Session Schedule

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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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November 3, 2016

Opening Remarks

Opal Ball Room

9:00 AM  -  10:00 AM
General Audience - Opal Ballroom

Opening remarks from our President and CEO Terry Leahy and our CTO and Founder Jeff Gallino.


10:00 AM  -  11:00 AM
General Audience - Opal Ballroom

Customer service guru, Shep Hyken will discuss how important service is in today’s world and how to make your organization a star in your customers’ eyes. Providing excellent customer service isn’t something you can do once in a while – you need to do it consistently. More

Break

Partner Pavilion

11:00 AM  -  11:15 AM
LISTEN 2016 Break

15 minute break


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.


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.

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.


11:15 AM  -  12:15 PM
LISTEN 2016 Demo Lounge

Attend this session to interact with community director Andrew Mishalove to see the latest features within the EO community such as Gamification, and upcoming plans including private client groups.

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
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.


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?


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


1:15 PM  -  2:15 PM
LISTEN 2016 Demo Lounge

See the latest product capabilities from Aspect.


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.


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.


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.


2:15 PM  -  3:15 PM
LISTEN 2016 Demo Lounge

Attend this discussion on the latest advancements in Speech Recognition and acoustic mining technologies, and how their effects are rippling through Speech Analytics. The session will also include a comparison of CallMiner Eureka’s latest speech recognition engine as well as the in’s and out’s of software-driven speaker separation.

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.


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.


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.


3:30 PM  -  4:30 PM
LISTEN 2016 Demo Lounge

Most incentive programs and gamification tactics fade in effectiveness over time in much the same way that New Year’s resolutions and well-intentioned diets fade. Why is this the case? Come learn the science behind Directed Gamification and improve your employee engagement by maximizing the dollar value of your incentive spend.


4:30 PM  -  5:45 PM
General Audience - Opal Ballroom

Come see the latest in advancement in the CallMiner Eureka customer engagement analytics platform, and entirely new ways in which we can solve agent performance, customer experience and related analytical challenges.

November 4, 2016


8:30 AM  -  9:30 AM
General Audience - Opal Ballroom

Some people are lucky. It seems they’re able to do more, to explore new things, or are simply happier. Rather than this being merely chance, iIt turns out that you can make your own luck – by Working Out Loud.

Working Out Loud is a way to build relationships that help you in some way. It’s a practice that combines conventional wisdom about relationships with modern ways to reach and engage people. When you work out loud, you feel good and empowered at the same time. You become more effective as you access more possibilities.

In this talk, you’ll learn how to develop the habit and mindset of Working Out Loud for yourself, so you too can make your own luck.


8:30 AM  -  9:30 AM
LISTEN 2016 General Session

Analytics insights can show where understandability issues exist within your collection agent community and the underlying factors of speech such as inconsistent & ineffective verbalization that contribute to those scores. This interactive workshop will provide you with the tools to better measure the effectiveness of their efforts, and unique take-aways including elements of emotional intelligence, positive psychology, behavioral interviewing, and neuro-linguistic programming that will help coach agents to refine their overall mechanics and improve specific metrics immediately.

Attendees will leave this session with specific phrases and modifications that they can bring back to their teams to improve vocal energy, verbal precision and the confidence to enhance their performance.


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.


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
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.


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.


9:30 AM  -  10:30 AM
LISTEN 2016 Demo Lounge

Attend this session to learn about Listening Methods’ offerings.

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.


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.


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.


10:45 AM  -  11:45 AM
LISTEN 2016 Demo Lounge

Attend this session to see the latest product capabilities from Five9.

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.


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.

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


12:45 PM  -  1:45 PM
LISTEN 2016 Demo Lounge

Attend this session to meet CallMiner’s research team. In this session they will demonstrate new capabilities for automatically predicting outcomes of customer interactions and a new tool that will help you discover aliases quickly.


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.


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
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.


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.


1:45 PM  -  2:45 PM
LISTEN 2016 Demo Lounge

Attend this session to collaborate with CallMiner Product Management on prioritizing and designing key enhancements to myEureka. In this session participants will review concepts for planned enhancements.

Closing Remarks

Opal Ballroom

2:45 PM  -  3:15 PM
General Audience - Opal Ballroom

Attend this final session to close off LISTEN 2016 with final remarks from CallMiner executives.  Partner raffle will take place during this session.