Thursday, 21st May, 10:00-17:00, Hilton Garden Inn, Birmingham
Join us at the Hilton Garden Inn in Birmingham to discover the benefits of the latest Version of Verint’s Workforce Optimisation Suite (Version 11.2) and share best practices with other users. Our solution consultants will facilitate discussions around the challenges that planners face in the ever-changing contact centre and customer engagement environment.
10:00 - 10:45 - Welcome and Introductions (Graeme Gabriel)
Opening remarks and outline user forum objectives
10:45 - 11:30 - WFM version updates (Huw Jones)
Overview of V11.1 features and introduction to 11.2
11:30 - 11:45 - User Insight (Jamie Pickup)
In this short presentation you will be given further insight into under-utilized
functionalities and features.
11:45 - 12:00 - Post an Issue (Part 1)
12:00 - 13:00 - Lunch
13:00 - 13:45 - User Challenges (Part 2) (Graeme Gabriel)
Facilitated session giving you the opportunity to articulate your current business
challenges and get help and advice from the group
13:45 - 14:00 - Break
14:00 - 14:30 - Etihad case study
14:30 - 15:15 - Long term forecasting (Jamie Pickup & Mark Lincoln)
Facilitated session discussing the inputs for a long term budget process and how a Strategic
Planner can support that.
15:15 - 16:00 - Managing Requests (Jamie Pickup & Mark Lincoln)
Use of Verint request management functionality to assist your processes for holiday, shift
swaps and shift requests/changes
Graeme Gabriel
Strategic Back Office WFO Consultant, Enterprise Workforce Optimisation Practice EMEA Verint Systems
Graeme’s experience in contact centres stretches back over 20 years, at nearly every level including agent, Team Manager, Back Office manager, ACD Administrator, Forecaster and Scheduler as well as WFO Planning Manager. He has engaged in training and consulting across Europe and the Middle East, helping organisations implement and reengineer WFM process and systems, as well as skills gap analysis and training delivery.
