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 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.


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

Working with their customer experience partner Praxidia, a Teleperformance Company, learn how one airline has improved performance by moving from manual QA to Automated Agent Performance.


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.


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

Join Aspect to learn how to you optimize your people and processes with workforce management, quality management, and performance management. The Aspect suite covers it all and is designed to adapt rapidly and cost-effectively to your changing contact center needs. The result? More engaged agents, higher quality customer interactions, and improved customer experience all at a lower operating cost.

Lunch

Partner Pavilion/Lawn

12:15 PM  -  1:05 PM
LISTEN 2017 Meal

Break for lunch


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.


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

Attend this session to hear how Bluegreen Vacations are using Engagement Analytics to measure and improve the customer experience, and how they are combining insight found through different feedback platforms. Industry leading Customer Experience Management platform provider Medallia will co-present best practices in CX management.


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.


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

Five9 Demo Session Description: Customer expectations are changing at a rapid pace and many contact centers struggle to adapt and keep up. Come explore how Five9 is helping its customers future proof their business with the addition of our new product Five9 Genius.


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.


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 Analytics Fundamentals - ExecutiveRound Table

In this round-table discussion the analytics team members from Kelsey-Seybold Clinic, SiriusXM and Business Process Outsourcer Sitel, will share how they have constructed their speech analytics program to support the overarching philosophical approach to “Centers of Excellence” to servicing other units/teams within their organizations.


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.


2:15 PM  -  3:05 PM
Demo Theater - DNC Product Demo

Ken Arakelian of Nuance’s Cognitive Innovations Group will demonstrate the next generation in Enterprise Contact Center automation powered by Nuance’s breakthrough conversation analysis tool. This demonstration will show how the old paradigm of using tribal knowledge and anecdotes to create automated conversations is being disrupted by data driven tools.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2017 Break

15 minute break


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.


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
Advanced Customer Engagement Analytics - Executive

Attend this session to hear best practices from leading transformational consulting organization Deloitte on how to plan for ROI with your engagement analytics project. CallMiner customer and Dental healthcare services provider Benevis will share their specific approach and results.


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.


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

nGUVU offers a fun and immersive platform that builds intrinsic motivation and improves both Agent’s Performance and Engagement. In this session we will talk about the basic concepts to build intrinsic motivation and present an overview of nGAGEMENT, our employee engagement platform.


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 Analytics Fundamentals - Executive

Amazon has reached a market cap of 1 trillion dollars and its stock price is up 120,000% since its IPO. Amazon CEO, Jeff Bezos, has said “your margin is my opportunity”. Will your industry and business be disrupted next? There is increasing pressure to digitally transform and plenty of fear, uncertainty and doubt around how Artificial Intelligence is helping to power disruptive new businesses. This talk will cut through the hype and distill what digital transformation and AI mean to Enterprise Customer Service.


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.


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.


10:00 AM  -  10:50 AM
Demo Theater - Nuance Product Demo

TCPA has created the perfect storm for costly class actions and settlement shake downs that continue to target companies running text and voice campaigns. Contact Center Compliance is at the forefront of reducing risk for enterprises and has successfully reduced and in some cases eliminated TCPA and related compliance issues such as reassigned phone numbers, consent identity verification, and litigator identification. Spend 50 minutes at LISTEN that could save you millions in potential liability and learn about ways leading companies are reducing TCPA risk and liability.


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.


11:00 AM  -  11:50 AM
Interaction Analytics Fundamentals - ExecutiveRound Table

Compliance experts Mark Hinely of Kirkpatrice Price will lead a conversation, identifying the implications of GDPR and how similar regulations may be imposed in other regions. Participants in the discussion will share how they are leveraging Engagement Analytics to help maintain GDPR and similar compliance.


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.


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

Digital technology and automation powered by AI is increasingly impacting your day-to-day lives; however, should it be the focus of your strategy? Success in your future business strategy is not solely found in tools and technology, but rather in the integration of innovations into your operational cadence.

Explore how Sitel Group, as a platform provider of end-to-end CX solutions, is helping organizations to harness the power of disruptive technology and innovation by cracking the code of operational deployment. Building upon a proven foundation of customer care capabilities and service delivery, Geraud Mazel, VP – Innovation at Sitel Group, will share best practices of bringing together the right team and tools to drive value and results to your organization.


12:00 PM  -  12:50 PM
Demo Theater - Speech Recognition 101

Michael Dwyer, VP of Research at CallMiner and Sr. Research Engineer, Anya Korneyeva, will discuss latest research in leveraging speech and natural conversation processing to provide content coverage, augment category development, and prepare data for predictive modeling.

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.


1:00 PM  -  1:50 PM
Executive - Advanced

Hear two unique stories for how organizations are using engagement analytics to identify and predict fraud. Following flooding from Hurricane Harvey in Houston, Orange Lake leveraged Engagement Analytics to identify and take action on fraud. Axcess Financial has substantially curbed successful fraud attempts including identity spoofing and more serious crimes, through the development of a predictive score.


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.


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

The needs and expectations of the consumer are changing rapidly, and companies need to adapt to a generation that expects empowerment, personalization, proactivity, and 24-hour accessibility. Chatbots and other AI-oriented platforms are becoming more intelligent, which opens the possibilities of computer-to-computer communication. Technology offers companies the opportunity to predict and proactively meet the consumer’s needs. Join us in showcasing the latest in TCN’s cloud call center platform offering blended omni-channel communications.

Learn about unique upcoming services that are shaping 2019:

  • Chat Bots
  • AI and Machine Learning
  • Google Duplex
  • Sentiment Call Handling
  • Automated Self Cure Options
  • Much more…

TCN can help shape your 2019 goals, while increasing your success rate within your organization.


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


2:00 PM  -  2:50 PM
analyst201

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 - ExecutiveRound Table

In this session CallMiner Gamification partner nGUVU will overview and facilitate a round table on how agent performance, engagement and retention can be improved through the use of gamification strategies.


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.


2:00 PM  -  2:50 PM
Demo Theater - Getting Greatest Value from out-of-the-box content

Learn how CallMiner and Authority combine the power of speech analytics and operational dynamics to create a continuous improvement loop inside your contact center.


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