About The Author

Rajeev Venkat is Senior Director, Solutions Marketing.  Rajeev manages Verint’s workforce management, eLearning, performance management and desktop activity management solutions.  Rajeev’s association with contact centers began in the mid-1990s when his company became one of the first to outsource customer service and fulfillment work to what is today one of the world’s largest outsourced service providers.  Monitoring and improving contact center performance has since been central to his work.  Today, he continues his efforts to enhance the overall customer experience by focusing on workforce optimization not only in the contact center but in the extended enterprise back-office customer service operations.