Name: Getting Started with Quality Management
Start: 2021-01-28T18:00:00Z
End: 2021-01-28T18:00:33.000Z
Location: BrightTALK
Rating: 5

Exceeding customer expectations has always been difficult, and it’s not getting any easier. Advances in automation and artificial intelligence have only increased consumer demands for personalized experiences online and offline. Businesses are struggling to stay efficient – in fact, a recent study by ESG found that organizations are more focused on improving operational efficiency than on developing new products and services.* To stay ahead, you need your entire workforce – people and bots-to work effectively as One Workforce™ across all the areas of your business that impact the customer experience.  

Join guests from AWS and Verint® as they discuss the One Workforce concept and AWS Marketplace. Discover how you can consistently deliver high-quality customer experiences that leverage employees and bots across your entire business, from the contact center to branches and locations, the back office, and social channels, Learn how you can exceed customer expectations by: 

- Increasing your capacity, flexibility, and agility by applying the One Workforce approach via cloud-native application deployment and delivery. 
- Rethinking how to use technology to address the Engagement Capacity Gap™ that occurs when customer expectations for service exceed your capability to meet them. 
- Empowering IT teams to support employees and break down customer experience silos with the right tools and resources. 
- Enabling your entire workforce to engage with customers in the right way at the right time.

One Workforce™: Enabling Your Workforce to Provide Seamless Customer Engagement

A New Approach to Ensuring Effective Resources

Powerful forces of change are having a profound impact on brands that will last for years to come. Interaction volume is increasing, and customer journeys are more complex. A deep chasm has emerged between the kinds of experiences customers expect, and the resources that businesses have available to fulfill them. But this is not bad news! Awareness of the chasm presents an opportunity to rethink old processes to meet the extended needs of today’s customers.

In this webinar, Ryan Hollenbeck, SVP of Global Marketing at Verint will take a deep dive into the navigation of this inflection point as a guest of Keith Dawson, VP & Research Director at Ventana Research who will offer an analyst perspective on what’s new in customer engagement. This webinar will provide insights into why the customer engagement environment is changing, how it impacts operations and planning, and what executives and managers can do today to close the resourcing disparity.

Insights into the Changing Customer Experience Environment

The COVID-19 crisis is unprecedented and is creating significant additional demand for government services that are already under pressure. This webinar will address the challenges confronting state and local government organizations, other public sector and non-profit bodies as they strive to deliver essential services, help manage this crisis and protect the public. Please join us as David Moody, VP and General Manager, Engagement Management Professional, Verint and Iain Daws, Director of Marketing, Verint, share ideas and look at how public services and non-profit organizations around the world are using the technology at their disposal to respond to the demands being placed on them.

Join this webinar to learn how you can:

- Adapt to new ways of working, deliver new essential services and cope with increased demand
- Make sure your employees stay up to date with the latest service developments and procedures
- Quickly set up and administer completely new services demanded by the crisis
- Foster community involvement and leverage voluntary and non-profit organizations to help deliver essential services

This webinar is packed with tips and best practices to help your organization fulfill its vital role in keeping us all safe.

Managing Citizen Engagement & Service Delivery Through Uncertain Times

Watch this on-demand webinar to learn more about call center expenses you need to consider as you build your 2021 budget and how a modern WFM solution plays a critical role in budget preparation.

Navigate Your Contact Center Budget for a Thriving CX in the New Year

Discover how a quality management (QM) solution can elevate your customer experience while meeting customer expectations. Our QM experts will cover how your organization can get started with quality management to help navigate and thrive with quality management in today's new challenges.

Getting Started with Quality Management

Contact Center

Customer Engagement

Customer Experience

Customer Data

Workload Automation

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Getting Started with Quality Management

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