This year CallMiner is presenting our first annual WebinarStock, July 23rd through 25th. This virtual conference will cover a ranging of topics, expert speakers, partners and customers about better customer and agent experiences through speech analytics. This is a great opportunity to listen, watch, and learn the latest CX analytics information out there!
We are mirroring these events broadcast in US and UK friendly time zones, like a 3-day long concert, with themes each day highlighting:
- Tuesday, July 23rd Agent Performance and Contact Center Efficiency
- Wednesday, July 24th Artificial Intelligence and Machine Learning
- Thursday, July 25th Customer Experience
We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar!
Webinarstock Calendar of Events
Tuesday, July 23rd Agent Performance and Contact Center Efficiency
In our first day lineup of WebinarStock, we will be highlighting the importance of agent performance and contact center efficiency in your call centers. Speech analytics can reveal opportunities to streamline processes, eliminate unnecessary steps, and more effectively schedule and allocate human resources.
Employee Engagement Trends of 2019 featuring nGuvu
Employee engagement is a persistent problem at contact centers, as evidenced by high employee attrition rates, flat or declining sales, increased customer service complaints, and increased compliance violations. Hear from CallMiner and employee engagement experts nGuvu in a discussion of the employee engagement trends in 2019.
Zeroing in on Ideal Coaching Moments with Speech Analytics featuring Vivint
Join leading smart home service provider Vivint’s Ben Austin and Jacob Miller for an enlightening session on how they have designed and utilized automated speech analytics to extract KPI targeted scores and route those critical insights through an API to their own customized dashboard to track and coach on agent scoring/behaviors.
Creating Customer Service Super Agents with Data, Tech and Coaching featuring Forrester
In 2019, Forrester Research predicts customer service organizations will have to leverage three components of their contact center for success: automation, data, and agents. Join us and guest Kate Leggett, VP, Principal Analyst, Forrester Research as we discuss these trends as well as how they will help optimize the efficiency of your contact center operations, agent performance, and customer experience.
Can you Hear Me Now? How to Use SA to Close more Sales featuring JLodge
The telecommunications industry (cable, internet and digital phone) is one of the most competitive in the country, and has an estimated revenue of $90 billion for 2019.
Hear from J.Lodge, a recognized leader in contact center quality assurance and analytics, how they quickly launched, scaled, and adjusted tactics in their speech analytics programs to double close rates for a national telecommunications provider.
In addition, check out some additional tips on improving agent performance and operational efficiency within your call center.
Wednesday, July 24th Artificial Intelligence
On day 2, we have artificial intelligence and related technology taking center stage. Artificial intelligence is a hot topic as well as a fast-growing industry. According to Forbes, the industry is projected to reach $77.6 Billion in 2022. Check out the links and info below to see why AI is such a big deal in the modern business realm.
What Can AI Do To Help Your Business Today?
It’s all the buzz, but how can you sort through the hype to find out AI can really help your contact center? Join Vice President of AI Rick Britt and Senior Data Scientist Yang Liu as they break down the myth from reality on AI’s popularity and how you can turn the data captured in your call center into actionable insights.
Text and Speech Analytics are Not Created Equal
Speech analytics platforms have been trained on data derived from the spoken conversation and tuned for the unstructured nature of voice communication. In addition, a wide range of acoustics are in play to provide contextual accuracy. Join Vice President of AI Rick Britt and Data Scientist Kirsten Stallings as they dispel the myth that out-of-the-box text analytics works the same on speech data.
Leveraging Machine Learning in Conversational Analytics
We are excited to expose “real world AI” through actual model outputs and real business insights gained through Machine Learning! Hear from our VP of Artificial Intelligence Rick Britt and Data Scientist Jamie Brandon on what the CallMiner AI team is uncovering as the three foundational research areas leading to Conversational AI advance.
In addition, check out some additional ways artificial intelligence is changing the world of contact center and customer experience.
Thursday, July 26th Customer Experience
Customer experience is one of the most sought-after business opportunities for many companies. Although most companies desire to be a leader in CX, many do not take the necessary steps. Thursday’s theme of CX at WebinarStock will allow you to catch up on everything vital to great customer experience! We have a slightly different line up for UK and US Thursday, so please take note. Think of it like our Glastonbury festival day.
Stop Avoidable Customer Churn with Great Customer Experience featuring Rant n Rave
This webinar provides the perfect opportunity for business leaders, operations directors, call centre managers and anyone charged with the customer experience to understand the key issues uncovered and how they can be addressed. Join us to find out:
Generate and Accelerate ROI with Speech Analytics and Consulting Services featuring Ember Services
Ember Services and CallMiner invite you to an educational webinar on how through analytics you can unlock the value buried in your customer interactions and will also highlight customer examples of success. This webinar is designed to help you understand where analytics, both speech and chat, can deliver quick wins in the call centre, driving efficiency and agent performance, as well as sustained value across your business:
Tone Matters! Gain Insights on Sentiment Through Speech Analytics featuring Heather Hanson
For organizations invested in optimizing customer experience, having a deep understanding of customer sentiment is critical to crafting your agent skill sets, cx programs, processes, and services to best meet the needs and expectations of your customers! Watch Heather Hanson Esq., creator of the “Win with Words Assessment” and Brent Augustus, CallMiner Business Intelligence Analyst for an enlightening webinar on the importance and impact of tonality and customer sentiment in your contact center interactions:
How AI-fueled Speech Analytics is Rocking the World of Customer Experience featuring Forrester
Artificial Intelligence is a term that seems to be applied everywhere today. But what does it really mean for your contact center and ultimately the customer experience? It’s not just about technology! Watch this webinar with guest Forrester Research’s Ian Jacobs as we discuss all sorts of AI aspects:
Why Your Contact Centers are a CX Goldmine
The Voice of the Customer (VoC) and Voice of the Employee (VoE) captured with speech analytics offers a rich resource for CX insight across the customer journey. This webinar will highlight the goldmine of insights offered within speech analytics with case study examples that include how one organization combined their NPS survey results with speech analytics to improve customer retention and reduce agent attrition:
In addition, learn about maximizing positive outcomes whether that outcome is a sale, an answer to a question, or a resolution to an issue for better customer experiences: