Fundamentals

November 5, 2019


12:45 PM  -  1:30 PM

Learn how SiriusXM and CarMax have implemented automated scoring in their organization. CarMax will share how they rolled out a scorecard for a new department and their approach to obtaining buy-in, gathered requirements, and communicated with with new department leaders.


1:30 PM  -  2:15 PM

Attend this session to hear from expert speech analytics service providers and CallMiner partners to hear how they get clients to value quickly with these quick wins and low-hanging fruit use cases.


2:30 PM  -  3:15 PM

Student Loan Collection Agency William’s & Fudge and Home Goods Retail Chain Conn’s Home Plus will share two separate case studies on how they are enhancing their ability to maintain compliance on regulations, such as the Service Members Civil Relief Act (SCRA), through the use of CallMiner Eureka within their contact center. Williams & Fudge will provide additional insight into how they have expanded their use of analytics to improve collections.


3:45 PM  -  4:30 PM

Like many contact centers in various businesses, there can be many unique elements as to how agents deal with the person on the other end of the line. For Healthcare Revenue Cycle Management company, Avadyne Health, navigating the nuances of Customer Experience in the Healthcare Industry includes the important consideration of the Patient Experience. Join Pete Hamlin as overviews how his organization has leveraged speech analytics to listen to the Voice of the Patient, improve thier experience and achieve higher financial recoveries.

November 6, 2019


10:35 AM  -  11:20 AM

Join veteran Speech Analytics leader Connie Tynes as she overviews how the Christian Broadcast Network’s use of the CallMiner Eureka has helped to feed voice of the customer (VOC) insights to CBN stakeholders, providing immediate CX feedback leading to better informed decision decision making at the departmental and organizational levels.


11:20 AM  -  12:05 PM

Attend this session to learn from thought leader (and 2018 LISTEN Award Winner) Marvie Wright has she relays her own experiences on moving the agent performance needle quickly through KPI assements using speech analytics. Marvie will share her method for building your bench for monitoring and coaching and the value associated with providing agents with thier visbility into thier own scorecards. She will also discuss the role the executive plays in the ongoing succe and how to best informa all stakeholders, both external and internal.


1:00 PM  -  1:45 PM

Attend this session as organizations Medical Transport Management and Christian Broadcast Network share how they have gained both buy-in and sustained agent performace improvements through the roll out of CallMiner’s Coach’s agent performance feedback platform.


2:30 PM  -  3:15 PM

Call center supervisors and quality assurance specialists are inherently limited in their ability to monitor the subtle behaviors of the call center agents. This presentation explores how the Vervent team discovered three common, otherwise undetectable, instances of agent behaviors that were decreasing our call center’s performance, and how we utilized Speech Analytics to track and greatly reduce the frequency of these behaviors.


3:15 PM  -  4:00 PM

Attend this session to hear from healthcare provider Kelsey-Seybold in their journey deploying real-time speech analytics, to automatically monitor on going conversations, alert supervisors to activity, and provide next best action to agents. Kesey-Seybold’s case study will be followed by a demonstration of Eureka Alert, CallMiner’s latest generation of industry leading real-time automated call monitoring software.