Customer Contact Week Winter: See You All in Nashville!

We are all pretty excited about CallMiner’s participation at Customer Contact Week Winter, in Nashville January 15 – 18, 2019.  This is the 20th year of CCW events which hosts contact center and customer executives for workshops, keynotes, educational sessions and expo. You can see all smiles from me and Lauretta meeting Shark Tank expert Daymond John at the CCW Fall event. At next week’s event we will have a number of activities at the event featuring our CallMiner solution architects and customer service directors, as well as partners, and customers. I’m feeling like a proud father (at least from a marketing perspective) over the fact that two of our very successful speech analytics customers will be prominently featured. Check out below our list of activities during the 4-day event.

Workshop C, Wednesday, January 16, AI-Fueled Interaction Analytics Simplified: How Omni-Channel Analytics Technology Works and Applies Today

  • Workshop description: While some market segment have been late adopters to interaction (Omni-Channel) analytics (formerly referred to as speech analytics), there has been a lot of recent interest in the applied use of this AI Fueled technology for contact centers to support of number of use cases. The opportunities to improve agent performance, customer satisfaction, reduce operating costs, increase sales revenue and support regulatory compliance are very real. But how do you get there? This workshop will review the insights around implementing a Single or Omni-Channel analytics solution, including all the steps in the process. Participants will also hear an actual customer case study from the customer themselves and learn about the areas where most clients DO in fact see ROI and what they do to achieve it.

Join me, solutions architect Ryan Carrigan and customer service director Michael Hull as we share how customer Home Advisor/Angie’s List has launched its speech analytics program, the successes they have enjoyed to date and their road map for further use of this game changing technology. I am excited to have us joined at the workshop by Chad Schott, Vice President of Training at Home Advisor/Angie’s List to hear his customer perspective on their speech analytics journey and success.

I hope you can join us in this lively, interactive, and popular workshop that will take participants through an in-depth overview of how interaction analytics works, the evolving role of customer journey mapping and AI, a live demonstration of the technology, Chad’s case study on Home Advisor/Angie’s List use of speech analytics and a review of how the platform applies to the various industries and use cases. The How to Get the ROI from Your Contact Center with Engagement Analyticsworkshop will also include hands-on exercises in specific use cases and formulas to determine return on investment.

If you aren’t attending CCW next week, feel free to check out our webinar on this workshop topic we presented at CCW Fall featuring customer Praxidia.

Customer Speaker Spotlight: Marvie Wright

CCW conference attendees will also have an opportunity to hear thought leadership, customer experience expert and CallMiner “Hero” Marvie Wright, who is the Director of Sales/Leadership Training for Dialog Direct a division of Qualfon. Marvie will be a presenter in the Individual Discussion Group Tracks on the topic of Actionable Analytics titled “Speech Analytics: Metrics Built to Enhance Individual Agent Performance” taking place throughout Friday, January 18th. Marvie is a dynamic speaker and passionate about empowering call center agents create amazing customer experiences. Don’t miss it! See Marvie featured in Dialog Direct’s video below:


CCW Executive Club Tracks Host

For both January 17th and 18th, I will be the moderator of the CCW Executive Club tracks on Strategic Benchmarking for Executives in Customer Contact. These sessions run from 10:45am – 12:30pm on Thursday and Friday and feature speakers from ADP, Nationwide Insurance, and the American Cancer Society.

Demo Drive

If you were making it out to Nashville for the conference be sure to stop by and say hi to us in the CallMiner booth number 207 participate in the Thursday’s  9:20 am – 10:45 am Demo Drive demonstration sessions and qualify for an opportunity to win an Amazon Echo Show which we will raffle off at the conference.

Meet the Customers: Marvie and Chad

Come by again to meet both Chad and Marvie Friday morning from 9:20 am – 10:45 am for the conference’s “Meet the Customer” session.

Hope to see you in Nashville!