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November 5, 2019


12:45 PM  -  1:30 PM

Speech Analytics and Customer Insight experts, Sitel will showcase how they have used the power of CallMiner Speech Analytics to enable accurately predicting customer perceptions and unlocking unsolicited Voice of the Customer on every interaction.


1:30 PM  -  2:15 PM

Learn how Colony Brands and Americollect are leveraging the CallMiner CX solution pack to drive better customer insight from the troves of data trapped inside your customer conversions. This session will review:
– What is included in the solution back
– How to apply it, and the insight it will drive
– How to leap from Insight to action.

Making Scorecards more Conversational

Compass Rose North/East

2:30 PM  -  3:15 PM

The speech analytics leaders of three organizations, Mercedes Benz Financial Services, Navient and Dialog Direct will share how their mature programs are evolving their scorecards philosphy’s and practices away from traditional agent “scripting” and encouraging more conversational models of agent to customer interactions. These SA veterans will overview how this new approach is leading to more genuine and authentic customer service.


3:45 PM  -  4:30 PM

Join Analytics Experts from Sitel and Encore (Midland Management) as they reveal their recommended best practices for structuring an organization to manage speech analytics including team structure, intake management, stakeholder approvals, and change management.

November 6, 2019


10:35 AM  -  11:20 AM

The CarMax and Holiday Inn teams will discuss how they are extracting data from Eureka to build dashboards and track categories and scores, and through the use of existing tools such as Excel, speeding time to insight and ROI. Each team will share different approaches – one leveraging the CallMiner API while the other team is exporting data directly from Analyze.


11:20 AM  -  12:05 PM

Learn how Ascension Point has cloned the behaviors of top performing agents to raise overall performance levels. The Clone Process utilizes the CallMiner voice analytics platform to isolate the best attributes from top agents and translate them in such a way that new agents and low performers can incorporate those attributes into their talk off, thus closing the gap between high and low metrics, which hastens the improvement of company performance. In this session Ascension Point will review their approach and results to Cloning Behaviors increasing speed to competency, improving customer satisfaction, and becoming an industry leader in overall compliance scoring.


1:00 PM  -  1:45 PM

As enterprises have transitioned to becoming more digital, efforts on fighting fraud have followed suit, leaving the voice channel especially vulnerable – call center fraud is growing by 10% every year. 60% of enterprises today are falling victim to social engineering where individuals impersonate legitimate customers to convince agents to change information that then enables fraudulent activities. As fraud continues to be a challenge across both digital and traditional channels, it is critical that the tools used to authenticate consumers upon first contact are effective and accurate – no matter which entry point they choose to engage.
Dima Cichi of Nuance’s biometrics team will shed light on how today’s advanced technologies across voice and other means of authentication can combat fraud and data breaches in the call center and beyond.


2:30 PM  -  3:15 PM

Join Paul Joustra from Teleperformance and Steve Ruszczyk from Praxidia and learn how they have successfully rolled out Interaction Analytics to new global regions. In this session you will gain an understanding of their vision, process flow, challenges they have faced along with best practices and successes when launching in a new region with various languages.


3:15 PM  -  4:00 PM

Ever wonder why some of your searches execute quicker than others?  Data sets small and large benefit from healthy optimized searches and categories.  In this session you will learn best practices for optimal systems performance including the impact of specific operators and how to optimize your content after your discovery is complete.  Don’t miss this exciting session; even our most tenured users may be surprised with what they learn!