Advanced Customer Engagement Analytics

October 26, 2017


11:15 AM  -  12:05 PM
Advanced Engagement Analytics - Analyst

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 to isolate when events happen.


11:15 AM  -  12:05 PM
Executive - Advanced

In this round table 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 they have honestly tried but failed, their accidental successes, and the successful strategies used to make Speech Analytics into a fully recognized analytical department that provides trusted results, and is seen and as a crucial part of our organization. From the CEO down we are fortunate to often be among the first asked to assist with a problem or define a solution.


1:15 PM  -  2:05 PM
Advanced Engagement Analytics - Analyst

CallMiner product manager-led session will present ingredients for success and use case samples from the API Cookbook. This session will also feature top customer API contest submissions.


1:15 PM  -  2:05 PM
Advanced - Executive Roundtable

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


1:15 PM  -  2:05 PM
Interaction Analytics Fundamentals - Executive

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.


2:15 PM  -  3:05 PM
Advanced Engagement Analytics - Analyst

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.


3:30 PM  -  4:20 PM
Interaction Fundamentals - Analyst

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.


3:30 PM  -  4:20 PM
Interaction Analytics Fundamentals - Executive

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.

 

October 27, 2017


9:30 AM  -  10:20 AM
Advanced Engagement Analytics - Analyst

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

Voice Analytics Across Borders

Sea Side/Sea Shore

9:30 AM  -  10:20 AM
Round Table - Executive Discussion

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


10:45 AM  -  11:35 AM
Advanced Engagement Analytics - Analyst

Join Vivint and Real Time Resolutions for this session which will demonstrate how you can use category creation to mitigate PCI risk. They will also present a case study for a different use case for silence.


10:45 AM  -  11:35 AM
Interaction Analytics Fundamentals - Executive

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 you use Interaction Analytics either in a score or other fashion to help with skills based routing? Are you identifying behavior strengths that align agents better for a certain type of work within your call center organization – like merit increases, warnings, and more?


10:45 AM  -  11:35 AM
Round Table - Executive Discussion

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.


12:45 PM  -  1:35 PM
Advanced Engagement Analytics - Analyst

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, automatically.


12:45 PM  -  1:35 PM
Executive  - Advanced

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


1:45 PM  -  2:35 PM
Advanced Engagement Analytics - Analyst

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.


1:45 PM  -  2:35 PM
Round Table - Executive Discussion

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.


1:45 PM  -  2:35 PM
Interaction Analytics Fundamentals - Executive

Leveraging journey analytics to drive resolution and improve the customer experience