Round Table Discussion
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Opening remarks from our President and CEO Terry Leahy and our CTO and Founder Jeff Gallino.
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
15 minute break
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
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.
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.
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.
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.
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.
Learn how other contact centers are successfully delivering direct automated performance feedback to agents through myEureka.
Analysts will discuss how they have migrated from manual agent score to automated scoring. This will include best practices and lessons learned.
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?
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
See the latest product capabilities from Aspect.
Learn how other organizations have introduced and operationalized real-time automated quality monitoring through EurekaLive.
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.
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.
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.
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.
15 minute break
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
Attend this advanced executive session to hear how some organizations have leveraged the API to support workflows outside of Eureka or within custom applications.
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.
Attend this session to learn about Listening Methods’ offerings.
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.
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.
Hear how organizations are discovering and driving the behavior that leads to positive outcomes, increasing sales, collections or other desired results.
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.
Attend this session to see the latest product capabilities from Five9.
Break for lunch
This session will cover the use of Interaction Analytics for post contact survey customer sentiment analysis.
Brainstorm with other experts for how they approach tackling challenging problems, and approach to designing solutions with Eureka and other complimentary tools.
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.
Leveraging journey analytics to drive resolution and improve the customer experience
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.
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.
Analysts will discuss powerful features that can help with analysis but are often overlooked or forgotten.
Interaction Analytics – It’s more than just compliance! Use Eureka to ensure your companies mission, vision, values are being represented in your customer engagements.
This session will focus on the process of creation and roll-out for a new scorecard to address new or modified campaign call flows.
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.
Attend this final session to close off LISTEN 2016 with final remarks from CallMiner executives. Partner raffle will take place during this session.