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November 3 – 5, 2014, St. Pete Beach, Florida

 Watch LISTEN 2014 Recap

About the Conference

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

LISTEN, the new name for 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.

 REGISTER FOR LISTEN 2015

  • 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

1:00 PM – 5:oo PM

Golf Tournament

Pre-registration required.  Transportation and clubs provided.  Meet in hotel lobby at 12:30 PM. Bardmoor Golf & 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 2014

9:30am – 10:30am

Keynote – Improving the Call Center Experience

In this keynote address, Don Peppers will provide a compelling analysis of the new competitive landscape, drilling down to specific strategies relevant to every business operating a call center. Key points will include:
– Why customer-centric business represents a new dimension of competition;
– The importance of delivering a “frictionless” call-center experience; and
– The two components of customer trust – competence and good intentions

10:30am – 10:45am

Break

10:45am – 11:45am

Effectively Managing Analytics in Your Organization

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

10:45am – 11:45am

Identifying Quick Wins

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, and importantly, how to quantify the impact of optimizations or issues identified

11:45am – 12:45pm

Lunch

12:45pm – 1:45pm

Pervasive BI

Empowering Agents with Analytical Feedback

Studies have shown how the broad distribution of analytical data to the frontline results in higher performing organizations, faster. Hear from CallMiner customers who are delivering analytical driven performance data directly to agents through myEureka and what impact this has had on agent performance, morale, and agent retention.

12:45pm – 1:45pm

Workshop – Building Accurate Categories

Join this workshop where Speech Analytics “Black-belts”  review tuning best practices to improve category accuracy and identify poor performing categories.  Preview the latest tools for improving category development.

1:45pm – 2:45pm

Improving Sales & Collector Effectiveness

Hear how these CallMiner gurus are improving agents’ close rates and generating more topline revenue in either sales or collections scenarios.

1:45pm – 2:45pm

Automating Quality Monitoring and 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.

2:45pm – 3:00pm

Break

3:00pm – 4:00pm

Tenure Breeds Success

Agent attrition continues to be one of the biggest challenges contact centers face. Experienced agents are more efficient, drive resolution, and deliver better customer experience.  Learn how The Results Companies is employing best practices and analytics to build high performing teams through successful recruiting and analysis of new trainees.

3:00pm – 4:00pm

Workshop – Building Predictive Models

In this workshop, learn how to use Eureka to analyze characteristics of a body of contacts that have a known outcome and leverage that information to build scores for predicting potential outcomes.

4:00pm – 5:00pm

Product Roadmap – Eureka 9.4, Santa Cruz, and Beyond

Announcing the release of Eureka 9.4 with Semantic Building Block functionality, previewing work on Eureka version 10 (code named Santa Cruz), and a view into future concepts.

6:00pm – 6:30pm

Cocktail Reception on the Beach

@ Sunsets Pavilion

6:30pm – 8:30pm

Dinner on the Beach

@ Sunsets Pavilion

8:30pm – 11:00pm

SOWFLO – Reggae Concert on the Beach

@ Sunsets Tequila Lounge Original Rock Reggae from Southwest Florida

8:00am – 9:00am

Breakfast

9:00am – 10:00am

Keynote 1 – A View into the Future of Customer Engagement

Donna Fluss, DMG Consulting, and Craig Reines of CallMiner (ex. Vodafone and Clearwire), will present their views on the top future contact center initiatives that you need to be thinking about and planning for over the next 2-3 years.  This will be followed by a lively question and answer session moderated by CallMiner’s Founder and CTO, Jeff Gallino

9:00am – 10:00am

Keynote 2 – Avoiding CFPB Complaints with Analytics

Debt collectors generate and store millions of rich pieces of data daily. But the data goes untouched. Unstudied. Unexamined; and the collector’s most valuable resource sits dormant. Data analytics can help collectors monitor and reduce compliance risk. It can also drive revenue. In this session, compliance experts John Bedard and Jessie Skibbe will review the most common CFPB complaints and explore how turning data into effective performance metrics and creating statistics that drive operational decisions, can improve compliance and increase collector performance.

10:00am – 11:00am

Driving Customer Service Excellence

Learn how these customer service-leading organizations have integrated contact analytics into their efforts to ensure a positive customer experience.

10:00am – 11:00am

Maximizing Metadata – Use and Results

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.

11:00am – 11:15am

Break

11:15am – 12:15pm

Expert Panel – Compliance Management Through Analytics

Hear how this panel of CallMiner users have overhauled their compliance management system leveraging the results from speech analytics.  Members of the panel will recount how this move helped them through regulatory audits such as those with the CFPB

11:15am – 12:15pm

First Call Resolution – Putting Eureka to Work

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

12:15pm – 1:15pm

Lunch

1:15pm – 2:15pm

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.

1:15pm – 2:15pm

API Primer – Because it’s Your Data

CallMiner’s Application Programmable Interfaces allow you to pull contact analytics data for analysis or integration in to third party systems. CallMiner product team members will review the basics – What is the API – What are the benefits of using the API – What are the key capabilities of the API – Example code for using the API

2:15pm – 3:15pm

Functional Breakout Session – Collections

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

2:15pm – 3:15pm

Functional Breakout Session – Customer Service

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

2:15pm – 3:15pm

Functional Breakout Session – Sales

Join your peers for a structured discussion around challenges, objectives and best practices in using speech analytics to elevate sales performance.

3:15pm – 3:40pm

Partner Raffle and Closing Comments

3:40pm – 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.

3:40pm – 4:30pm

Product Enhancement Normative Ranking

In this session, the CallMiner product team will solicit input from analysts or other users on the challenges they face in attempting to accomplish their business objectives or program initiatives using the CallMiner family of 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 2014

9:30am – 10:30am

Keynote – Improving the Call Center Experience

In this keynote address, Don Peppers will provide a compelling analysis of the new competitive landscape, drilling down to specific strategies relevant to every business operating a call center. Key points will include:
– Why customer-centric business represents a new dimension of competition;
– The importance of delivering a “frictionless” call-center experience; and
– The two components of customer trust – competence and good intentions

10:45am – 11:45am

Effectively Managing Analytics in Your Organization

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

12:45pm – 1:45pm

Pervasive BI

Empowering Agents with Analytical Feedback

Studies have shown how the broad distribution of analytical data to the frontline results in higher performing organizations, faster. Hear from CallMiner customers who are delivering analytical driven performance data directly to agents through myEureka and what impact this has had on agent performance, morale, and agent retention.

1:45pm – 2:45pm

Improving Sales & Collector Effectiveness

Hear how these CallMiner gurus are improving agents’ close rates and generating more topline revenue in either sales or collections scenarios.

3:00pm – 4:00pm

Tenure Breeds Success

Agent attrition continues to be one of the biggest challenges contact centers face. Experienced agents are more efficient, drive resolution, and deliver better customer experience.  Learn how The Results company is employing best practices and analytics to build high performing teams through successful recruiting and analysis of new trainees.

4:00pm – 5:00pm

Product Roadmap – Eureka 9.4, Santa Cruz, and Beyond

Announcing the release of Eureka 9.4 with Semantic Building Block functionality, previewing work on Eureka version 10 (code named Santa Cruz), and a view into future concepts.

DAY 3

9:00am – 10:00am

Keynote 1 – A View into the Future of Customer Engagement

Donna Fluss, DMG Consulting, and Craig Reines of CallMiner (ex. Vodafone and Clearwire), will present their views on the top future contact center initiatives that you need to be thinking about and planning for over the next 2-3 years.  This will be followed by a lively question and answer session moderated by CallMiner’s Founder and CTO, Jeff Gallino

9:00am – 10:00am

Keynote 2 – Avoiding CFPB Complaints with Analytics

Debt collectors generate and store millions of rich pieces of data daily. But the data goes untouched. Unstudied. Unexamined; and the collector’s most valuable resource sits dormant. Data analytics can help collectors monitor and reduce compliance risk. It can also drive revenue. In this session, compliance experts John Bedard and Jessie Skibbe will review the most common CFPB complaints and explore how turning data into effective performance metrics and creating statistics that drive operational decisions, can improve compliance and increase collector performance.

10:00am – 11:00am

Driving Customer Service Excellence

Learn how these customer service-leading organizations have integrated contact analytics into their efforts to ensure a positive customer experience.

11:15am – 12:15pm

Expert Panel – Compliance Management Through Analytics

Hear how this panel of CallMiner users have overhauled their compliance management system leveraging the results from speech analytics.  Members of the panel will recount how this move helped them through regulatory audits such as those with the CFPB

1:15pm – 2:15pm

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.

2:15pm – 3:15pm

Functional Breakout Session – Collections

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

2:15pm – 3:15pm

Functional Breakout Session – Customer Service

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

2:15pm – 3:15pm

Functional Breakout Session – Sales

Join your peers for a structured discussion around challenges, objectives and best practices in using speech analytics to elevate sales performance.

3:15pm – 3:40pm

Partner Raffle and Closing Comments

3:40pm – 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 2014

9:30am – 10:30am

Keynote – Improving the Call Center Experience

In this keynote address, Don Peppers will provide a compelling analysis of the new competitive landscape, drilling down to specific strategies relevant to every business operating a call center. Key points will include:
– Why customer-centric business represents a new dimension of competition;
– The importance of delivering a “frictionless” call-center experience; and
– The two components of customer trust – competence and good intentions

10:45am – 11:45am

Identifying Quick Wins

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, and importantly, how to quantify the impact of optimizations or issues identified

12:45pm – 1:45pm

Workshop – Building Accurate Categories

Join this workshop where Speech Analytics “Black-belts”  review tuning best practices to improve category accuracy and identify poor performing categories.  Preview the latest tools for improving category development.

1:45pm – 2:45pm

Automating Quality Monitoring and 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.

3:00pm – 4:00pm

Workshop – Building Predictive Models

In this workshop, learn how to use Eureka to analyze characteristics of a body of contacts that have a known outcome and leverage that information to build scores for predicting potential outcomes.

4:00pm – 5:00pm

Product Roadmap – Eureka 9.4, Santa Cruz, and Beyond

Announcing the release of Eureka 9.4 with Semantic Building Block functionality, previewing work on Eureka version 10 (code named Santa Cruz), and a view into future concepts.

DAY 3

9:00am – 10:00am

Keynote 1 – A View into the Future of Customer Engagement

Donna Fluss, DMG Consulting, and Craig Reines of CallMiner (ex. Vodafone and Clearwire), will present their views on the top future contact center initiatives that you need to be thinking about and planning for over the next 2-3 years.  This will be followed by a lively question and answer session moderated by CallMiner’s Founder and CTO, Jeff Gallino

9:00am – 10:00am

Keynote 2 – Avoiding CFPB Complaints with Analytics

Debt collectors generate and store millions of rich pieces of data daily. But the data goes untouched. Unstudied. Unexamined; and the collector’s most valuable resource sits dormant. Data analytics can help collectors monitor and reduce compliance risk. It can also drive revenue. In this session, compliance experts John Bedard and Jessie Skibbe will review the most common CFPB complaints and explore how turning data into effective performance metrics and creating statistics that drive operational decisions, can improve compliance and increase collector performance.

10:00am – 11:00am

Maximizing Metadata – Use and Results

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.

11:15am – 12:15pm

First Call Resolution – Putting Eureka to Work

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

1:15pm – 2:15pm

API Primer – Because it’s your Data

CallMiner’s Application Programmable Interfaces allow you to pull contact analytics data for analysis or integration in to third party systems. CallMiner product team members will review the basics – What is the API – What are the benefits of using the API – What are the key capabilities of the API – Example code for using the API

2:15pm – 3:15pm

Functional Breakout Session – Collections

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

2:15pm – 3:15pm

Functional Breakout Session – Customer Service

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

2:15pm – 3:15pm

Functional Breakout Session – Sales

Join your peers for a structured discussion around challenges, objectives and best practices in using speech analytics to elevate sales performance.

3:15pm – 3:40pm

Partner Raffle and Closing Comments

3:40pm – 4:30pm

Product Enhancement Normative Ranking

In this session, the CallMiner product team will solicit input from analysts or other users on the challenges they face in attempting to accomplish their business objectives or program initiatives using the CallMiner family of products. The participating users will have an opportunity to clarify requirements and rank the importance of various enhancements.

 

KEYNOTE SPEAKERS

ENTERTAINMENT & ACTIVITIES

Gold Sponsors

TelStrat

TelStrat® develops comprehensive call recording and workforce optimization (WFO) solutions for capturing customer interaction, knowledge-mining call content, maximizing agent performance, and streamlining workforce management.

Gryphon Networks

Companies with dispersed sales teams depend on Gryphon to optimize sales performance and eliminate regulatory risk. Gryphon’s cloud-based technology automatically collects and analyzes call data from any device to transform sales activity into actionable sales intelligence.

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

Interested in becoming a sponsor?

Sponsors of LISTEN 2014 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

LOEWS DON CESAR HOTEL - ST. PETE BEACH, FL

CallMiner is hosting its sixth 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.

CallMiner has secured a special room rate for the event of $179 per night
Reserve your room now before the room block is filled.

RESERVE NOW

or call 800-282-1116 and reference CallMiner Listen 2014

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