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Industry Experts from Verint Systems will Present on Workforce Optimization, Quality Monitoring, Speech Analytics and Coaching Software at the Upcoming Events

July 30, 2010
By Deepika Mala - Telemarketing Software Contributor


During upcoming events, industry experts from Verint (News - Alert) Witness Actionable Solutions will speak on the value and benefits associated with workforce optimization, quality monitoring, speech analytics and coaching software.


Tips and best practices for maximizing the value of each solution will be offered by the sessions.  Also, the sessions will place an emphasis on how they help improve enterprise performance and customer loyalty.

Ways to balance customer security with industry regulations related to the Payment Card Industry Data Security Standard will be explored by additional sessions at SpeechTek 2010 in New York City on August 2-4.

The ways in which speech analytics provides valuable customer insight back into organizations will be explored in the August 2 panel entitled "Understanding the Value of Speech Analytics".

During the session, an overview of the different types of analytics offerings in the marketplace, the ins-and-outs of deployments, and the most strategic ways to present solution success and value to senior management, will be provided by Shannon O'Connor, regional vice president, strategic consulting for Verint Witness Actionable Solutions.

The August 31 session at Hotel Casa Dann Carlton in Bogota, Columbia titled "Becoming Customer Centric: The Roles for Workforce Optimization and CRM", will be lead by Join Bill Durr, principal global solutions consultant for Verint Witness Actionable Solutions. Attendees will learn about the ways companies can create customer-centric environments. Demonstrations on how workforce optimization solutions help enable all the necessary systems across the enterprise to share information, work together, and ultimately deliver a better, more cost-effective experience, will also be made by Bill.

Oscar Alban, principal global market consultant for Verint Witness Actionable Solutions, during the September 1 session in Sao Paulo, Brazil entitled "The Monitoring of Quality and Processes to Ensure Customer Satisfaction," will challenge attendees to take a holistic view of their quality strategies.

Topics will cover how to leverage recorded customer interactions to identify trends and root cause issues that may be hurting the customer experience; and how looking at the business from the customer standpoint helps enhance agents' skills and brand impact.

During the September 9 session in Austin, Texas, Oscar Alban will explore the topic entitled "More than Monitoring: Coaching for Performance Improvement". He will highlight critical aspects of coaching, and the benefits and value it can deliver. Oscar, during the event, will also moderate the panel "Innovative New Models for Managing Call Center Performance", which explores ways to "supercharge" a company's quality program.

Kristyn Emenecker, vice president, solutions marketing for Verint Witness Actionable Solutions, on September 13 in Orlando, FL., will highlight how to maintain the integrity of recorded interactions in context with customer security and industry regulations. Her session titled "The Impact of Payment Card Industry Compliance on the Contact Center: The Good, the Bad & the Ugly", will help the attendees gain insight on key drivers propelling the uptake and impact of the PCI (News - Alert) DSS, ways to keep pace with fluctuating guidance changes and how to help ensure overall center security.

The resurgence of compliance driven by initiatives like PCI DSS will be examined during the September 16 session in Nashville, TN. entitled "Five Key Trends for Quality Assurance in 2010 You Don't Want to Miss."

Verint's Kristyn Emenecker, during this interactive presentation, will evaluate the top trends that have surfaced across quality assurance programs this year, with an emphasis on navigating the pitfalls and capitalizing on what works.


Deepika Mala is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny



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