Interaction Analytics Fundamentals

October 26, 2017

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
Round Table - Executive Discussion

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.


1:15 PM  -  2:05 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.

 


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
Round Table - Executive Discussion

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.


2:15 PM  -  3:05 PM
Interaction Analytics Fundamentals - Executive

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 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.


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.


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.


3:30 PM  -  4:20 PM
Round Table - Executive Discussion

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.

October 27, 2017


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
Executive Sessions-Interaction Analytics Fundamentals

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 experts will share best practices for overcoming unrealistic expectations, as well as on going management.

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.


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
Interaction Analytics Fundamentals - Executive

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


1:00 PM  -  1:50 PM
Roundtable - Executive

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.

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.