Verint Webinars how to improve Customer Service

Throughout August, Verint are delivering 2 interactive webinars on how to improve customer experience. This series is designed for IT, Customer Service and Operations professionals and will look at how customer behaviour and customer expectations are changing and the role of IT, customer service and operations in driving customer experience and customer engagement.
What can Technology do for Your Customer Experience
Find out more about the role of technology and IT in driving customer experience and customer engagement. Tuesday 4th August, 14:00 GMT Taking the pain out of ID&V; Reinventing Caller Authentication With Passive Voice Biometrics Richard Bennett, Practice Consultant EMEA Tuesday 11th August, 14:00 GMT Clicking with Customers – Optimising Live Chat and Co-Browse Channels Steven Thurlow, VP and Global Practice Lead, Engagement Management Tuesday 18th August, 14:00 GMT Don’t Rip and Replace, Wrap and Renew Rob Ballantyne, Engagement Management Consultant, EMEA Tuesday 25th August, 14:00 GMT Debunking Myths Associated with Cloud Workforce Optimisation Jim Tanner, Vice President, SaaS Business Development

Optimising Your Workforce
Learn how to drive smarter engagement with customers, enhance employee productivity across the front and back office, and help improve the overall customer experience. Wednesday 5th August, 14:00 GMT Improving your Operational Performance; Breaking Down Silos Michiel Lely, VP Practices EMEA and Robin Grainger, Director, Brands2life Wednesday 12th August, 14:00 GMT Tools and Technologies for Empowered Employees Graeme Gabriel, Strategic Back Office WFO Consultant EMEA and Phil Anderson, Contact Centre Specialist, PPF Wednesday 19th August, 14:00 GMT The Intelligent Enterprise Peter Wilson, Strategic Consultant Customer Analytics, EMEA and Phil Anderson, Contact Centre Specialist, PPF Wednesday 26th August, 14:00 GMT Expanding Beyond Managing People and Processes – Managing the Work Michiel Lely, VP Practices EMEA and Robin Grainger, Director, Brands2life

Customer Service Excellence
Find out how to offer a consistent customer experience, use the voice of your customer to improve your performance and where to start with setting up your Customer Experience Programme. Thursday 6th August, 14:00 GMT If You Want Loyal Customers, Make it Easy to Complain Rachel Lane, Director of Customer Analytics EMEA and Ann-Marie Stagg, Chief Executive, CCMA Thursday 13th August, 14:00 GMT Listen Up. The Power of Speech Analytics Rachel Lane, Director of Customer Analytics EMEA Thursday 20th August, 14:00 GMT A Fast Track to Customer Journey Mapping Steph Platel, Lead Customer Analytics Consultant, EMEA Thursday 27th August, 14:00 GMT Best Practices for Establishing a Customer Experience Programme Nancy Porte, Global Customer Experience and Anne Marie Forsyth, Chief Executive, CCA