Engage 2017 | Pre-Conference Workshops

Pre-Conference Workshops

What Is It All About?

Pre-conference workshop sessions help you gain additional insight into Verint solutions before the Engage conference begins. Sessions are organized into themes that focus on industry best practices and/or features in our solutions.

Pre-registration is required to attend pre-conference workshop sessions. You must be registered for the main conference to register for pre-conference workshops. Please note that space is limited and available on a first-come, first-served basis.


Pre-conference Workshop – Pricing, Duration and Format

The pre-conference workshop registration fees are $295 USD per session, except for the Customer Experience 101 workshop, which is complimentary. Fees include breakfast and lunch for all pre-conference workshop sessions.

Workshop Duration

Each workshop is planned for three hours.

Workshop Format

The workshops will be facilitated by an expert Verint consultant in a classroom format. The consultant will demonstrate in a lab environment and provide students with supplemental presentation material and product documentation as appropriate. No laptops are required for these sessions.

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

Please Note: Everyone is welcome to attend, but the topics covered in these workshops are intended for an audience that has previous experience with the applications noted in the workshop descriptions.


 

The pre-conference workshop registration fees are $295 USD per session, except for the Customer Experience 101 workshop, which is complimentary. Fees include breakfast and lunch for all pre-conference workshop sessions.

Send more, save more: Book three pre-conference workshops for yourself or for colleagues and receive 20% off the total cost!

Pre-Conference Tracks

Customer Experience

This complimentary workshop will cover the expertise and best practices that leading customer experience (CX) organizations use to make CX a competitive differentiator. It provides an overview on how to systematically and effectively measure the customer experience and develop a complete view across all channels and touch points on the customer journey. The workshop will be facilitated by Andrew Reise Consulting. The firm is a partner of Verint and is a recognized leader in providing CX solutions to clients in a variety of industries, including health care, communications, hospitality, retail and financial services.

Workshop: Customer Experience 101
Monday, 22 mai, 2017
1:00pm—4:00pm

  • Topics:

    • How to design a CX vision and strategy tied to your organization’s brand promise
    • How to demonstrate the value and ROI of a CX program
    • How to turn CX strategy into implementation plans that improve the customer experience

    Audience: Marketing and customer experience professionals

    Applications Discussed: Verint Voice of the Customer solutions

Enterprise Workforce Management

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Workforce Management” sessions during the Engage conference.

Workshop 1: Expanding Your Knowledge of Request Management with v15
Monday, 22 mai, 2017
9:00am—12:00pm

  • Topics: Learn the latest features and functionality of Request Management within Verint Workforce Management version 15. Using real customer examples, we will explore configuration options for Time Off Management and Shift Bidding. This session will provide new ways to use this functionality.

    Audience: Workforce management scheduler users and managers responsible for administering Request Management

    Applications Discussed: Gestion du personnel de Verint

Workshop 2: Advanced Planning Techniques using Strategic Planner
Monday, 22 mai, 2017
1:00pm—4:00pm

  • Topics: Gain an understanding of the advanced configuration and strategies available to you for long-term planning with the Verint Strategic Planner solution. This session will explore different scenarios, taking into consideration real customer examples.

    Audience: Workforce management schedulers responsible for creating schedules and providing staffing plans

    Applications Discussed: Planificateur stratégique Verint

Technical

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Technical” sessions during the Engage conference.

Workshop 1: Troubleshooting Speech Analytics Transcription and Server Configuration
Monday, 22 mai, 2017
9:00am—12:00pm

  • Topics: Learn how to troubleshoot and configure Verint Speech Analytics solution, focused on the server settings and transcription settings. Real customer examples will be examined to help provide insight from different customer configurations.

    Audience:
    Telecom, IT, and Network Administrators interested in reviewing content and participating in discussions

    Applications Discussed:
    Analyse des conversations Verint

Workshop 2: Troubleshooting 101
Monday, 22 mai, 2017
1:00pm—4:00pm

  • Topics: Gain information and techniques for troubleshooting your Verint solution, including reviewing log files, monitoring alarms, and gathering useful data to provide insight into your solution.

    Audience: Telecom, IT, and Network Administrators interested in reviewing content and participating in discussions

    Applications Discussed: QM, WFM, Speech Analytics

Enterprise Workforce Management

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Workforce Management” sessions during the Engage conference.

Workshop 1: WFM Ad Hoc Reporting on v15
Monday, 22 mai, 2017
1:00pm—4:00pm

  • Topics: Learn expert information on building ad hoc reports on Workforce Management data using SSRS in version 15. We will use real customer examples of common reports necessary for organizations to gain insight into their workforce statistics.

    Audience: Workforce Management professionals responsbile for generating long-term hiring plans, capacity plans and forecasts.

    Applications Discussed: Gestion du personnel de Verint

Gestion de la performance

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Performance Management” sessions during the Engage conference.

Workshop 1: Scorecard Setup and Configuration of Standard KPIs
Monday, 22 mai, 2017
9:00am—12:00pm

  • Topics: Gain a basic understanding of how to utilize the Verint Performance Management Scorecard solution to gain insight into your business metrics. The topics will focus on Scorecard 101 topics, detailing configuration and setup of out-of-the box KPIs.

    Audience: Application administrators who are responsible for setting up scorecards, and managers/supervisors responsible for managing team member performance

    Applications Discussed: Gestion de la performance Verint

Workshop 2: Expanding Scorecards to Include More of Your Company's Data
Monday, 22 mai, 2017
1:00pm—4:00pm

  • Topics: Learn how to configure Performance Management Scorecards with KPIs from data outside of the Verint solution. Participants will gain an understanding of what is needed to build KPIs based on different third-party systems, such as their CRM or Sales data.

    Audience: Application administrators who are responsible for setting up scorecards, and managers/supervisors responsible for managing team member performance

    Applications Discussed: Gestion de la performance Verint

Analyse de la voix

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Speech Analytics” sessions during the Engage conference.

Workshop 1: Introduction to Phonetic Boosting and Speech Trending
Monday, 22 mai, 2017
9:00am — 12:00pm

  • Topics: Gain insight into the options you have with Speech Analytics Phonetic Boosting to optimize the transcription of your Speech solution. Also, learn how to interpret Speech trending and various application of trends to continue the optimization process.

    Audience:
    Business, reporting and data analysts who are responsible for identifying trends, reporting on results and driving actions

    Applications Discussed:
    Analyse des conversations Verint

Gestion de la qualité

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Quality Management” sessions during the Engage conference.

Workshop 1: Viewing Results with v15 Quality Monitoring Enterprise Reporting on SSRS
Monday, 22 mai, 2017

9:00am — 12:00pm

  • Topics: Learn methods to building reports that Quality Assurance teams analyze every day with regard to their quality data. This session will focus on methods for creating reports that provide trends and strategies to improve efficiency and understanding of the SSRS reporting solution.

    Audience:
    Reporting analysts and managers interested in the reporting capabilities of the Quality Monitoring Modules

    Applications Discussed:
    Gestion de la qualité Verint

Workshop 2: Building an Effective and Sustainable Quality Program
Monday, 22 mai, 2017
1:00pm — 4:00pm

  • Topics: Learn best practice recommendations on development of effective evaluation questions and forms, calibration techniques and tracking coaching sessions.

    Audience:
    Quality assurance teams and managers responsible for running their organization’s quality program

    Applications Discussed:
    Gestion de la qualité Verint

Analyse des processus et du poste de travail

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Desktop and Process Analytics” sessions during the Engage conference.

Workshop 1: Working with Variables and Custom Commands
Monday, 22 mai, 2017
9:00am—12:00pm

  • Topics: Gain a deeper understanding of the different variables available when configuring triggers in Desktop and Process Analytics. You will also learn the different custom commands that can be utilized to develop triggers that will expand your use and understanding of what Verint Desktop and Process Analytics solution can do for your organization.

    Audience:
    Administrators, managers and supervisors interested in creating and managing triggers to evaluate the effectiveness of the organization

    Applications Discussed:
    Desktop and Process Analytics Verint

Workshop 2: Desktop and Process Analytics Reporting
Monday, 22 mai, 2017
1:00pm—4:00pm

  • Topics: Gain a deeper understanding of the reporting capabilities in Desktop and Process Analytics. Participants will learn how to interpret the data to help organizations use it to make business decisions.

    Audience:
    Administrators, managers and supervisors interested in reporting on Desktop and Process Analytics

    Applications Discussed:
    Desktop and Process Analytics Verint

Gestion de l'engagement

These workshops will provide theoretical and practical knowledge on the planning, usage, and configuration of Verint technology. They will be conducted with a blend of theory, process modeling, group discussion, and live demonstration.

The workshops are intended to complement the “Engagement Management” sessions during the Engage conference.

Workshop 1: Engagement social Verint
Monday, 22 mai, 2016

9:00am — 12:00pm

  • Topics: Explore the tools available to help Social Gatekeepers manage, monitor, reply and escalate social messages related to their organization. We will also look at how supervisors can access analysis and reporting information specific to the social channel.

    Audience:
    Analysts, supervisors, and managers

    Applications Discussed:
    Engagement social Verint

Workshop 2: Knowledge Management for Technical Administrators
Monday, 22 mai, 2017
1:00pm — 4:00pm

  • Topics: Explore the technical architecture of knowledge in our Engagement Management product. Topics include dissecting the authoring workflow, understanding and administrating SOLR, using the KM API, and common KM issues and resolutions.

    Audience:
    System administrators

    Applications Discussed:
    Gestion de l'engagement de Verint

 

Sign up for Pre-Conference Workshops during your conference registration