Analyst Sessions

October 23, 2018


9:00 AM  -  10:00 AM
Workshop

Attend this workshop presented by CallMiner Certified Business Intelligence Analysts to learn best practices in developing syntax in searches and categories.


10:00 AM  -  11:00 AM
Workshop

For those who have an enterprise license, this workshop 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.


11:00 AM  -  12:00 PM
Workshop

Attend this work shop for analysts and program managers to learn 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 of your speech program

October 24, 2018


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

VP of Marketing, Scott Kendrick will kick off the event discussing the age of the customer and the importance of customer intelligence. President and CEO, Paul Bernard, will review accomplishments since LISTEN 2017 and paint a path forward for where CallMiner is headed next. In this session we’ll also recognize the 2018 LISTEN Award Winners.


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

Jeff Gallino, CallMiner’s Founder and Chief Technology Officer will talk about where Interaction Analytics is going and more importantly, the new heights this level of intelligence and insights that organizations will benefit from.


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

David will present the case for trust and share why a lack of trust is your biggest expense. David will share insights and research from his industry-leading annual study to show leading trends and indicators of how trust is being built today – and how speech analytics gives your organization an incredible opportunity to identify, measure, and improve the trust of the customer.

Break

Partner Pavilion

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

15 minute break


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

Learn how leading organizations SiriusXM and Sitel are leveraging engagement analytics to measure customer effort based on language indicators within conversations occurring between your agents and customers.

Lunch

Partner Pavilion/Lawn

12:15 PM  -  1:05 PM
LISTEN 2017 Meal

Break for lunch


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

Following on last year’s break-out use case of leveraging Speech Analytics to stop fraud in it’s tracks, Allyson Keown of Axcess Financial will share how she and her organization have advanced and improved their fraud prediction through the use of big data.


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

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

In this session leading consumer service provider Home Advisor will illustrate how they have used the API to improve agent performance and sales effectiveness.


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

Attend this session to learn how two organizations, The Christian Broadcasting Network and Dell, have leveraged their speech analytics program to uncover root cause for operational impingements in their contact center, and corrective action take to better serve their customers.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2017 Break

15 minute break


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

CallMiner has developed a number of ROI playbooks that provide step-by-step guidance for how to achieve specific outcomes with Engagement Analytics. As you expand your use of Eureka you may have the need to develop a playbook of your own to address very specific ROI. Attend this session to learn how Crius Energy has applied use of a playbook.


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

Hear how Globus Travel and Bluestem Brands have identified and reduced silence, improving call handling efficiency by identifying causes either being people, process, or technology issues.


4:30 PM  -  5:15 PM
General Audience - Opal Ballroom

Bruce McMahon, CallMiner’s Sr Director of Product Strategy will take the audience through the recent updates to the CallMiner platform and show the company’s roadmap plans.


5:15 PM  -  5:45 PM
Advanced Engagement Analytics - Analyst

It’s a Brave New World and CallMiner VP of AI, Rick Britt will share a behind the scenes look at how Machine Learning is driving CallMiner’s direction and your experience with Customer Engagement

October 25, 2018

Keynote: The Future of CX

Opal Ball Room

8:15 AM  -  9:00 AM
Advanced Engagement Analytics - Analyst

Olivier Camino, Chief Operating Officer at leading Business Process Outsourcer SItel, will provide an overview of Sitel Group’s view on the future of customer experience. He will also address how to leverage digital recruitment and retention tactics to attract and engage employees.


9:00 AM  -  9:45 AM
Advanced Engagement Analytics - Analyst

Every time your team handles a call, a customer can be won or lost. Heather Hansen has 20 years of experience in the courtroom, trying complex medical malpractice cases to juries. She’ll share the tools she uses to win in the courtroom and how you can use them to win over customers using the evidence provided by CallMiner to establish better teams and customer experience. Attend this keynote presentation and leave with the tools to Win With Words™.

Break

Partner Pavilion

9:45 AM  -  10:00 AM
LISTEN 2017 Break

15 minute break


10:00 AM  -  10:50 AM
Interaction Fundamentals - Analyst

While speech analytics is typically used for automated scoring, for certain performance evaluations, manual QA is still required. Attend this session to learn how Avadyne and American First Finance have improved their manual QA process with analytics.


10:00 AM  -  10:50 AM
Advanced Engagement Analytics - Analyst

CallMiner will review results and best practices from the CM “Hackathon” to identify drivers leading to First Call Resolution through the use of engagement analytics and other tips for analyzing the customer journey.


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

Learn how tech giant Dell and healthcare provider Kelsey-Seybold Clinic are leveraging engagement analytics to measure customer/patient experience. Both teams will share how they have leveraged scores and Scorecards to support their CX objectives.


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

Attend this session to learn about leveraging analytics for predictive modeling, either leveraging a more forensic analytical approach or using AI modeling tools.

Lunch

Partner Pavilion/Lawn

12:00 PM  -  12:50 PM
LISTEN 2017 Meal

Break for lunch


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

In this session learn how analysts from leading consumer services provider Home Adviser, and merchant solutions provider Sekure Merchants have increased revenue for their organization by identifying best practices in sales or collections, and replicating those across the agent workforce.


1:00 PM  -  1:50 PM
Advanced Engagement Analytics - Analyst

In this advanced session, two year API Award winning organization, Encore will present how they have leveraged the CallMiner API to build a bot to simulate customer engagement to facilitate effective agent onboarding.


2:00 PM  -  2:50 PM
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In this session Real-time Results and Direct Energy will demonstrate how they are uncovering disposition misuse and their approach to insert automation into operational workflows to maximize outcomes.


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

In this session learn how speech analytics specialists MainTrax have helped their client Health Initiatives reduce compliance risk, complaints, and risk of fines and litigation. Co-presenter Medical Transport Management will share how they have reduced their exposure to HIPAA violations in their contact center through the use of speech analytics


3:00 PM  -  3:30 PM
General Audience - Opal Ballroom

Join us in the closing session for Listen 2018’s final thoughts, some acknowledgements & the Partner Passport Drawings