This session will cover the use of Interaction Analytics for compliance disputes. See how other users are applying analytics to help in both tracking disputes, tracking complaints and alleged infractions of compliance requirements and providing insights for targeted coaching opportunities of the agents.
Break for Lunch
This session is ideal for new or potential interaction analytics buyers to hear from previous buyers on what they’d do differently in implementing, rolling out and building interaction analytics programs considering what they now know and have experienced.
What are you doing to inspire adoption and use of Interaction Analytics throughout your organization with your agents, middle management, department heads, and executive leadership?
Program owners will discuss how they are using gamification techniques and competitions to motivate and engage agents and teams to improve performance and strive for excellence.
15 minute break
Real-time monitoring goes well beyond simply compliance. Customers are also implementing and incorporating Real Time Analytics to improve customer outcomes as well as accelerate training and on-boarding of new agents. Session will also include EurekaLive tips, tricks and lesson learned.
Working Out Loud Circles are small peer support groups that have spread to 20 countries and organizations as diverse as Bosch and Cisco, the World Bank, and even the Australian Tax Office and University of Melbourne. In this hour, you’ll experience what happens in the early part of a circle, and take your own step towards a goal you care about.
15 minute break
Join this round table discussion to discuss with other peers how they have expanded their application of interaction analytics to help inform the business and solve problems unrelated to agent performance or contact center operations.
Break for lunch
Brainstorm with other experts for how they approach tackling challenging problems, and approach to designing solutions with Eureka and other complimentary tools.
Interaction Analytics – It’s more than just compliance! Use Eureka to ensure your companies mission, vision, values are being represented in your customer engagements.