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Tag: Workforce Management

Travianet Completes Implementation of Impact 360 Workforce Management Software from Verint

Sep 15
Contact Center Solutions

Travel Booking and Fulfillment Services Customer Looks to Verint Software and Partner Tele´Train to Strengthen Forecasting and Scheduling Capabilities (NASDAQ: VRNT) today announced that Germany-based travianet GmbH, a leading provider of travel booking and fulfillment services, implemented the Impact 360® Workforce Management software from Verint Witness Actionable Solutions® in July 2010. Verint partner Tele´Train deployed the solution, which includes forecasting and scheduling, advanced adherence and reporting functionality, in three travianet contact centers to support 170 agents. Tele´Train also trained travianet staff on the solution and provided consulting on process change management for best practice workforce management (WFM).

KIEL, GERMANY and MELVILLE, N.Y., September 15, 2010 — Verint® Systems Inc.

With more than 2,000 active affiliates nationally, travianet offers holiday booking services for consumers, travel management services for companies, and booking fulfillment services for travel portals, shipping lines, airlines, hotels and other travel operators. To accommodate its rapid growth, the organization opened two new service centers in the last year, making a total of three centers in Germany. In conjunction with the expansion, it sought to invest in a feature-rich and highly scalable WFM solution that would help anticipate customer and workforce staffing needs, schedule the right staff to meet demand and maintain a core focus on customer service excellence.

These objectives, coupled with its technology requirements, led to the selection of Verint and the purchase of Impact 360 Workforce Management in June 2010. “We have always adopted new technology to enable us to operate more efficiently. Now that we are expanding our business, we need more intelligent and time saving tools like Impact 360 to stay ahead in a rapidly changing environment,” shares Bernd Kienle, managing director at travianet. “Impact 360 will help us optimize and automate forecasting and scheduling, and its intuitive dashboard will enable seamless management of our agents.”

See the full press release here.

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Verint Creative Practices Workshop - Columbus, OH

Sep 10
Corporate

Register Now

11/3/2010

Columbus, OH

Verint Creative Practices Workshop - Columbus, OH  (View Other Cities)

Wednesday, November 3, 2010
8:30 a.m. - 2 p.m.

 

Westin Columbus
310 South High Street
Columbus, OH
 

Join the Network

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Agenda Highlights (Download the full agenda)

Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Kathleen PetersonWorkforce Optimization Tips and Tricks
Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP) and Oscar Alban, Industry Evangelist and Speaker, Verint
Join industry thought leaders from the Society of Workforce Planning Professionals (SWPP) and Verint as they present some of the top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization.
Oscar AlbanCustomer Presentation
Brynn Palmer

 
Oscar AlbanExtreme Workforce Optimization - How Far Can You Go?
Oscar Alban, Industry Evangelist and Speaker, Verint
How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise.
Workforce Optimization Breakout Groups - (2 sessions)

  • Workforce Management –Vicki Herrell, Society of Workforce Planning Professionals
  • Customer Interaction Analytics –Diego Lomanto, Verint
  • Back Office and Desktop Process Analytics – Eden Anderson, Verint

 
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Verint Creative Practices Workshop - Philadelphia, PA

Sep 10
Corporate

Register Now

10/21/2010

Philadelphia, PA

Verint Creative Practices Workshop - Philadelphia, PA  (View Other Cities)

Thursday, October 21, 2010
8:30 a.m. - 2 p.m.

 

Philadelphia Marriott West
111 Crawford Avenue
West Conshohocken, PA

Join the Network

Linked In Linked In Twitter Twitter Facebook Facebook

Agenda Highlights (Download the full agenda)

Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Kathleen PetersonCustomer Experience Driven Operations – What Leaders Need to KNOW and DO

Kathleen Peterson, PowerHouse Consulting

Today’s customer experience affects tomorrow’s profit. Customer experience optimization relies on operational savvy to meet both the needs of the customer and the needs of the business. Take away seven “Need to Know’s” and work on the “What to Do’s” with others facing similar challenges.
Verint CustomerVerint Customer Presentation:

Learn how a leading company is using Verint Impact 360® Workforce Optimization to gain deeper insight into its performance – and leveraging this intelligence to drive service quality and business optimization.
Vicki HerrellWorkforce Optimization Tips and Tricks

 Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP)

Learn top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization.
Oscar AlbanExtreme Workforce Optimization - How Far Can You Go?

Kristyn Emenecker, Verint 

How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise.
Workforce Optimization Breakout Groups - (2 sessions)

  • Workforce Management – Vicki Herrell, Society of Workforce Planning Professionals
  • Customer Interaction Analytics – Shannon O’Conner, Verint
  • Back Office and Desktop Process Analytics – Steve Williams, Verint

 
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Verint Creative Practices Workshop - Dallas, TX

Sep 10
Corporate

Register Now

10/19/2010

Dallas, TX

Verint Creative Practices Workshop - Dallas, TX  (View Other Cities)

Tuesday, October 19, 2010
8:30 a.m. - 2 p.m.

 

Marriott Las Colinas
223 West Las Colinas Blvd
Irving, Texas

Join the Network

Linked In Linked In Twitter Twitter Facebook Facebook

Agenda Highlights (Download the full agenda)

Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Oscar AlbanIs It Time to Update the Golden Rule?

Brynn Palmer, The Customer Experience Doctor

In a transforming global economy, can our traditional customer service methods support consumers requirements for service? How will your organization meet the “service expectations” of today’s customer? 
Verint CustomerDelivering Great Performance with Speech Analytics

Verint Customer Presentation

In this case study summary, a leading provider of financial services and insurance shares it s experience using speech analytics to hone in on – and enhance – employee performance.
Vicki HerrellWorkforce Optimization Tips and Tricks

Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP)

Learn top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization.
Oscar AlbanExtreme Workforce Optimization - How Far Can You Go?

Oscar Alban, Industry Evangelist and Speaker, Verint

How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise.

 
Workforce Optimization Breakout Groups - (2 sessions)

  • Workforce Management –Vicki Herrell, Society of Workforce Planning Professionals
  • Customer Interaction Analytics – David Singer, Verint
  • Back Office and Desktop Process Analytics – Rajeev Venkat, Verint

 
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Verint Creative Practices Workshops - Redwood City, CA

Sep 10
Corporate

Register Now

10/12/2010

Redwood City, CA

Verint Creative Practices Workshop - Redwood City, CA  (View Other Cities)

Tuesday, October 12, 2010
8:30 a.m. - 2 p.m.

 

Hotel Sofitel
223 Twin Dolphin Drive
Redwood City, CA

Join the Network

Linked In Linked In Twitter Twitter Facebook Facebook

Agenda Highlights (Download the full agenda)

Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Kathleen PetersonWorkforce Optimization Tips and Tricks

Vicki Herrell, Executive Director of the Society of Workforce Planning Professionals (SWPP) and Bill Durr, Industry Evangelist and Speaker, Verint

Join industry thought leaders from the Society of Workforce Planning Professionals (SWPP) and Verint as they present some of the top tips in areas including quality monitoring/recording, workforce management, analytics and contact center optimization.
Verint CustomerUsing the Voice of the Customer to Transform Quality Monitoring

Verint Customer Presentation

Discover how a business services organization enhances its workforce optimization and quality monitoring program with new metrics to influence agent behavior – while resolving calls more effectively and sharing the voice of the customer across the organization.
Bill DurrExtreme Workforce Optimization - How Far Can You Go?

Bill Durr, Industry Evangelist and Speaker, Verint

How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise.

 
 
Workforce Optimization Breakout Groups - (2 sessions)

  • Workforce Management – Vicki Herrell, Society of Workforce Planning Professionals
  • Customer Interaction Analytics – Daniel Ziv, Verint
  • Back Office and Desktop Process Analytics – Rajeev Venkat, Verint

 
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Verint Creative Practices Workshop - Toronto, Ontario

Sep 10
Corporate

Register Here

10/5/2010

Toronto, Ontario

Verint Creative Practices Workshop - Toronto, Ontario  (View Other Cities)

Tuesday, October 5, 2010
8:30 a.m. - 2 p.m.

 

The Fairmont Royal York
100 Front Street W
Toronto, Ontario, Canada

Join the Network

Linked In Linked In Twitter Twitter Facebook Facebook

Agenda Highlights (Download the full agenda)

Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Kathleen PetersonCustomer Experience Driven Operations – What Leaders Need to KNOW and DO

Kathleen Peterson, PowerHouse Consulting

Today’s customer experience affects tomorrow’s profit. Customer experience optimization relies on operational savvy to meet both the needs of the customer and the needs of the business. Take away seven “Need to Know’s” and work on the “What to Do’s” with others facing similar challenges.
Verint CustomerDriving Results with Speech Analytics

Verint Customer Presentation

Learn how a leading Canadian telecommunications provider has incorporated speech analytics into its planning and programs to drive voice-of-the-customer across the enterprise.
Oscar AlbanExtreme Workforce Optimization - How Far Can You Go?

Bill Durr, Industry Evangelist and Speaker, Verint

How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise.
Workforce Optimization Breakout Groups - (2 sessions)

  • Workforce Management – Bill Durr, Verint
  • Customer Interaction Analytics – David Singer, Verint
  • Back Office and Desktop Process Analytics – Eden Anderson, Verint

 
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Verint Creative Practices Workshop - Charlotte, NC

Sep 10
Corporate

Register Here

09/23/2010

Charlotte, NC

Verint Creative Practices Workshop - Charlotte, NC  (View Other Cities)

Thursday, September 23, 2010
8:30 a.m. - 2 p.m.

 

Marriott City Center
100 West Trade Street
Charlotte, NC

Join the Network

Linked In Linked In Twitter Twitter Facebook Facebook

Agenda Highlights (Download the full agenda)

Verint® Creative Practices workshops are a great place to meet other contact center managers and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Oscar AlbanIs It Time to Update the Golden Rule?

Brynn Palmer, The Customer Experience Doctor

In a transforming global economy, can our traditional customer service methods support consumers requirements for service? How will your organization meet the “service expectations” of today’s customer? 
Verint CustomerMystery Solved! Using Performance Management to Drive Change

Verint Customer Presentation

How can you leverage performance management and scorecards to drive business and workforce optimization? Now’s your chance to find out how, as a major insurance provider shares its techniques and lessons learned.
Oscar AlbanExtreme Workforce Optimization - How Far Can You Go?

Oscar Alban, Industry Evangelist and Speaker, Verint

How far can your business go with workforce optimization? Discover how you can leverage today’s technology, people and processes to drive results within the contact center and into the enterprise.
Workforce Optimization Breakout Groups - (2 sessions)

  • Workforce Management – Kathrine Hogrefe, Verint
  • Customer Interaction Analytics – Shannon O’Connor, Verint
  • Back Office and Desktop Process Analytics – Steve Williams, Verint

 
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Verint Creative Practices Workshops

Sep 10
Corporate

Register here

You’re invited!

Verint® Creative Practices Workshops are a great place to meet other contact center management and users. At these free, half-day events you’ll learn interesting and creative best practices from industry experts.

Learn. Network. Share.

  • Take part in interactive discussions about workforce optimization (Workforce Management, Customer Interaction Analytics, Back Office, and more)
  • Hear “tips and tricks” from industry thought leaders.
  • Hear best practices from a Verint customer.
  • Learn contact center and enterprise creative strategies and best practices that you can take back and put into action in your organization.
  • Network with fellow peers and associates.

Why should you attend?

  • The workshops are educational, interactive events designed for contact center management and users.
  • There will be no sales pitches and no product demos.  The majority of the workshop is networking and discussion groups.
  • Feedback from attendees at previous Spring workshops averaged 4.7 out of a possible score of 5 points in the area of: “Value of the Overall Meeting.”
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Impact 360 Workforce Optimization impacts the performance of contact center agents in the public safety sector.

Aug 10
Public Safety Solutions

See Bill Pryor-Verint’s Director of Public Safety-discuss the ways in which Impact 360® Workforce Optimization impacts the performance of contact center agents in the public safety sector.  The following video clip also highlights the innovative solutions that Verint® Systems has introduced specifically for these communications centers, enabling higher quality interactions for citizen communities.    

Announced at this year’s APCO conference is new functionality that automates workforce forecasting and scheduling, and introduces capabilities that enable monitoring schedule adherence in real time.  Helping emergency communications and dispatch center management plan and appropriately staff to meet their workloads and requirements, the Verint Impact 360 solution can produce optimal schedules by balancing defined shift rules, work patterns, breaks, off-phone times, and individual skills, proficiencies and preferences.  In addition to intra-day management abilities, Impact 360 for Public Safety also automates such routine tasks as time off management and shift swapping, which provides managers with insight into individual and group performance.

Click here to watch the video.

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