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Verint Experts to Profile the Who, What, How and Why Around Customer-Centric Workforce Optimization

September 27, 2012 No Comments

SOURCE: Verint

MELVILLE, N.Y., September 11, 2012 – Verint® Systems Inc. (NASDAQ: VRNT) today announced that several of its subject matter experts will present at upcoming conferences and online events this month. The sessions will provide attendees with tips on how to build and implement effective Voice of the Customer (VoC) programs to drive operational excellence, optimize enterprise performance and help increase customer satisfaction. The presentations will also highlight emerging technologies and trends in customer care, best practices for creating powerful partnerships with groups within and outside of the contact center, and ways to use quality monitoring data to obtain actionable intelligence that supports training effectiveness.

International Association of Reservation Executives Annual Conference

September 9-11; Orlando, FL

In the session titled “R U Ready for Social Media Customer Care,” Greg Sherry-vice president, marketing-will co-present with customer Telvista. The presentation will explore the growing number of companies that plan to allocate staff and technology to support social customer care and VoC programs. It will also highlight Telvista’s “best practices” approach to creating a social media center designed to enhance loyalty and brand reputation, drive better decisions and reduce costs.

How to Use Feedback to Score a Touchdown

September 12; Verint Webinar

Having a focused team and game plan in place is critical to building and executing a successful VoC program. Led by Verint’s Oscar Alban, principal market consultant, and Brian Koma, vice president of research, this 1 p.m. ET webinar will focus on building a successful VoC program in the contact center. These industry experts will explain how to bridge the gap between simply listening to customers and taking real action based on what they say. Verint’s VoC and customer experience “coaches” will outline seven key plays that successful centers practice daily in order to turn feedback into action and proactive decisions for driving operational excellence.

2012 International Customer Service Association Conference

September 16-19; Richmond, VA

Taking the stage in the session “Using the Voice of the Customer to Build Meaningful Customer Service Strategies” will be Nancy Porte. During the 2:30 p.m. ET presentation on September 18, she will provide tangible examples of how a VoC program impacts the financial success of the company, especially when incorporating multiple channels such as big data, unstructured and structured data, speech and text analytics, and online panels. Attendees will learn how to quantify and deploy a methodical VoC initiative to exploit the benefits derived from handling big data smartly.

Customer-Centric Workforce Optimization in Action: Real-World Examples

September 20; CRMXchange Webinar

During this informative webinar taking place September 20 at 1 p.m. ET, Roger Woolley-vice president, solutions marketing-will moderate a discussion between several leading Verint customers to find out how they are putting customer-centric workforce optimization (WFO) to work in their organizations. A provider of critical HR-related outsourcing services will share how it uses WFO within its contact center and back-office functions to meet service levels and better serve customers. Also joining the discussion will be a leading North American trade-only commercial printer, which will discuss how it has achieved greater operational excellence-from process improvement to customer satisfaction-across its customer service value chain through a unified WFO and customer feedback strategy. Find out how these organizations are not only transforming their front-line customer service operations, but delivering greater value to customers enterprise-wide.

2012 QATC Annual Conference

September 26-28; Nashville, TN

Presenting in a workshop session on “Driving Quality Performance with Powerful Partnerships” is Brynn Palmer, principal, solutions marketing. In the 3 p.m. CT discussion that takes place September 26, she will outline best practices for creating powerful partnerships with groups within and outside of the contact center. These will include ways to use quality monitoring data to provide insights and actionable intelligence to support recruiting efforts and track training effectiveness.

Palmer is also leading the “60 Ideas in 60 Minutes-Training” presentation on September 28 at 10:15 a.m. CT. This fast-paced format will provide attendees with proven ideas and new approaches that can be implemented across their training programs.

SOCAP Wisconsin’s Premier Lambeau Field Event

September 27; Green Bay, WI

Oscar Alban will share strategies for looking ahead in the session titled “The Future of Customer Care: Emerging Trends and Technologies.” One of the most difficult challenges for customer care leaders is keeping up with current trends and new technologies. At the same time, being able to envision the future in order to meet increasing customer expectations and maintaining a competitive edge is vital.

During this same one-day event, Alban will also participate in the “Enterprise Voice of the Customer” session. In this discussion, he will explore the ways in which customer service has become the real differentiator in the marketplace. He also will provide perspectives on the benefits of an enterprise-wide VoC initiative and the importance of listening to customer feedback, expectations and the requirements that will keep them loyal to a business.

About Verint Enterprise Intelligence Solutions

Verint® Enterprise Intelligence Solutions help organizations of all sizes capture and analyze customer interactions, sentiments and trends across multiple channels, improve performance and optimize the customer experience. The solution portfolio includes the Impact 360 ® Workforce Optimization suite and Voice of the Customer software, which serve as strategic enterprise assets for increasing customer satisfaction and loyalty, enhancing products and services, reducing operating costs and driving revenue.

About Verint Systems Inc.
Verint® (NASDAQ: VRNT) is the global leader in Actionable Intelligence® solutions and value-added services. Its extensive portfolio of Enterprise Intelligence Solutions and Security Intelligence Solutions helps worldwide organizations capture and analyze complex, underused information sources-such as voice, video and unstructured text-to enable more timely, effective decisions. More than 10,000 organizations in 150 countries, including over 85 percent of the Fortune 100, use Verint solutions to improve enterprise performance and make the world a safer place. Headquartered in N.Y. and a member of the Russell 3000 Index, Verint has offices worldwide and an extensive global partner network. Learn more at

This press release contains forward-looking statements, including statements regarding expectations, predictions, views, opportunities, plans, strategies, beliefs, and statements of similar effect relating to Verint Systems Inc. These forward-looking statements are not guarantees of future performance and they are based on management’s expectations that involve a number of risks and uncertainties, any of which could cause actual results to differ materially from those expressed in or implied by the forward-looking statements. For a detailed discussion of these risk factors, see our Annual Report on Form 10-K for the fiscal year ended January 31, 2012 and our Quarterly Report on Form 10-Q for the quarter ended July 31, 2012, and other filings we make with the SEC. The forward-looking statements contained in this press release are made as of the date of this press release and, except as required by law, the Company assumes no obligation to update or revise them or to provide reasons why actual results may differ.


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