Program Owner Sessions

October 23, 2018


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
Program Owner

Hear how Dialog Direct and Realtime Resolutions are making the jump to automated scoring and the delivery of feedback direclty to the contact center floor via Coach or myEureka. Discuss how to prepare the organization, the impacts they have experienced with this move towards automation, and migrating regular reporting to the performance portal.

Lunch

Partner Pavilion/Lawn

12:15 PM  -  1:05 PM
LISTEN 2017 Meal

Break for lunch


1:15 PM  -  2:05 PM
Roundtable - ExecutiveRound Table

In this Round-table session, organizations will present their best practices in developing and initially launching their engagement analytics program, sharing their project launch process, organization alignment and other key considerations.


2:15 PM  -  3:05 PM
Program Owner

Learn how First Associates is applying the concepts and Teleperformance is planning to use AI and Machine Learning to improve the outcomes in their contact center environment.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2017 Break

15 minute break


3:30 PM  -  4:20 PM
Roundtable - ExecutiveRound Table

Your team has successfully identified several opportunities and issues with engagement analytics. How do drive your organization to take action, and manage change. Attend this round-table session to hear from and discuss with others on best approaches.


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
Round Table - Executive Discussion

Attend this session to learn more how success can be achieved when you couple a well articulated benchmark objective with a well planned and executed Accelerator professional service engagement.Service provider Ember Group will share best practices, and Medical Transport Management will discuss their specific experience in engaging with the CallMiner team.


11:00 AM  -  11:50 AM
Round Table - Executive Discussion

Attend this session to hear how Navient has leveraged speech analytics to ensure compliance with TCPA Revocation regulations.

Lunch

Partner Pavilion/Lawn

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

Break for lunch


1:00 PM  -  1:50 PM
Roundtable - ExecutiveRound Table

Attend this round-table session to hear how other organizations have kept their speech analytics programs on track, and taken steps to course correct the program when necessary.


2:00 PM  -  2:50 PM
Roundtable - ExecutiveRound Table

Finding the right skills and setting the right structure are key to succes for your Engagement Analytics program. In this round-table session lead by Orange Lake Resorts and Ember Group, discuss with the group approaches taken to interview, train, and evaluate analyst for your speech program. Also discuss how to set expectations for your prospective analysts.


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