Analyst Sessions

October 26, 2017

Opening Remarks

Opal Ball Room

8:30 AM  -  9:15 AM
General Audience - Opal Ballroom

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


9:15 AM  -  10:00 AM
General Audience - Opal Ballroom

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.


10:00 AM  -  11:00 AM
Advanced Engagement Analytics - Analyst

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 helping you exceed customer expectations, and how pervasive insight and access to data such as through speech analytics, can help you identify Talk Triggers.

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Break

Partner Pavilion

11:00 AM  -  11:15 AM
LISTEN 2017 Break

15 minute break

Quick Wins

Sand Salons

11:15 AM  -  12:05 PM
Interaction Fundamentals - Analyst

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.


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.

Lunch

Partner Pavilion/Lawn

12:15 PM  -  1:15 PM
LISTEN 2017 Meal

Break for lunch


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.


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

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.


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.


2:15 PM  -  3:05 PM
Interaction Fundamentals - Analyst

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.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2017 Break

15 minute break


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 Fundamentals - Analyst

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 issues you are trying to tackle within your contact center.


4:30 PM  -  5:30 PM
General Audience - Opal Ballroom

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

October 27, 2017


8:00 AM  -  8:45 AM
Advanced Engagement Analytics - Analyst

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.


8:45 AM  -  9:30 AM
Advanced Engagement Analytics - Analyst

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 leaders” and “Me2B Leaders”, based on my two books, now you can pull together these VOC elements and form a more complete picture, one that can lead to blindingly new insights and much tighter connection with your customers.

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9:45 AM  -  10:35 AM
Interaction Fundamentals - Analyst

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.


9:45 AM  -  10:35 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.

Break

Partner Pavilion

10:45 AM  -  11:00 AM
LISTEN 2017 Break

15 minute break

Getting to the Root

Sand Salons

11:00 AM  -  11:50 AM
Interaction Fundamentals - Analyst

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


11:00 AM  -  11:50 AM
Advanced Engagement Analytics - Analyst

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.

Lunch

Partner Pavilion/Lawn

12:00 PM  -  1:00 PM
LISTEN 2017 Meal

Break for lunch


1:00 PM  -  1:50 PM
Interaction Fundamentals - Analyst

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.


1:00 PM  -  1:50 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.


2:00 PM  -  2:50 PM
analyst201

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.

Next Level Quick Wins

Sand Salons

2:00 PM  -  2:50 PM
Interaction Analytics Fundamentals - Analyst

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.