Interaction Analytics Fundamentals

November 3, 2016


11:15 AM  -  12:15 PM
Interaction Fundamentals - Executives

Attend this session to learn how others executives and program owners have rolled out speech and interaction analytics within their organization, focusing on structure and building the appropriate team

Quick wins

Sand Salons

11:15 AM  -  12:15 PM
Interaction Fundamentals - Analyst

Analysts discuss quick wins that can have 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.

Lunch

Partner Pavilion

12:15 PM  -  1:15 PM
LISTEN 2016 Meal

Break for Lunch


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

Learn how other contact centers are successfully delivering direct automated performance feedback to agents through myEureka.


1:15 PM  -  2:15 PM
Interaction Fundamentals - Analyst

Analysts will discuss how they have migrated from manual agent score to automated scoring. This will include best practices and lessons learned.


2:15 PM  -  3:15 PM
Interaction Fundamentals - Executives

Learn how other organizations have introduced and operationalized real-time automated quality monitoring through EurekaLive.


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

Categories and scores often undergo various revisions in their development. Learn how some analysts teams are managing version control including the use of third party tools in support of this process.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2016 Break

15 minute break


3:30 PM  -  4:30 PM
Interaction Analytics Fundamentals - Executive

This session will cover how you can use Interaction Analytics to measure and improve your new hire training. Are there QA augmented processes put into place or automated scorecards with gradient score requirements for your new hires to help understand when/if they are ready to join the general call center populus? 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?


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

Attend this session with CallMiner’s Director of Analytical Services and Listening Method’s Founder and CEO to discuss how to leverage interaction analytics to discover root cause of various operational, performance, and customer experience issues.

November 4, 2016


9:30 AM  -  10:30 AM
Interaction Analytics Fundamentals - Executive

Using the premise of popular British TV Game Show “The Cube”, Carolyn’s creative presentation will demonstrate to attendees a memorable and lasting way to make quality stick in your organization. This session will be a “mini version” of this innovative program, recently highlighted in a Real Results case study that produced impressive, sustained results. Be ready to have fun and take-a-way some creative ideas to instill positive training that increases quality across all channels.


9:30 AM  -  10:30 AM
Interaction Fundamentals - Analyst

This session will cover the use of interactive analytics, and specifically semantic building blocks to measure ambiguous behaviors and customer sentiment. Understand the degree or level of agent behaviors such as empathy, politeness, professionalism, courtesy, consumer compliments. Did the agent respond in a way that was expected, was the response halfhearted or genuine? Measure the customer’s feeling towards product, promotions or features by building a sentiment model.

Break

Partner Pavilion

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

15 minute break


10:45  -  11:45
Interaction Fundamentals - Analyst

Attend this workshop to see certified CallMiner Gurus demonstrate how to effectively discover new aliases using Search QA for creating more robust and accurate categories.


10:45  -  11:45
Interaction Analytics Fundamentals - Executive

Hear how organizations are discovering and driving the behavior that leads to positive outcomes, increasing sales, collections or other desired results.

Lunch

Partner Pavilion

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

Break for lunch

Predictive modeling

Sand Salons

12:45 PM  -  1:45 PM
Interaction Fundamentals - Analyst

Learn how analysts are using interaction analytics to build scores that can predict likelihood of any number of outcomes such as customer churn, closing sales, or potential to default on a debt.


12:45 PM  -  1:45 PM
Interaction Analytics Fundamentals - Executive

Leveraging journey analytics to drive resolution and improve the customer experience


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

Analysts will discuss powerful features that can help with analysis but are often overlooked or forgotten.


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

This session will focus on the process of creation and roll-out for a new scorecard to address new or modified campaign call flows.