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Upcoming Conference Themes To Address The Power Of The Voice Of The Customer, Employee Engagement And Workforce Optimization

Verint® Systems Inc. (NASDAQ: VRNT) today announced company and customer subject matter experts will present at several global conferences and online events this month. Key themes will span a variety of topics from leveraging the Voice of the Customer (VoC) to act on insights, minimizing costs while increasing service, and breaking down silos to drive sales and operational excellence.

Customer Response Summit September 9-11; Detroit, Michigan

Moderating “The New KPIs of Customer Care Multi-Channel Metrics” panel on September 10 will be Verint’s Nancy Porte, vice president of the customer experience. This discussion will explore how new platforms are blending data points from various touch points. It also will address the current KPIs of social care, how to know when your team is successful, and the best tools for measuring and tracking these metrics.

QATC Annual Conference September 10-12; Nashville, Tennessee

Donna Denehy, director, enterprise workforce optimization, will present “Pump Up Your Quality Program by Leveraging the Voice of the Customer” on September 11 at 3:45 p.m. CT. Customers care about receiving quality experiences when they dial into a contact center. This raises critical questions for the customer-facing organization—such as have you incorporated their input and feedback into your quality assurance processes, and are your representatives focused on the right things in all interactions? Attendees will learn how to put the Voice of the Customer to work by leveraging training content with employees, encouraging them to improve skills and knowledge.

Unearth Hidden Gems in Your Customer Data September 12; Speech Technology Webcast

Verint’s Daniel Ziv, vice president voice of the customer analytics, will co-lead this one-hour webcast at 2 p.m. ET. Creating positive and consistent customer service experiences requires organizations to know what customers want. This can be challenging, as needed information is often buried deep in an overwhelming amount of structured and unstructured data—making it difficult to unearth these hidden gems. This session will cover how to implement a successful speech analytics and unified Voice of the Customer program, and ways to realize rapid ROI.

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