How to Limit Process Variance and Optimize Processing Capacity

This FREE webinar was recorded on:
Thursday, March 22, 2012
11:00 AM - 12:00 PM EDT
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How to Limit Process Variance and Optimize Processing Capacity

No matter how perfectly you’ve redesigned your processes, there will always be a gap between the ideal state you envision and what’s actually happening in reality. In service environments, it can be particularly difficult to see when and where people are not following protocols. These “hidden” deviations negatively impact productivity and resource availability, increase variability in output, and ultimately have a negative impact on the bottom line.

This webinar will look at case studies and examine the tools and methodologies that have helped companies ensure adherence to processing protocols in order to limit process variance and improve processing capacity through enhanced resource scheduling.

Join this webinar to:

  • Understand how to recognize process variance in service environments and drill down to root cause
  • Identify practical ways of monitoring activity to ensure adherence to the process  
  • Learn how software can provide real-time process guidance to users in dynamic operating environments
  • Discover ways to align skills and availability to process steps for increased processing effectiveness and capacity

Please note: This webinar will include a demonstration of Verint’s Desktop Analytics, a software that can capture and monitor actual activities and provide real-time guidance on next steps.  

This Webinar takes place 11:00 AM EST (New York)/16:00 GMT (London)/17:00 CEST (Paris)/00:00 HKT (Hong Kong)/ 00:00 EDT (Sydney). For additional time zones, please use the time converter at If you’re unable to join us during the webinar, it will be recorded and available on demand.


Craig Seebach
Vice President, Back-office WFO
Verint® Systems Inc.


Craig works with Verint’s back-office clients worldwide on workforce and process optimization projects, bringing his diverse background in public accounting, financial management, financial planning and analysis and treasury management in the financial services industry.  In addition, Craig has extensive experience in insurance, pharmacy benefit management, retailing and outsourcing industries, helping organizations identify opportunities to leverage their back office staff to increase throughput, quality, and processing speed.  Craig has conducted diagnostics, process redesign, and activity-based costing initiatives across operations areas, including items processing, exception item processing, claims and dispute resolution, as well as cash management operations.

Steve Williams
Practice Director, Desktop & Process Analytics
Verint Systems

Steve Williams is Director for Verint’s Desktop and Process Analytics solution. He has extensive experience developing ground-breaking solutions for process improvement and process discovery for various industries, including financial services, telecommunications, and insurance.