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Our Sessions

October 26, 2017

8:30 AM  -  9:15 AM
Opal Ball Room
Paul Bernard - CallMiner
Scott Kendrick

Opening Remarks

Opening remarks from VP of Marketing, Scott Kendrick, and President and CEO, Paul Bernard.

Click for more information on 'Opening Remarks'
9:15 AM  -  10:00 AM
Opal Ball Room
Jeff Gallino

Keynote: Four Stages of Analytics

Jeff Gallino, CallMiner Founder and CTO, will share his vision on modern analytics and the importance of looking at data as a tactical asset, one that should be used to observe, react, predict and direct.

Click for more information on 'Keynote: Four Stages of Analytics'
10:00 AM  -  11:00 AM
Opal Ball Room

Keynote: Exceeding Customer Expectations with Talk Triggers (…and where to find them)

Customer experience is how you make your customers feel. Great customer experience occurs when you exceed customer expectations. And when you do so, customers are COMPELLED to talk about you. Jay Baer, New York Times best-selling author of five books and advisor to more than 700 companies will present the role Talk Triggers play in […]

Click for more information on 'Keynote: Exceeding Customer Expectations with Talk Triggers (…and where to find them)'
11:15 AM  -  12:05 PM
Sea Watch
11:00 AM  -  11:15 AM
Partner Pavilion
11:15 AM  -  12:05 PM
Sand Salons
Jenni Suda - Americollect
Thomas Peroutka - Americollect

Quick Wins

Back by popular demand – analysts discuss quick wins that can have a positive business impact in a short period of time, with little effort. This is particularly informative for new comers or potential buyers of Interaction Analytics.

Click for more information on 'Quick Wins'
11:15 AM  -  12:05 PM
Beach Salons

Advanced User Syntax Tips and Tricks

For those who have an enterprise license, this session, led by CallMiner Customer Success Directors and Business Intelligence Analysts, will provide clever and unique ways to use the wildcards, location operators, distance operators and others in your syntax to supercharge your queries – using # of words, # of seconds or % with location operators […]

Click for more information on 'Advanced User Syntax Tips and Tricks'
11:15 AM  -  12:05 PM
Opal Sun

Introducing Real-Time Automated Quality Monitoring to Your Contact Center

Learn how State Collection Services has introduced and operationalized real-time automated quality monitoring through EurekaLive.

Click for more information on 'Introducing Real-Time Automated Quality Monitoring to Your Contact Center'
11:15 AM  -  12:05 PM
Sea Side/Sea Shore
Andrea Jaegerman - Real Time Resolutions
Joe Paiva

Leveraging Eureka for Compliance Management

This session will cover the use of interaction analytics for tracking and managing compliance disputes, complaints and alleged infractions. This customer-led session will review how users have successfully incorporated CallMiner Eureka as a key component of their compliance management program.

Click for more information on 'Leveraging Eureka for Compliance Management'
12:15 PM  -  1:15 PM
Partner Pavilion/Lawn
1:15 PM  -  2:05 PM
Sea Watch
1:15 PM  -  2:05 PM
Beach Salons

Tasty Recipes from the API Cookbook

CallMiner product manager-led session will present ingredients for success and use case samples from the API Cookbook.

Click for more information on 'Tasty Recipes from the API Cookbook'
1:15 PM  -  2:05 PM
Sea Side/Sea Shore
Brett Brosseau - FidoTrack

Leveraging Analytics in Gamification Strategies

Program owners will discuss how they are using gamification techniques and competitions to motivate and engage agents and teams to improve performance and strive for excellence.

Click for more information on 'Leveraging Analytics in Gamification Strategies'
1:15 PM  -  2:05 PM
Opal Sun
Lisa McFadden - Alliance Collections
Lauretta Campestre - CallMiner

Pervasive BI: Direct Agent Feedback and myEureka Roll Out

Learn how other contact centers are successfully delivering direct automated performance feedback to agents through myEureka. This session will also cover the methods companies have used to roll out the platform to managers and agents, including challenges, feedback and results.  

Click for more information on 'Pervasive BI: Direct Agent Feedback and myEureka Roll Out'
1:15 PM  -  2:05 PM
Sand Salons
Michael Dwyer - CallMiner

Achieving Success with Eureka: The DMAIC Six Sigma Process

How to Define, Measure, Analyze, Improve and Control issues. This session will discuss the steps in each phase of the process and tips for successful execution.

Click for more information on 'Achieving Success with Eureka: The DMAIC Six Sigma Process'
2:15 PM  -  3:05 PM
Sea Watch
2:15 PM  -  3:05 PM
Beach Salons
Shawn Feaser

Identifying & Understanding the Events of an Interaction

This session will cover how you can use analytics to identify the events in an interaction and tipping points where the level of effort changes, discover the sequence of the events, develop consumer and agent profiles, and understand level of effort in addressing objections and how to identify verbal cues.

Click for more information on 'Identifying & Understanding the Events of an Interaction'
2:15 PM  -  3:05 PM
Sea Side/Sea Shore
Colleen Unick - Mercedes-Benz Financial Services

Looking Back: Lessons Learned When Deploying Interaction Analytics

Hindsight is 20/20. Learn what worked and what didn’t from others who have been in your shoes. If you are new to analytics or have recently deployed Eureka, this session is for you.

Click for more information on 'Looking Back: Lessons Learned When Deploying Interaction Analytics'
2:15 PM  -  3:05 PM
Opal Sun
Richard Britt

How to Make Speech Analytics Part of Your DNA

In this session we will discuss the challenges and successes in making CallMiner Analytics part of your company’s DNA. Encore Capital will share how they have achieved this goal. Rick Britt will lead this session and share the full spectrum of “never do this” to “try this it really works”. The encore team share what […]

Click for more information on 'How to Make Speech Analytics Part of Your DNA'
2:15 PM  -  3:05 PM
Sand Salons
Allyson Keown - Axcess Financial
Karen Alasin - CallMiner

Migrating from Manual to Automated Scoring

This session is a staple for those who are fairly new to speech analytics. Analysts will discuss how they have migrated from manual agent scores to automated scoring. This will include best practices and lessons learned.

Click for more information on 'Migrating from Manual to Automated Scoring'
3:30 PM  -  4:20 PM
Sea Watch
Michael Dwyer - CallMiner

Speech Recognition 101

Michael Dwyer, VP of Research at CallMiner, will provide a history and overview of how Speech to Text Recognition works.

Click for more information on 'Speech Recognition 101'
3:30 PM  -  4:20 PM
Opal Sun
Allyson Keown - Axcess Financial

Stomping Out Fraud with Speech Analytics & Voice Biometrics

Impersonators, fraudsters, identity thieves all pose serious problems for our contact centers, business, and customers. Combining advanced speech analytics with voice biometrics provides the killer combination required to stop perpetrators in their tracks. In this joint presentation from Nuance and Axcess Financial, presenters will: – Demystify the world of fraud with key practices and definitions […]

Click for more information on 'Stomping Out Fraud with Speech Analytics & Voice Biometrics'
3:15 PM  -  3:30 PM
Partner Pavilion
3:30 PM  -  4:20 PM
Sand Salons

Getting the Greatest Value from Out-of-the-Box Content

In this session we will discuss how to get the greatest value from your Eureka out of the box content.  We will walk through the Eureka Playbook Matrix and deep dive into some Contact Center Efficiency and Risk & Compliance Plays including the DMAIC based play workbooks to view the different approaches to addressing the […]

Click for more information on 'Getting the Greatest Value from Out-of-the-Box Content'
3:30 PM  -  4:20 PM
Sea Side/Sea Shore
Jenni Suda - Americollect
John Nokes - NCA

Measuring Corporate Value and Brand Representation with Analytics

How is/can your company use Eureka to measure how well your values are represented in customer interactions? Attend this round table discussion to hear how your peers are have addressed this need.

Click for more information on 'Measuring Corporate Value and Brand Representation with Analytics'
3:30 PM  -  4:20 PM
Beach Salons
Allison Corley, Mercedes-Benz

Migrating Scores from English to a Second Language

This session will feature best practices from Mercedes-Benz Financial Services for successfully migrating English scorecards to Spanish. These best practices would have application when migrating from any language to another.

Click for more information on 'Migrating Scores from English to a Second Language'
4:30 PM  -  5:30 PM
Opal Ball Room

CallMiner Eureka Product Roadmap

See the latest advancements in the CallMiner Eureka customer engagement analytics platform and exciting new things to come.

Click for more information on 'CallMiner Eureka Product Roadmap'

October 27, 2017

8:00 AM  -  8:45 AM
Opal Ball Room
Joe Dudek - Quicken Loans

Keynote: Utilizing Culture to Drive Innovation, Customer Experience, and Business Success

In this session Sr. Market Manager and 14 year Quicken Loans veteran, Joe Dudek, will share insights on the Quicken Loans “ISMs” that define their company culture. Learn how a core belief system can provide a foundation to drive innovation, provide a better client experience, and position your business for long lasting success.

Click for more information on 'Keynote: Utilizing Culture to Drive Innovation, Customer Experience, and Business Success'
8:45 AM  -  9:30 AM
Opal Ball Room
Bill Price - Antuit

Keynote: Listen and Act – Creating and Leveraging a Truly “Omni-Channel”, Integrated Voice of the Customer Program

Every company knows how important it is to collect voice of the customer (VOC), so multiple departments tend to elicit VOC that fits its department’s requirements or mandates. This means that in very few cases is the entire customer journey viewed as a thread, from the customer’s perspective. However, by applying lessons from “Best Service […]

Click for more information on 'Keynote: Listen and Act – Creating and Leveraging a Truly “Omni-Channel”, Integrated Voice of the Customer Program'
9:45 AM  -  10:35 AM
Sea Watch
Allyson Keown - Axcess Financial
Michael Dwyer - CallMiner

Nuance Product Demo

Nuance – FraudMiner product demonstration.

Click for more information on 'Nuance Product Demo'
9:45 AM  -  10:35 AM
Sand Salons
Shawn Feaser

How to Approach Problem Solving

This session will cover how you can use interaction analytics to solve problems. It will cover gathering information, brainstorming, identifying the appropriate programming approach and developing strategic direction to using Eureka to solve simple to complex problems.

Click for more information on 'How to Approach Problem Solving'
9:45 AM  -  10:35 AM
Beach Salons
Kyle Carter - Axcess Financial

Predictive Modeling: Increase Sales and Collections

Attend this session to learn about leveraging analytics for predictive modeling to increase sales and collections based on past results.

Click for more information on 'Predictive Modeling: Increase Sales and Collections'
9:45 AM  -  10:35 AM
Sea Side/Sea Shore
Bob Obringer - Phillips & Cohen Associates

Voice Analytics Across Borders

Phillips & Cohen will share their CallMiner international expansion experiences and best practices.

Click for more information on 'Voice Analytics Across Borders'
9:45 AM  -  10:35 AM
Sand Salons

Great Expectations: Managing Expectations While Asking Your Organization to Dream Big

Whether it’s functionality, timelines, resources, or effective strategies for leveraging interaction analytics; managing your organization’s expectations can prove to be difficult. In some cases, stakeholders within and organization may dream too big; while others don’t dream big enough… and may swing from one end of the spectrum to the other. During this round table discussion […]

Click for more information on 'Great Expectations: Managing Expectations While Asking Your Organization to Dream Big'
10:45 AM  -  11:00 AM
Partner Pavilion
11:00 AM  -  11:50 AM
Beach Salons
Allyson Keown - Axcess Financial

Fraud Detection – Setting up categories and tags

This session will walk you through the discovery of fraud all the way to detection. Allyson Keown from Axcess Financial will walk you through her approach to profile the fraud tactics and how she is now detecting fraud behavior using categories and scores within Eureka.

Click for more information on 'Fraud Detection – Setting up categories and tags'
11:00 AM  -  11:50 AM
Sea Watch
11:00 AM  -  11:50 AM
Sand Salons
Brian Miller, Thomson Reuters
Karen Alasin - CallMiner

Getting to the Root

Join this session for a discussion on how to leverage interaction analytics to drive actionable insights on transfers, self-service and caller experience.

Click for more information on 'Getting to the Root'
11:00 AM  -  11:50 AM
Opal Sun
Greg Hirschi, OtterBox

Using Analytics Data to Improve Products and Insight Beyond the Contact Center

This session will cover how Otter Products is utilizing voice analytics to extract valuable product information from warranty interactions to drive business insight. This product information and the corresponding process changes are driving incredible change within the company through identification of unique product issues and increased cross functional engagement.

Click for more information on 'Using Analytics Data to Improve Products and Insight Beyond the Contact Center'
11:00 AM  -  11:50 AM
Sea Side/Sea Shore
Adam McCord - Bluegreen Vacations
Shaunta Holmes, Nationwide Credit Corporation

Getting Back to Basics: What to do for Round Two

You’ve been using speech analytics for three-plus years and you’ve addressed all the low-hanging fruit and several other issues. Now what? In this session we will discuss what you and your peers are doing for a second circuit? In some cases that means going back to basics.

Click for more information on 'Getting Back to Basics: What to do for Round Two'
12:00 PM  -  1:00 PM
Partner Pavilion/Lawn
12:10 PM  -  12:50 PM
Sea Side/Sea Shore

Lunch Session: Expanding Use Cases for Real-Time Analytics

Real Time monitoring goes well beyond simply compliance. Customers are also implementing and incorporating real-time analytics to improve customer outcomes as well as accelerate training and on-boarding of new agents. This session will also include EurekaLive tips, tricks and lesson learned. Grab lunch and head for the Sea Side/Sea Shore room for this session.

Click for more information on 'Lunch Session: Expanding Use Cases for Real-Time Analytics'
1:00 PM  -  1:50 PM
Sea Watch

Affectiva Product Demo: Humanizing Technology with Emotion AI

We live in a world full of connected devices and advanced AI systems. Designed to be conversational and relational these technologies have massive cognitive capabilities. But something is missing: these systems lack social and emotional skills, making interactions transactional, superficial and ineffective. What if technology was emotion aware? Systems can sense and adapt to human […]

Click for more information on 'Affectiva Product Demo: Humanizing Technology with Emotion AI'
1:00 PM  -  1:50 PM
Sand Salons
Karen Alasin - CallMiner

Tuning Categories, Tags and Scores

In this session certified CallMiner gurus will use a compliance management use case to demonstrate how to effectively use analyst workflow tools and Search QA to tune up categories, tags and scorecards, including manual modification. Analysts will go through specific features that make the process easier.

Click for more information on 'Tuning Categories, Tags and Scores'
1:00 PM  -  1:50 PM
Beach Salons
Pulkit Jain - Encore Capital

API Extraction for Big Data or Application Development

This session will feature a case study from Vivint on how they are using the CallMiner API to automatically upload audio files to Eureka and the bring the results back into their data warehouse, without manual labor! Vivint is also using BI software to turn all of the call analytics data into custom web reports, […]

Click for more information on 'API Extraction for Big Data or Application Development'
1:00 PM  -  1:50 PM
Opal Sun
Christine Gonzalez, HomeServe USA
Marvie Wright - Dialog Direct

Accelerate Your Sales Effectiveness

This session will present a number of customer case studies on using Accelerator to optimize sales effectiveness.

Click for more information on 'Accelerate Your Sales Effectiveness'
1:00 PM  -  1:50 PM
Sea Side/Sea Shore
Lynsie Sutton - Navient
Richard Britt

How to Promote Interaction Analytics to Optimize Adoption

In the round table participants will discuss the culture changes and other on-boarding tactics that positively affect technology adoption within the contact center and beyond.

Click for more information on 'How to Promote Interaction Analytics to Optimize Adoption'
2:00 PM  -  2:50 PM
Sea Watch

Getting the Greatest Value From Out-Of-The-Box Content

Here’s your chance to attend this important session, for those who missed it yesterday. In this session we will discuss how to get the greatest value from your Eureka out of the box content. We will walk through the Eureka Playbook Matrix and deep dive into some Contact Center Efficiency and Risk & Compliance Plays […]

Click for more information on 'Getting the Greatest Value From Out-Of-The-Box Content'
2:00 PM  -  2:50 PM
Sea Side/Sea Shore
Lee Mostari - Ember

Innovation in Customer Management – Using Analytics to Stay Relevant in a Rapidly Evolving Market

In this round table Lee will facilitate discussion on the role of analytics for identifying innovation opportunities in customer management and what this could mean for contact centers and the evolution of customer journeys.

Click for more information on 'Innovation in Customer Management – Using Analytics to Stay Relevant in a Rapidly Evolving Market'
2:00 PM  -  2:50 PM
Beach Salons

Predictive Analytics: Leveraging Analytics for Agent and Customer Churn Profiling

Attend this session to learn about leveraging analytics for predictive modeling to create profiles for better matching agent skills to types of callers and ultimately reducing both agent and customer churn.

Click for more information on 'Predictive Analytics: Leveraging Analytics for Agent and Customer Churn Profiling'
2:00 PM  -  2:50 PM
Sand Salons
Ben Austin - Vivint
Carlos Ayala - Real Time Resolutions

Next Level Quick Wins

Join Vivint and Real Time Resolutions for this session. Learn how to use category creation to mitigate PCI risk. Also learn about utilizing proximity operators with semantic building blocks for more accurate categories and analysis.

Click for more information on 'Next Level Quick Wins'
2:00 PM  -  2:50 PM
Opal Sun
Shawn Feaser

Supporting HR Functions with Interaction Analytics

This session will cover how you can use Interaction Analytics to measure and improve new hire training. Are there QA augmented processes put into place or automated scorecards with gradiant score requirements for your new hires to help understand when/if they are ready to join the general call center populous? Also, are there situations where […]

Click for more information on 'Supporting HR Functions with Interaction Analytics'