Advanced Customer Engagement Analytics

November 3, 2016


11:15 AM  -  12:15 PM
Advanced Engagement Analytics - Executive

Attend this session to learn about the omni channel evolution and new approaches to enabling an omni channel workforce.  Hear examples of organizations adopting omni channel and how analytics can be applied to help improve the customer experience.

Lunch

Partner Pavilion

12:15 PM  -  1:15 PM
LISTEN 2016 Meal

Break for Lunch


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

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


2:15 PM  -  3:15 PM
Advanced Engagement Analytics - Executive

Hear about approaches program owners are taking to apply engagement analytics for informing or improving marketing (not the contact center).  These may include insights about customer needs, competitor intelligence, marketing campaign or promotion effectiveness, or product/brand perception.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2016 Break

15 minute break


3:30 PM  -  4:30 PM
Advanced Engagement Analytics - Analyst

This session will focus on the process and helpful hints around validating, calibrating and fine tuning categories upon initial deployment, subsequent new categories or scorecards and ongoing validation and maintenance.

November 4, 2016


9:30 AM  -  10: 30 AM
Advanced Engagement Analytics - Executive

Attend this advanced executive session to hear how some organizations have leveraged the API to support workflows outside of Eureka or within custom applications.

Break

Partner Pavilion

10:30 AM  -  10:45 AM
LISTEN 2016 Break

15 minute break


10:45 AM  -  11:45 AM
Advanced Engagement Analytics - Analyst

Attend this session to see how Eureka API Award contestants are leveraging the CallMiner Eureka API to conduct analysis or support workflows outside of Eureka, with third party or home grown tools and applications.

Lunch

Partner Pavilion

11:45 AM  -  12:45 PM
LISTEN 2016 Meal

Break for lunch


12:45 PM  -  1:45 PM
Advanced Engagement Analytics - Executive

This session will cover the use of Interaction Analytics for post contact survey customer sentiment analysis.


1:45 PM  -  2:45 PM
Advanced Engagement Analytics - Analyst

Attend this session to hear how two different analysts are leveraging analytics to profile agents – one for better matching agents to types of consumers/callers, and the other for agent retention purposes.