Session Schedule

Click to See Legend


Opal Ballroom
Beach Salons
Sand Salons
Opal Sun
Sea Side/Shore
Sea Watch
Partner Pavilion

General Audience
Executive Sessions
Analyst Sessions
Round TableRound Table Discussion
MealsMeal
BreakBreak


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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.

More

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.


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

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


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.


11:15 AM  -  12:05 PM
Demo Theater - Aspect Product Demo

Aspect – Product demonstration.

Lunch

Partner Pavilion/Lawn

12:15 PM  -  1:15 PM
LISTEN 2017 Meal

Break for lunch


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.


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

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
Advanced - Executive Roundtable

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.

Five9 Product Demo

Sea Watch

1:15 PM  -  2:05 PM
Demo Theater - Five9 Product Demo

Five9 – Product demonstration.


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.


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 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
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
Demo Theater - DNC Product Demo

Contact Center Compliance – Product demonstration.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2017 Break

15 minute break


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
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
Advanced Customer Engagement Analytics - Executive

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
– Share a case study for how Eureka is being used today to identify potential fraudulent activity
– Discuss how Voice Biometrics works with Speech Analytics to provide a full circle solution to identify known fraudsters and identify unknown/potential fraudsters


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.


3:30 PM  -  4:20 PM
Demo Theater - Speech Recognition 101

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


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.

More


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.


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.

Voice Analytics Across Borders

Sea Side/Sea Shore

9:45 AM  -  10:35 AM
Round Table - Executive Discussion

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


9:45 AM  -  10:35 AM
Demo Theater - Nuance Product Demo

Nuance – FraudMiner product demonstration.

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.


11:00 AM  -  11:50 AM
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.


11:00 AM  -  11:50 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.


11:00 AM  -  11:50 AM
Demo Theater - My Eureka

myEureka design feedback session and beta signup.

Lunch

Partner Pavilion/Lawn

12:00 PM  -  1:00 PM
LISTEN 2017 Meal

Break for lunch


12:10 PM  -  12:50 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.

Grab lunch and head for the Sea Side/Sea Shore room for this session.


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.


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.


1:00 PM  -  1:50 PM
Demo Theater - Affectiva Product Demo

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 emotions in real time. And, businesses can use emotion analytics to gain deeper insight into customer behavior.

Affectiva is the leader in Emotion AI. It’s facial emotion analysis technology is used by 1400 brands and ⅓ of the Fortune Global 100 to measure consumer emotional engagement. Affectiva is now adding speech emotion capabilities and is working with CallMiner R&D to determine future applications in customer engagement and speech analytics space. Join this session to learn more.

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.


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.


2:00 PM  -  2:50 PM
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?


2:00 PM  -  2:50 PM
Roundtable - Executive

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.


2:00 PM  -  2:50 PM
Demo Theater - Getting 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 including the DMAIC based play workbooks to view the different approaches to addressing the issues you are trying to tackle within your contact center.