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


Click to filter session list

October 26, 2017


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

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

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.


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
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.


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. This session will also feature top customer API contest submissions.


2:15 PM  -  3:05 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.


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

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


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.


3:30 PM  -  4:20 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

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.

 


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


8:30 AM  -  9:30 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.


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
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?

Getting to the Root

Sand Salons

10:45 AM  -  11:35 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.


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
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  -  1:45 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.


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.


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

This case study session looks at culture changes and other on-boarding tactics that positively affect technology adoption within the contact center and beyond.


1:45 PM  -  2:45 PM
Interaction Fundamentals - Analyst

This session will cover the use of interaction analytics, specifically semantic building blocks, to measure agent behaviors such as empathy, politeness, professionalism, courtesy and customer sentiment, opinions of products, promotions and complaints by building a sentiment model.


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

Leveraging journey analytics to drive resolution and improve the customer experience


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.


9:30 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.


9:30 AM  -  10:20 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.