Relational Learning - Round Table

November 3, 2016

Compliance dispute process

Sea Side/Shore Salons

11:15 AM  -  12:15 PM
Round Table - Executive Discussion

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.

Lunch

Partner Pavilion

12:15 PM  -  1:15 PM
LISTEN 2016 Meal

Break for Lunch


12:30 PM  -  1:15 PM
Round Table - Executive Discussion

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.


1:15 PM  -  2:15 PM
Round Table - Executive Discussion

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?


2:15 PM  -  3:15 PM
Round Table - Executive Discussion

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.

Break

Partner Pavilion

3:15 PM  -  3:30 PM
LISTEN 2016 Break

15 minute break


3:30 PM  -  4:30 PM
Round Table - Executive Discussion

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.

November 4, 2016


9:30 AM  -  10:30 AM
Round Table - Executive Discussion

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.

Break

Partner Pavilion

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

15 minute break


10:45 AM  -  11:45 AM
Round Table - Executive Discussion

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.

Lunch

Partner Pavilion

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

Break for lunch


12:45 PM  -  1:45 PM
Round Table Analyst Discussion

Brainstorm with other experts for how they approach tackling challenging problems, and approach to designing solutions with Eureka and other complimentary tools.


1:45 PM  -  2:45 PM
Round Table - Executive Discussion

Interaction Analytics – It’s more than just compliance!  Use Eureka to ensure your companies mission, vision, values are being represented in your customer engagements.