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Verint Webinars how to improve Customer Service

verint.summer.school.image.2015Throughout 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

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