Session Schedule

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November 4, 2019


9:00 AM  -  9:45 AM

Join organizations engaged in the broad specturm of healthcare related touchpoints to share thoughts on patient experience


9:00 AM  -  9:45 AM

Be part of the discussion among your fellow attendees in the fields of technology and communications where commonality around customer growth, retention and CX improvements will drive your conversations.


9:00 AM  -  9:45 AM

Engage and learn from other LISTEN attendees whose organizations have commonality in the B to C market, disucssing what is working in proving optimal customer satsifaction from your customers.

Collections Industry Exchange

Hemisphere Dancer

9:00 AM  -  10:15 AM

For companies particpating in any phase and type of accounts receivable activity the challenges remain the same. Join likeminded organizations for a 90 minute session, discussing the technologies and processes that optimize revenue recorvery while remaining both sensitive to customer experience and compliant to evolving regulatory rulings. including preparing for impacts of the new CFPB ruling.


9:00 AM  -  9:45 AM

Learn from CallMiner’s Business Analyst team how to utilize your data’s call set curve to determine applicable score ranges in your Eureka system.


10:00 AM  -  10:45 AM

Connect with other members of the Energy and Utility business and “generate” discussions on issues common to your industry.


10:00 AM  -  10:45 AM

Whether it’s getting there or being there, confer with professionals in the travel and hospitality field who will discuss issues that impact the customer experience and literaly the journey too.


10:00 AM  -  10:45 AM

After you’ve created Call Drivers-what’s next? Learn how you can gather powerful business intelligence by correlating Call Driver Category hits and various Agent or Customer Behaviors.


10:30  -  11:45 AM

Helping your organization get the greatest value from your speech analytics program through adoption and cross client best practices: Bring your great ideas, past successes, and brilliant failures to this interactive session where Jason McKay and Rick Britt from CallMiner, and Allison Corley from Mercedes-Benz Financial Services will lead a discussion on ways to increase adoption and value from your speech analytics insights.


11:00 AM  -  11:45 AM

“Spend” some time with your peers in the financial services to discuss common areas of interest in your sector.


11:00 AM  -  11:45 AM

Join the conservation among leaders in the BPO space to discuss the factors driving the sesimic shift in the BPO space with CX becoming a significant factor for both the outsourcers and their clients.


11:00 AM  -  11:45 AM

Not a Computer Developer/Programmer but still interested in understanding what all the hub-bub is around the Eureka API? Receive a high level overview of navigating through our Export API, understanding when a customer programmer needs to get involved, and hear about some exciting Use Cases that we’ve identified for Eureka analysts!

November 5, 2019


8:20 AM  -  8:45 AM

Scott Kendrick, Vice President of Marketing will kick off LISTEN 2019 sharing 4 ways in which you can compete in the CX battleground with Velocity to Vision.


8:45 AM  -  9:00 AM

President & CEO Paul Bernard will share a view of CallMiner’s strategic direction and why your relationship with CallMiner is a “Partnership for Change” in our rapidly evolving industry where Customer Experience (CX) and Employee Experience (EX) are paramount.


9:00 AM  -  9:45 AM

In this session, Vice President of Product Strategy, Bruce McMahon will highlight the latest enhancements in the CallMiner Eureka platform and suite of applications, followed by a preview of incredible advancements to assist you in increasing your velocity to vision.​

Break

Partner Pavilion

9:45 AM  -  10:00 AM

Brought to you by our Sponsors.


10:00 AM  -  11:00 AM

Ross’ program is all about the DNA of what makes champions in sports so unique and how that relates to business. It’s based on a series of books he wrote in which he was able to interview more than 1,000 professional athletes and coaches that all had one thing in common — they were all members of championship teams. In his research he concluded that the same metrics and characteristics that were common among champions in sports, were also common among peak performers in business. There are reasons certain teams win consistently, whereas others don’t… and Ross will explain why.

More


11:00 AM  -  11:45 AM

In 2018 Comcast launched a sales-focused voice analytics platform built on CallMiner Eureka. Comcast has used this platform to drive Sales Agent productivity and effectiveness, and to develop insights on customers to support Comcast’s sales and marketing strategy. In this presentation, Marge Jackson, SVP of National Call Center Sales at Comcast will take the audience through Comcast’s strategy for Sales Voice Analytics, recent progress and success, and roadmap for the future.

Monday Lunch

License to Chill

11:45 AM  -  12:45 PM

Brought to you by our Sponsors.


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.


12:45 PM  -  1:30 PM

Mike Small, Sitel Group’s CEO – Americas, discusses how Sitel is leveraging advanced analytics to deliver better customer experiences through better employee experiences at scale for their agents. Sitel’s 75,000 people deliver 3.5 million experiences daily for some of the world’s best-known brands.


12:45 PM  -  1:30 PM

In this expert session, multi-year winner of the CallMiner API Innvoation award, Pulkit Jain, will share how Midland Credit Management is extracting, manipulating, and analyzing data outside of Eureka Analyze. In this session Pulkit will review what data they pull and what they do with the data leveraging Power BI and other tools to deep dive on collection rates, including mapping the Call Genome to optimize results.


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

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.


1:30 PM  -  2:15 PM

Attend this executive session where Martin Hand, Chief Donor Officer at St. Jude Children’s Research Hospital will share how St. Jude is strategically placing donors at the center of the conversation across the enterprise. Learn how St. Jude is creating a Voice of the Donor total feedback loop, using donor direct feedback and ethnographic research to improve the business.


1:30 PM  -  2:15 PM

Learn how to track emotion in contact center conversations and truly listen to the voice of your customer. Review what you can do in Eureka today and get a sneak peek at AI techniques we are exploring for the future. Discover how the research community approaches verbal and non-verbal expressions of emotion.


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.

Break

Partner Pavilion

2:15 PM  -  2:30 PM

Brought to you by our Sponsors.

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.


2:30 PM  -  3:15 PM

Russ Riley, Dell’s lead for Voice Analytics Program Management, will review Dell’s journey in their ever changing voice analytics ecosystem. Russ will discuss how they are using advanced techniques to go beyond the traditional data insights indicating what happened in the past to what potentially can happen in the future.


2:30 PM  -  3:15 PM

In this expert session, Jeremy Schaffer of Shellpoint Mortgage will walk through how the team has used speech analytics to successfully identify phising scams, reducing fraud and ongoing attempts. This session will not only cover the Shellpoint business case but will also offer the opportunity to explore how to achieve similar successes within your organization.


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.

Partner Demo: Aspect

Compass Rose West

3:15 PM  -  3:45 PM

Engage your Workforce with Aspect ‘s Carel Warfield, Sr. Solutions Consultant. Join Aspect to learn how to optimize your people and processes with workforce management, quality management, and performance management. The Aspect suite covers it all and is designed to adapt rapidly and cost-effectively to your changing contact center needs. The result? More engaged agents, higher quality customer interactions, and improved customer experience all at a lower operating cost.


3:15 PM  -  3:45 PM

Come hear from LISTEN Platinum sponsor Nuance’s Todd Hinesley as he overviews “Nuance Biometrics – Preventing and Detecting Fraud Across All Channels Your Customers Engage” and the growing number of use cases where this exciting technology can apply.

Partner Demo: Five9

Hemisphere Dancer

3:15 PM  -  3:45 PM

Meet with Jason Brown as he reviews the Five9 story, a leading provider of cloud contact center software highlighted by 17 years of experience in the contact center space with over 2,000 customers worldwide supporting over 3 Billion interactions annually.

Partner Demo: Medallia

Compass Rose South

3:15 PM  -  3:45 PM

Join Executive Track Sponsor Medallia’s Pat McBrearty and Hani Bandi to learn how their Forrester Wave leading CX platform helps companies transform by capturing, analyzing, and acting on cross-channel experience signals in live time throughout the entire organization, including magnifying the impact of speech analytics within and beyond the contact center.


3:15 PM  -  3:45 PM

Spend time with Contact Center Compliance’s Ryan Thurman and learn how Contact Center Compliance can assist your organization in answering the challenges faced by businesses today in meeting call center and DNC compliance with their trusted suite of cloud-based compliance solutions including real-time, reassigned phone number and TCPA litigator scrubbing.


3:15 PM  -  3:45 PM

Come meet with “Big Chad Tatton” of Call Criteria to learn how they provide their clients a unique QA approach that combines the best of human capabilities and technology to ultimately maximize agent performance and ROI.


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.


3:45 PM  -  4:30 PM

In this Executive session, SiriusXM will share how they are getting appropriate financial attribute for the results they are achieving with their interaction analytics program. This presentation will discuss:

  • Educating Finance on interaction analytics activity, results and correlated business impacts
  • Helping internal business partners understand how insight provided through interaction analytics can help them achieve their metrics more effectively
  • Sharing the stage with other stakeholders who are also leading changes that impact revenue within your organization

3:45 PM  -  4:30 PM

To represent the voice of the customer, we need to really know our customers! Not just who you are, but your goals and your initiatives. In this interactive session, we want input from expert users focusing on your expanding use cases and how we can improve your productivity and experiences within our platform. Please join our Product Management team to enhance our user’s personas and provide product feedback.


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.

Break

Partner Pavilion

4:30 PM  -  4:50 PM

Brought to you by our Sponsors.


4:50 PM  -  5:35 PM

Join this captivating keynote where we will look at the use of AI as it relates to the future of CallMiner, and how humans will interact with this benevolent technology. Understand the vision of AI research and how we are endeavoring to use AI to make our lives better.

The 2019 LISTEN Awards

Compass Rose

5:35 PM  -  5:50 PM

Join us to recognize the finalists and 2019’s esteemed winners of the LISTEN Awards for their contribution to significant business improvement in their organizations using intelligence from customer interactions.

November 6, 2019


8:30 AM  -  9:30 AM

Based on Micah’s much-awaited new title of the same name, Ignore Your Customers (And They’ll Go Away), Micah’s keynote will cover how to deliver five-star customer service and build customers for life in this age of social media, self-service, global competition, and endless distractions. Includes hands-on experience, best practices, and culture-building insight from Apple, Google, The Ritz-Carlton Hotel Company (with whom Micah has collaborated on two bestselling books), Zappos, USAA Insurance, Starbucks, Nordstrom, and more.

More


9:30 AM  -  10:15 AM

CallMiner Founder and pioneer of the Speech Analytics Industry, Jeff Gallino will discuss how to compete effectively in an ever accelerating technological and business environment, through integrated ecosystems of specialized technology platforms.

Break

Partner Pavilion

10:15 AM  -  10:35 AM

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.


10:35 AM  -  11:20 AM

Better understand the gaps in individual call flows within your contact centers with the power of CallMiner Speech Analytics.

Cris Kuehl, VP, Analytics & Client Insights for Sitel Group, demonstrates how his team leverages CallMiner to better understand the breakdown of call types and the different paths taken within their contact center. With this improved understanding of the individual call flows, Cris’ organization has driven improvements in agent behaviors, enterprise processes and more productive outcomes for their clients’ customers.


10:35 AM  -  11:20 AM

Great customer experiences, delivered with a personal touch win over and retain your customers, and translate into increased revenue for your company. As your contact center agents field harder work, the stakes go up. Getting these customer interactions right has a larger impact on customer retention. Yet, how do you deliver upon customer experiences when insights about your customers, your employees and your brand are locked in your contact center?

It’s time to rethink how to use the trove of data that your contact center collects to better understand your customers, your brand perception and your agents. This speech will highlight the economic importance of delivering great customer experiences and how the nature of work is changing in the contact center. You will learn why you should collect insights about your brand, customers and employees and act on them to better align with customer expectations.


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

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.


11:20 AM  -  12:05 PM

How many AI’s does it take to screw in a light bulb? Join the AI/Research team in a frank discussion about the challenges facing champions of implementing AI- fueled speech solutions into real-life call-center processes and organizations. Is your call-center and company data-driven, data-centric, or even data-aware? If it was available on store shelves tomorrow – Is your call-center even prepared to take advantage of an AI prediction? Will they trust it – or more importantly, who will likely not trust it? Our AI team shares what they’ve learned and what you can do to start making AI-fueled speech analytics work for you!


11:20 AM  -  12:05 PM

“Do you wonder how to make a meaningful impact in your revenue or customer experiences? You’re not alone.

Join us for an insightful session with Jayson Yardley as he shares his perspective on using data, speech analytic and technology within the hospital revenue cycle industry to boost patient collections, provide anticipatory customer service and improve the patient financial experience and satisfaction on behalf of some of the largest hospitals in the U.S.

More


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.

Lunch

License to Chill

12:05 PM  -  1:00 PM

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.


1:00 PM  -  1:45 PM

When it comes to customer interactions, expectations for what should be there can cloud our insight into what customers and agents are actually saying. Learn how CallMiner is leveraging machine learning to offer domain-driven search suggestions. This new “semantic search” makes content creation more robust, even on the unstructured conversations of calls. Uncover language patterns that support discovery in your CX, QA, or ad-hoc initiatives. Don’t get “fresh traded” by prescribing how your customers say “frustrated” – let the data show you.


1:00 PM  -  1:45 PM

Tracy Wadsworth, Global Contact Center Architect, will share the ways Equifax is using advanced technology and analytics to improve the consumer experience, and the practical impacts this is having on the business. AI-fueled speech analytics is core to this vision. Equifax has incorporated CallMiner as a core part of their DNA and defined a roadmap to continue advancing and integrating their use of intelligence from customer interactions.


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.

Partner Demo: TCN

Nautical Wheeler

1:45 PM  -  2:15 PM

Spend time with Clint Laubaugh and learn more about how TCN, a leading provider of cloud contact center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations.

Partner Demo: Sitel

Compass Rose South

1:45 PM  -  2:15 PM

Come meet with LISTEN Platinum sponsor Sitel’s David Angstadt and Chris Hollamby, VPs of Customer Experience Management, as they explain how Sitel Group combines comprehensive customer care capabilities with unparalleled digital, training and technology expertise to help build brand loyalty and improve customer satisfaction. Sitel’s expansive suite of customized offerings include Business Process Outsourcing, Digital CX, Training and Talent management, technology and innovation offerings along with comprehensive consulting and analytics solutions.

Partner Demo: LiveVox

Hemisphere Dancer

1:45 PM  -  2:15 PM

Join the LiveVox Team as they review how for the last 15 years they have been a leading provider of cloud contact center solutions supporting over 14 billion contacts a year with a technology platform that helps their customers tackle real world challenges of risk mitigation, channel of choice optimization while providing actionable business intelligence.

Partner Demo: Ember

Compass Rose North/East

1:45 PM  -  2:15 PM

In this demo session you will hear from Ember’s Director of Insights and Analytics Lee Mostari as he reviews the broad array of business solutions Ember provides to its clients here in North America as well as EMEA in their fields of customer engagement consulting, Insights and Analytics, transformational change enablement, learning, leadership & coaching, along with executive search & recruitment.

Partner Demo: J.Lodge

Compass Rose West

1:45 PM  -  2:15 PM

Meet the J.Lodge Team and learn how they provide Quality assurance monitoring results driven by technology and experience and delivered by expert analysts with more than ten years of experience.

Break

Partner Pavilion

2:15 PM  -  2:30 PM

2:30 PM  -  3:15 PM

Join executives Chad Schott and Matt Zurcher from ANGI Home Services (HomeAdvisor, Angie’s List) to hear how they have applied analytics to improve sales effectiveness and are expanding their use case to leverage the CX Solution Pack in combination with their survey platform to gain more accurate insights for how they can improve and compete on Customer Experience.


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.


2:30 PM  -  3:15 PM

Learn how JLodge uses Agile methodology to organize, streamline and execute on large projects and continuous requests, all while avoiding scope creep.


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

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.

Harvesting Your Data for AI

Hemisphere Dancer

3:15 PM  -  4:00 PM

Come and join the CallMiner AI Research Team, and together will discuss how to extract actionable insights from the conversations using both text and audio signals. We will share our experience on what metadata and outcome measure we considered, as well as exploring the common challenges that may prevent you from discovering insights in your data. Get an inside tour of our model making process and tell us how you have been using Eureka content as building blocks of AI.


3:15 PM  -  4:00 PM

This panel of senior executives from American First Finance, Colony Brands, and RDI Corporation will share how they are driving operational efficiencies within their organization leveraging the insights gained from interaction analytics.


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!

Break

Partner Pavilion

4:00 PM  -  4:20 PM

4:20 PM  -  4:50 PM

Join us in the closing session for Listen 2019’s final thoughts, some acknowledgements & the Partner Passport Drawings.