About the Conference

The industry-leading event for Contact Analytics executives, program owners, and analysts.

LISTEN, CallMiner’s annual user conference and customer advisory board meeting, brings together top organizations using and benefiting from speech and contact analytics.

Attend this event to hear from analysts, thought leaders, and product experts and share best practices with other CallMiner customers. Listen to stories from CallMiner users and industry gurus in over 20 sessions split into separate tracks for business program owners and analysts.

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  • CallMiner helps businesses and organizations improve contact center performance and gather key business intelligence by automating their ability to listen to every customer interaction.

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Agenda

11:30 AM – 12:30 PM

Historic Hotel Tour

Pre-registration required.  Meet in hotel lobby at 11:15 AM.

1:00 PM – 5:oo PM

Golf Tournament

Pre-registration required.  Transportation and clubs provided.  Meet in hotel lobby at 12:15 PM. Isla Del Sol Yacht & Country Club 

2:30pm – 4:30pm

Boat Cruise

Pre-registration required.  Transportation provided. Meet in hotel lobby at 2:00 PM. Dolphin Landings 

6:30pm – 8:30pm

Registration Reception

Event registration, hors d’oeuvres and cocktails. 5th floor, Partner Pavilion (South Terrace)

7:30am – 8:30am

Breakfast

8:30am – 9:30am

Opening Remarks – Welcome to LISTEN 2015

Awards and recognitions.

9:30am – 10:30am

Dr. Joseph Michelli – Driving Engagement: Making the Personal Emotional Connection that Builds Loyalty

Customers today enjoy unprecedented levels of choice and voice.  Thanks to technological advances, interconnectivity, and mobile communication, customers make buying decisions and sustain brand relationships based on the integrated experiences they read about and personally experience. In this Keynote Dr. Michelli will borrow from his consulting work and observation of leaders at companies he has featured in his customer experience books, sharing lessons from Starbucks, Ritz-Carlton, Zappos, and Mercedes-Benz USA, to highlight skills and solutions to deliver memorable and loyalty building experiences. Driving Engagement will offer key insights on how to deliver memorable and loyalty building experiences leveraging people, process and technology.  It will offer an appreciation for the changing wants, needs and desires of consumers and approaches to sustain success in the context of rapid change.

10:30am – 10:45am

Break

10:45am – 11:30am

Successful Contact Analytics Rollout, Building a Winning Team

Learn best approaches to successfully integrating Contact Analytics into your operations and organization including appropriate staffing, gaining buy-in from both above and below, engaging multiple departments and stakeholders, and effectively communicating wins.

10:45am – 11:30am

Quick Wins / Operational Efficiencies

Learn the best approaches to find immediate wins and quick ROI in your investment in speech analytics. Hear from both CallMiner team members and other users on where to focus first, how to identify the low hanging fruit leveraging what comes out of the box, and importantly, how to quantify the impact of optimizations or issues identified.

11:30am – 12:15pm

Pervasive BI – The Benefit of Giving Agents Direct Performance Feedback

Hear from other CallMiner customers who have enabled their agents with the power of feedback by providing them direct access to performance data through myEureka.  Learn best practices in rolling out this powerful insight to your contact center.

11:30am – 12:15pm

Automating Agent Scorecards

Hear from other CallMiner users in how they moved from manual call monitoring and scoring to automated scoring. Learn from their successes and missteps in their journey.

12:15pm – 1:15pm

Lunch

1:15pm – 2:00pm

Quantifying and Communicating ROI – Best Practices and Lessons Learned

Learn from one organization’s strategy to attack everything, wrapping their arms around the dizzying big wave of data CallMiner offers to drive value and ensure rapid return on their speech analytics investment.

1:15pm – 2:00pm

Workshop – Analyzing and Improving FCR

Learn from certified CallMiner BIAs on how to build an FCR score to get you started in understanding root causes impeding FCR rates and different applications of the score.

2:00pm – 3:00pm

Analytics for Agent Recruitment & Onboarding

Attend this session presented by Craig Reines, COO of Sitel and previously a two-time CallMiner customer. Craig will present his view on how interaction analytics can greatly improve agent onboarding, getting agents to the floor faster, reducing training costs, lessening the impact of agent attrition.

2:00pm – 3:00pm

Correlation & Predictive Modeling

Understanding fundamentals of statistical and correlative analysis and how to apply those fundamentals in customer engagement analytics and predictive modeling.

3:00pm – 3:15pm

Break

3:15pm – 4:15pm

Panel: Navigating Compliance Regulations with Analytics

Attend this session to listen to a panel of compliance experts discuss the challenges associated with the ever changing landscape of telecommunications regulations can be navigated leveraging analytics.

3:15pm – 4:15pm

Maximizing Metadata

Rich metadata can supercharge your analytical capability and intelligence gathering. Learn about the different capabilities for configuring metadata, binning measures, integrating non-call/CRM data. Hear about powerful or unique uses of metadata within other organizations using CallMiner.

4:15pm – 5:15pm

Product Roadmap – Introducing Eureka Fall 2015

Announcing the release of Eureka Fall 2015 and a preview of key features to come delivering on the true meaning of Customer Engagement Analytics through analytical insight.

6:00pm – 6:30pm

Cocktail Reception on the Beach

On the poolside patio

6:30pm – 8:30pm

Dinner on the Beach

On the poolside patio

8:30pm – 11:00pm

After Party – Acoustic Beach Jam

With NoNeed

8:00am – 9:00am

Breakfast

9:00am – 10:00am

Keith Dawson – Listen, Optimize, Engage, Repeat: The formula for better customer relations

Is there a way to maximize the value of each customer, and each interaction? Keith Dawson, principal analyst at Ovum, will talk about the key challenges facing businesses: expectant customers, armed with smartphones and communication platforms, with less loyalty and brand stickiness than ever before. To reach those customers, you need to unlock contact center data and use it everywhere within the enterprise. And you need to create seamless pathways – journeys – through the maze of service options that make it easy for customers to reach their goals. Keith will talk with CallMiner’s Jeff Galliano about trends in the industry, best practices, and where the future is taking us.

9:00am – 10:00am

Rozanne Andersen: Telephone Communications Compliance – the Achilles Heel of Debt Collection

Over the past 12 months telephone communications in connection with the collection of debt have undergone intense scrutiny by the judiciary, the CFPB, state law makers and of course the Federal Communications Commission. The new requirements have thrown many well-intentioned creditors and debt collectors into a tail spin and sorting through the compliance requirements is only half the battle. During this session, leading compliance expert, Rozanne Andersen, Esq., Vice President and Chief Compliance Officer for Ontario Systems will identify the legal and compliance issues pertaining to the Telephone Consumer Protection Act, the FCC’s July 10 Order, critical elements of a call audit and five features of a world class call analytics program.

10:00am – 11:00am

Guided Breakout – Building an Analytics Driven Compliance Program

Join your peers for a guided discussion around challenges, objectives and best practices in using speech analytics to ensure compliance.

10:00am – 11:00am

Guided Breakout – Driving Revenue (Sales & Collector Effectiveness)

Join your peers for a guided discussion on how speech analytics can improve the performance of revenue generating staff in sales or collections.

10:00am – 11:00am

Guided Breakout – Customer Service Excellence

Join your peers for a guided discussion around challenges, objectives and best practices in using speech analytics to deliver exceptional customers service.

11:00am – 11:15am

Break

11:15am – 12:00pm

Migrating to a Real-Time Analytics Driven Contact Center

Learn about using speech analytics to automate real-time monitoring with EurekaLive and how early adopters are putting it to use.

11:15am – 12:00pm

API Use Cases

Listen to on customer’s use of CallMiner Eureka’s API to extract data for use outside of CallMiner’s applications. Hear about the latest capabilities in the Eureka Fall 2015 API.

12:00pm – 1:00pm

Lunch

1:00pm – 1:45pm

Motivation Through Gamification

Drive performance within teams and across teams through friendly compeition and gamificaiton, leveraging the automated performance data available from Eureka.

1:00pm – 1:45pm

The Power of Semantic Building Blocks

In this session analysts will share powerful example uses of semantic building blocks to gain rapid insight. Examples include – sentiment analysis, agent behaviors, and question and response.

1:45pm – 2:30pm

Analytics Driven Compensation

Hear how veteran users of speech analytics have tied automated analytics driven quality monitoring to compensations models.  Learn their approach, the results, and best practices.

1:45pm – 2:30pm

Workshop: Discovering Aliases with Search QA

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

2:30pm – 2:45pm

Partner Raffle and Break

2:45pm – 3:30pm

How Automated QM Can Reduce Agent Attrition

Dick Bucci of the Pelorus Research Group will present results of his research into the cause of agent attrition and the impact automated feedback can contirbute to solving some of the drivers of this monumental challenge contact centers face. Also listen to how BlueGreen has leveraged CallMiner to identify agents at risk and take proactive meassures.

2:45pm – 3:30pm

EurekaLive – Building Effective Alerts

Listen to early adopters of EurekaLive and CallMiner BIAs discuss best practices in real-time alerting – the approriate activities to alert on, how to manage the appropriate volume of alerting, and best approaches to creating alerts.

3:30pm – 4:30pm

Strategic Roadmap Influence

In this session, CallMiner will review strategic initiatives on the corporate roadmap and get feedback from our Customer Advisory group on how CallMiner should prioritize initiates.

3:30pm – 4:30pm

Eureka Visualization Feedback and Prioritization

In this session, the CallMiner product team will solicit input from analysts or other users on their data visualization needs and desired features within CallMiner’s products. The participating users will have an opportunity to clarify requirements and rank the importance of various enhancements.

DAY 1

6:30pm – 8:30pm

Registration Reception

Event registration, hors d’oeuvres and cocktails. 5th floor, Partner Pavilion (South Terrace)

DAY 2

8:30am – 9:30am

Opening Remarks – Welcome to LISTEN 2015

Awards and recognitions.

9:30am – 10:30am

Dr. Joseph Michelli – Driving Engagement: Making the Personal Emotional Connection that Builds Loyalty

Customers today enjoy unprecedented levels of choice and voice.  Thanks to technological advances, interconnectivity, and mobile communication, customers make buying decisions and sustain brand relationships based on the integrated experiences they read about and personally experience. In this Keynote Dr. Michelli will borrow from his consulting work and observation of leaders at companies he has featured in his customer experience books, sharing lessons from Starbucks, Ritz-Carlton, Zappos, and Mercedes-Benz USA, to highlight skills and solutions to deliver memorable and loyalty building experiences. Driving Engagement will offer key insights on how to deliver memorable and loyalty building experiences leveraging people, process and technology.  It will offer an appreciation for the changing wants, needs and desires of consumers and approaches to sustain success in the context of rapid change.

10:45am – 11:30am

Successful Contact Analytics Rollout, Building a Winning Team

Learn best approaches to successfully integrating Contact Analytics into your operations and organization including appropriate staffing, gaining buy-in from both above and below, engaging multiple departments and stakeholders, and effectively communicating wins.

11:30am – 12:15pm

Pervasive BI – The Benefit of Giving Agents Direct Performance Feedback

Hear from other CallMiner customers who have enabled their agents with the power of feedback by providing them direct access to performance data through myEureka.  Learn best practices in rolling out this powerful insight to your contact center.

1:15pm – 2:00pm

Quantifying and Communicating ROI – Best Practices and Lessons Learned

Learn from one organization’s strategy to attack everything, wrapping their arms around the dizzying big wave of data CallMiner offers to drive value and ensure rapid return on their speech analytics investment.

2:00pm – 3:00pm

Analytics for Agent Recruitment & Onboarding

Attend this session presented by Craig Reines, COO of Sitel and previously a two-time CallMiner customer. Craig will present his view on how interaction analytics can greatly improve agent onboarding, getting agents to the floor faster, reducing training costs, lessening the impact of agent attrition.

3:15pm – 4:15pm

Panel: Navigating Compliance Regulations with Analytics

Attend this session to listen to a panel of compliance experts discuss the challenges associated with the ever changing landscape of telecommunications regulations can be navigated leveraging analytics.

4:15pm – 5:15pm

Product Roadmap – Introducing Eureka Fall 2015

Announcing the release of Eureka Fall 2015 and a preview of key features to come delivering on the true meaning of Customer Engagement Analytics through analytical insight.

DAY 3

9:00am – 10:00am

Keith Dawson – Listen, Optimize, Engage, Repeat: The formula for better customer relations

Is there a way to maximize the value of each customer, and each interaction? Keith Dawson, principal analyst at Ovum, will talk about the key challenges facing businesses: expectant customers, armed with smartphones and communication platforms, with less loyalty and brand stickiness than ever before. To reach those customers, you need to unlock contact center data and use it everywhere within the enterprise. And you need to create seamless pathways – journeys – through the maze of service options that make it easy for customers to reach their goals. Keith will talk with CallMiner’s Jeff Galliano about trends in the industry, best practices, and where the future is taking us.

9:00am – 10:00am

Rozanne Andersen: Telephone Communications Compliance – the Achilles Heel of Debt Collection

Over the past 12 months telephone communications in connection with the collection of debt have undergone intense scrutiny by the judiciary, the CFPB, state law makers and of course the Federal Communications Commission. The new requirements have thrown many well-intentioned creditors and debt collectors into a tail spin and sorting through the compliance requirements is only half the battle. During this session, leading compliance expert, Rozanne Andersen, Esq., Vice President and Chief Compliance Officer for Ontario Systems will identify the legal and compliance issues pertaining to the Telephone Consumer Protection Act, the FCC’s July 10 Order, critical elements of a call audit and five features of a world class call analytics program.

10:00am – 11:00am

Guided Breakout – Building an Analytics Driven Compliance Program

Join your peers for a guided discussion around challenges, objectives and best practices in using speech analytics to ensure compliance.

10:00am – 11:00am

Guided Breakout – Driving Revenue (Sales & Collector Effectiveness)

Join your peers for a guided discussion on how speech analytics can improve the performance of revenue generating staff in sales or collections.

10:00am – 11:00am

Guided Breakout – Customer Service Excellence

Join your peers for a guided discussion around challenges, objectives and best practices in using speech analytics to deliver exceptional customers service.

11:00am – 11:15am

Break

11:15am – 12:00pm

Migrating to a Real-Time Analytics Driven Contact Center

Learn about using speech analytics to automate real-time monitoring with EurekaLive and how early adopters are putting it to use.

1:00pm – 1:45pm

Motivation Through Competition/Gamification

Drive performance within teams and across teams through friendly compeition and gamificaiton, leveraging the automated performance data available from Eureka.

1:45pm – 2:30pm

Analytics Driven Compensation

Hear how veteran users of speech analytics have tied automated analytics driven quality monitoring to compensations models.  Learn their approach, the results, and best practices.

2:30pm – 2:45pm

Partner Raffle and Break

2:45pm – 3:30pm

How automated QM can reduce agent attrition

Dick Bucci of the Pelorus Research Group will present results of his research into the cause of agent attrition and the impact automated feedback can contirbute to solving some of the drivers of this monumental challenge contact centers face. Also listen to how BlueGreen has leveraged CallMiner to identify agents at risk and take proactive meassures.

3:30pm – 4:30pm

Strategic Roadmap Influence

In this session, CallMiner will review strategic initiatives on the corporate roadmap and get feedback from our Customer Advisory group on how CallMiner should prioritize initiates.

DAY 1

6:30pm – 8:30pm

Registration Reception

Event registration, hors d’oeuvres and cocktails. 5th floor, Partner Pavilion (South Terrace)

DAY 2

8:30am – 9:30am

Opening Remarks – Welcome to LISTEN 2015

Awards and recognitions.

9:30am – 10:30am

Dr. Joseph Michelli – Driving Engagement: Making the Personal Emotional Connection that Builds Loyalty

Customers today enjoy unprecedented levels of choice and voice.  Thanks to technological advances, interconnectivity, and mobile communication, customers make buying decisions and sustain brand relationships based on the integrated experiences they read about and personally experience. In this Keynote Dr. Michelli will borrow from his consulting work and observation of leaders at companies he has featured in his customer experience books, sharing lessons from Starbucks, Ritz-Carlton, Zappos, and Mercedes-Benz USA, to highlight skills and solutions to deliver memorable and loyalty building experiences. Driving Engagement will offer key insights on how to deliver memorable and loyalty building experiences leveraging people, process and technology.  It will offer an appreciation for the changing wants, needs and desires of consumers and approaches to sustain success in the context of rapid change.

10:30am – 10:45am

Break

10:45am – 11:30am

Quick Wins / Operational Efficiencies

Learn the best approaches to find immediate wins and quick ROI in your investment in speech analytics. Hear from both CallMiner team members and other users on where to focus first, how to identify the low hanging fruit leveraging what comes out of the box, and importantly, how to quantify the impact of optimizations or issues identified.

11:30am – 12:15pm

Automating Agent Scorecards

Hear from other CallMiner users in how they moved from manual call monitoring and scoring to automated scoring. Learn from their successes and missteps in their journey.

1:15pm – 2:00pm

Workshop – Analyzing and Improving FCR

Learn from certified CallMiner BIAs on how to build an FCR score to get you started in understanding root causes impeding FCR rates and different applications of the score.

2:00pm – 3:00pm

Correlation & Predictive Modeling

Understanding fundamentals of statistical and correlative analysis and how to apply those fundamentals in customer engagement analytics and predictive modeling.

3:15pm – 4:15pm

Maximizing Metadata

Rich metadata can supercharge your analytical capability and intelligence gathering. Learn about the different capabilities for configuring metadata, binning measures, integrating non-call/CRM data. Hear about powerful or unique uses of metadata within other organizations using CallMiner.

4:15pm – 5:15pm

Product Roadmap – Introducing Eureka Fall 2015

Announcing the release of Eureka Fall 2015 and a preview of key features to come delivering on the true meaning of Customer Engagement Analytics through analytical insight.

DAY 3

9:00am – 10:00am

Keith Dawson – Listen, Optimize, Engage, Repeat: The formula for better customer relations

Is there a way to maximize the value of each customer, and each interaction? Keith Dawson, principal analyst at Ovum, will talk about the key challenges facing businesses: expectant customers, armed with smartphones and communication platforms, with less loyalty and brand stickiness than ever before. To reach those customers, you need to unlock contact center data and use it everywhere within the enterprise. And you need to create seamless pathways – journeys – through the maze of service options that make it easy for customers to reach their goals. Keith will talk with CallMiner’s Jeff Galliano about trends in the industry, best practices, and where the future is taking us.

9:00am – 10:00am

Rozanne Andersen: Telephone Communications Compliance – the Achilles Heel of Debt Collection

Over the past 12 months telephone communications in connection with the collection of debt have undergone intense scrutiny by the judiciary, the CFPB, state law makers and of course the Federal Communications Commission. The new requirements have thrown many well-intentioned creditors and debt collectors into a tail spin and sorting through the compliance requirements is only half the battle. During this session, leading compliance expert, Rozanne Andersen, Esq., Vice President and Chief Compliance Officer for Ontario Systems will identify the legal and compliance issues pertaining to the Telephone Consumer Protection Act, the FCC’s July 10 Order, critical elements of a call audit and five features of a world class call analytics program.

10:00am – 11:00am

Guided Breakout – Building an Analytics Driven Compliance Program

Join your peers for a guided discussion around challenges, objectives and best practices in using speech analytics to ensure compliance.

10:00am – 11:00am

Guided Breakout – Driving Revenue (Sales & Collector Effectiveness)

Join your peers for a guided discussion on how speech analytics can improve the performance of revenue generating staff in sales or collections.

10:00am – 11:00am

Guided Breakout – Customer Service Excellence

Join your peers for a guided discussion around challenges, objectives and best practices in using speech analytics to deliver exceptional customers service.

11:15am – 12:00pm

API Use Cases

Listen to on customer’s use of CallMiner Eureka’s API to extract data for use outside of CallMiner’s applications. Hear about the latest capabilities in the Eureka Fall 2015 API.

1:00pm – 1:45pm

The Power of Semantic Building Blocks

In this session analysts will share powerful example uses of semantic building blocks to gain rapid insight. Examples include – sentiment analysis, agent behaviors, and question and response.

1:45pm – 2:30pm

Workshop: Discovering Aliases with Search QA

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

2:30pm – 2:45pm

Partner Raffle and Break

2:45pm – 3:30pm

EurekaLive – Building Effective Alerts

Listen to early adopters of EurekaLive and CallMiner BIAs discuss best practices in real-time alerting – the approriate activities to alert on, how to manage the appropriate volume of alerting, and best approaches to creating alerts.

3:30pm – 4:30pm

Eureka Visualization Feedback and Prioritization

In this session, the CallMiner product team will solicit input from analysts or other users on their data visualization needs and desired features within CallMiner’s products. The participating users will have an opportunity to clarify requirements and rank the importance of various enhancements.

 

GUEST KEYNOTE SPEAKERS

FEATURED PRESENTERS

ENTERTAINMENT & ACTIVITIES

Don Cesar Historic Tour

Historic hotel tour

Monday 11:30 AM – 12:30 PM
Hotel Lobby
pre-registration required

Isla Del Sol Yacht and Country Club

Golf tournament

Monday 1:00 – 5:00 PM
Isla Del Sol Country Club
transportation & clubs provided
pre-registration required

NoNeed

Acoustic beach jam

Tuesday 8:30 PM
(following dinner reception)
NoNeed
Tampa’s rock reggae artists
@ the fire pits on the beach

Dolphin Cruise

Networking cruise

Monday 2:30 – 4:30 PM
Dolphin Landings
transportation provided
pre-registration required

Download the justification letter template to assist you in obtaining approval to attend.
For executives  / program owners
For analysts

Interested in becoming a sponsor?

Sponsors of LISTEN 2015 will have an opportunity to interact and network with executives and users responsible for changing contact center and agent performance through the use of contact analytics.

REQUEST INFO

Gold Sponsors

inContact

inContact is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences. For more information, visit www.incontact.com or call 1-866-965-SaaS.

 

TantaComm

TantaComm is a 20 year industry leader specializing in workforce optimization for contact centers seeking reliable tools and expertise to address today’s unique requirements and potential needs of tomorrow.

 

Silver Sponsors

KirkpatrickPrice

LiveVox

Listening Methods

TelStrat

LOEWS DON CESAR HOTEL - ST. PETE BEACH, FL

By popular demand, CallMiner is returning to host its seventh annual customer conference at the historic Loews Don CeSar Hotel in St. Pete Beach, Florida. “The Don” is St. Pete Beach’s only 4-diamond hotel situated on 7 miles of powdery white beaches of the Gulf of Mexico and conveniently located close to Tampa International Airport.

The hotel is fully booked but there are several lodging options in the St. Pete Beach area.

Contact

CallMiner, Inc.

200 West Avenue, Waltham, MA 02451

(781) 547-5690
(781) 547-5889 (fax)

marketing@callminer.com

www.callminer.com