications, where individual users can dynamically change from their original form of contact to a mode of communication suitable to their immediate circumstantial needs.

This dynamic flexibility of communication is largely being driven by the increase in mobile communications, which requires users to communicate under real-time limitations of their changing environments. Can they talk? Can they listen? Can they look at a screen? Can they push buttons for input? Rather than wait until they can communicate in any particular way, UC enables communication tasks to be done selectively and immediately in one form or another, thus reducing the inherent latency in business communications due simply to a lack of a specific network access connection or device interface.   Read the full article here.

If you view your customer service and contact center as an inevitable cost of doing business , you’ve apparently not been swayed by repeated studies that show:

• Satisfied customers spend more (with you).
• Dissatisfied customers not only spend elsewhere but spread negative word-of-mouth about your company.
• Consumers reward outstanding customer service with larger purchases, loyalty, and even a willingness to pay a premium.

Part of the problem may be that contact centers have historically tracked internal productivity measures that fail to show the value the center provides to the enterprise.

Today, metrics are more business-centric, capturing the Voice of the Customer—feedback on how well your products perform and how easy or difficult your organization is to do business with.

Today’s analytics produce new information and insights that can be used to improve processes, products, and performance, drive revenue, and build competitive differentiation in a highly competitive market.  Customer interaction data captured in your contact centers becomes  intelligence that can be acted on immediately.

You tell us:  What information would you like to capture in your call center that’s not currently being measured?  Please leave a comment and join the conversation.