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Insights to Outcomes

November 17-18

Noon-3:30 ET Each Day

Register Now

Slide Jeff Gallino CTO & Founder Full Bio
Video Message
Slide Paul Bernard President & CEO Full Bio
Video Message
Paul Bernard
Slide Bruce McMahon Vice President of Product Full Bio
Video Message
Bruce McMahon
Slide Adam Walton Chief Operating Officer Full Bio
Video Message
Adam Walton

Award Nominations Now Open!

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Overview

Learn, Share, Connect, Discuss

LISTEN 2020 Virtual is a free virtual conference, designed specifically for our CallMiner user community as an informative, highly engaging, multi-day interactive experience.

Utilizing our proven innovative virtual platform, attendees will not only have the ability to have live interactive conversations with peers, CallMiner teammates and partners alike but you will not have to miss a single one of the over 20 breakout sessions as all “live presentations” will convert to on-demand within hours of the actual live broadcast.

Insights to Outcomes

You spoke and we ”LISTENed”! You told us that while you love our events and the sharing of customer use cases, you would like more detail on the “how” to achieve similar results. Thus our “Insights to Outcome” themed user conference is designed to do exactly that. LISTEN 2020 Virtual will provide customer “practitioners” and leadership alike a variety of impactful topics to provide participants with deep insights on best practices, platform capabilities and partner ecosystems to help your organization drive optimal business outcomes.

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Product

Tune into sessions with CallMiner’s Product Management Team to learn the latest on CallMiner’s powerful analytics product suite

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AI

Sessions in this track will give attendees valuable knowledge on how to derive and apply AI insights to your organization’s modeling and data projects

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Solutions

Sessions in the Solutions track will provide methodologies and best practices know-how for analysts and program owners to achieve their own success based on popular use cases

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Collections

The CallMiner team will take session attendees through the steps to creating the ideal plays to support optimal, compliant and impactful revenue recovery outcomes

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Executive

Our Executive track is for leaders to learn from and with each other on topics designed to foster real, sustainable results from your organization’s interaction analytics initiatives

Who attends LISTEN?

Positions held by past attendees vary from Chief Information Officers, Vice Presidents and Directors of Customer Care, Quality, Compliance, Contact Center Operations, and Information Technology, to Program Managers, Quality Analysts, Speech or Business Analysts, and more.

Organizations that attend LISTEN

Attendees are from leading organizations in financial services, collections, performance marketing, utilities, business process outsourcers, travel & hospitality, communications, insurance, retail and healthcare.


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Speakers

We Bring Some of the Most Influential Voices in the Speech Analytics Industry

Interact with them in an intuitive professional virtual platform

Paul Bernard

Paul Bernard

President & CEO

CallMiner

Jeff Gallino

CTO, Founder

CallMiner

Adam Walton

Adam Walton

Chief Operating Officer

CallMiner

Eric Williamson

Eric Williamson

Chief Marketing Officer

CallMiner

Bruce McMahon

Bruce McMahon

Vice President of Product

CallMiner

Paul Bernard

Paul Bernard

President & CEO

CallMiner

Jeff Gallino

CTO, Founder

CallMiner

Adam Walton

Adam Walton

Chief Operating Officer

CallMiner

Eric Williamson

Eric Williamson

Chief Marketing Officer

CallMiner

Bruce McMahon

Bruce McMahon

Vice President of Product

CallMiner

Mike Dwyer

Mike Dwyer

Vice President, Research

CallMiner

Rick Britt

Rick Britt

Vice President of Artificial Intelligence

CallMiner

Brian LaRoche

Brian LaRoche

Director, Event & Field Marketing

CallMiner

Yang Liu

Yang Liu

Senior Data Scientist

CallMiner

Chris Jones

Chris Jones

Senior Data Scientist

CallMiner

Micaela Kaplan

Micaela Kaplan

Data Scientist

CallMiner

Anya Korneyeva

Anya Korneyeva

Senior Research Engineer

CallMiner

Jason McKay

Jason McKay

Product Manager

CallMiner

Nick Rowe

Nick Rowe

Customer Success Director, EMEA

CallMiner

Russ Riley

Business Intelligence Manager

Dell

Renee Hodgin

Renée Hodgin

Voice Analytics Business Scientist

Dell

Christine Larsen

VP Agent Experience for Channel Operations

SiriusXM

Emre Kazim

Emre Kazim

Senior Research Fellow in Computer Science

University College London

Karen Alasin

Karen Alasin

Senior Business Analyst

CallMiner

Alexis Kitchen

Alexis Kitchen

Product Manager

CallMiner

Allyson Keown

Allyson Keown

Business Analyst

CallMiner

Jamie Brandon

Jamie Brandon

Data Scientist

CallMiner

Bryan Trice

Bryan Trice

Business Analyst

CallMiner

Conrad Liburd

Conrad Liburd

Research Engineer

CallMiner

Lauretta Campestre

Sr. Director, Customer Success

CallMiner

Misty Mastracco

Sr. Director, Customer Success

CallMiner

Kirsten Stallings

Kirsten Stallings

Data Scientist

CallMiner

Kate Davis

Customer Engagement Manager

CallMiner

Steve Chirokas

Director Product & Channel Marketing

CallMiner

Mike Hull

Mike Hull

Customer Success Director

CallMiner

Shannon Brown-Hess

Shannon Brown-Hess

Customer Success Director

CallMiner

Dave Learoyd

Dave Learoyd

Director, Business Planning and Analysis

CallMiner

Tiffany Leonard

Tiffany Leonard

Customer Success Director

CallMiner

Adam McCord

Adam McCord

Business Analyst

CallMiner

David Kiszka

David Kiszka

Customer Success Director

CallMiner

Dennis Morse

Dennis Morse

Customer Success Director

CallMiner

Lynsie Sutton

Customer Success Director

CallMiner

Kristin Ladia

Kristin Ladia

Product Analyst

CallMiner

Jami Kalmbach

Customer Success Director

CallMiner

David Christopher

David Christopher

Director of Customer Education

CallMiner

Jennifer Buffaloe

Jennifer Buffaloe

Senior Director, Customer Success

CallMiner

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DAYS

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BREAKOUT SESSIONS

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USER DRIVEN CONTENT HOURS

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ATTENDEES


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Fun Activities


What would be a LISTEN event without a little fun?

We may be virtual but that is not stopping us from providing some entertainment!


Escape Room

See what the mad geniuses in CallMiner’s Business Analyst Group have cooked up for this year’s Escape Room “Virtual” Challenge. You won’t want to miss it!


Scavenger Hunt

Play our Scavenger Hunt game and find as many items as possible to get yourself in the running for prize opportunities provided by CallMiner and its sponsor community. Good Luck!


Caricature Artist

Memorialize your LISTEN 2020 Virtual experience with a free caricature depiction of yourself at our Caricature Kiosk. There’s no waiting or posing. Simply upload your image, (selfie or portrait) and tell our talented pool of artists how you would like to be rendered. It’s a must have keepsake!


Trivia

Play LISTEN’s Virtual Trivia contest. Make note of general and breakout track presentations, sponsor booth details and content and be ready to answer those trivia questions to rack up points and prize opportunities!



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Agenda

Day 1 - Tuesday, November 17
11:00 AM - 12:00 PM EST
Product Exhibit Hall Hour
12:00 PM - 1:30 PM EST
  • Welcome & Event Overview
  • Opening Keynote - CallMiner’s Jeff Gallino & Bruce McMahon
  • Entertainment Break
  • Fireside Chat: “How Dell Drives Outcomes Through Analytics”
1:30 PM - 3:30 PM EST
Product
  • Omnichannel Analytics
  • Leveraging the Emotion Suite
Collections
  • Risk & Compliance Playbook
  • Payment Ask Playbook
AI
  • EthX: Discussing Our Impact on Agents, Customers and Our Society
  • Research Roundtable- Upcoming Research Projects at CallMiner
Solutions
  • Agent Efficiency Playbook– Production Through Reduction
  • Creating a ‘Best Practice Calls’ Score and Monitoring Category Variances
Solutions
  • Agent Efficiency Playbook– Production Through Reduction
  • Best Practices in Setting Score and Call Variances
Executive
  • Evolving Your Speech Analytics Program with the Maturity Model
  • Honing your ROI Analysis on Speech Analytics
3:30 PM - 4:30 PM EST
"After Hours" Trivia Session
Day 2 - Wednesday, November 18
11:00 AM - 12:00 PM EST
Product Exhibit Hall Hour
12:00 PM - 1:15 PM EST
  • CallMiner Executive Fireside Chat
  • How SiriusXM "Tunes In" to the Voice of Their Customer
1:15 PM - 3:15 PM EST
Executive
  • Differentiating your Organization in the Marketplace with Speech Analytics
  • Executive Roundtable – Dealing with the Health Crisis
  • BPO Industry Roundtable Discussion
Product
  • Unlock the Power of Great Storytelling with Visualize
  • Driving Meaningful Change with Coach
Collections
  • Collector Effectiveness Playbook
  • Collections Industry Round Table
  • Auto QA Playbook
AI
  • Detecting Outliers from Eureka Data with Python
  • “Data Scientists: They’re Just Like Us!”
Solutions
  • Coach Roll Out Strategies
  • Foundations of Scorecard Creation
3:15 PM - 3:30 PM EST
Closing Session - Awards, Closing Thoughts, Prizes, and LISTEN 2021 Reveal

At a glance

Day 1 - Tuesday, November 17
11:00 AM - 12:00 PM EST
Product Exhibit Hall Hour
12:00 PM - 1:30 PM EST
  • Welcome & Event Overview
  • Opening Keynote - CallMiner’s Jeff Gallino & Bruce McMahon
  • Entertainment Break
  • Fireside Chat: “How Dell Drives Outcomes Through Analytics”
1:30 PM - 3:30 PM EST
Product
  • Omnichannel Analytics
  • Leveraging the Emotion Suite
Collections
  • Risk & Compliance Playbook
  • Payment Ask Playbook
AI
  • EthX: Discussing Our Impact on Agents, Customers and Our Society
  • Research Roundtable- Upcoming Research Projects at CallMiner
Solutions
  • Agent Efficiency Playbook– Production Through Reduction
  • Creating a ‘Best Practice Calls’ Score and Monitoring Category Variances
Solutions
  • Agent Efficiency Playbook– Production Through Reduction
  • Best Practices in Setting Score and Call Variances
Executive
  • Evolving Your Speech Analytics Program with the Maturity Model
  • Honing your ROI Analysis on Speech Analytics
3:30 PM - 4:30 PM EST
"After Hours" Trivia Session
Day 2 - Wednesday, November 18
11:00 AM - 12:00 PM EST
Product Exhibit Hall Hour
12:00 PM - 1:15 PM EST
  • CallMiner Executive Fireside Chat
  • How SiriusXM "Tunes In" to the Voice of Their Customer
1:15 PM - 3:15 PM EST
Executive
  • Differentiating your Organization in the Marketplace with Speech Analytics
  • Executive Roundtable – Dealing with the Health Crisis
  • BPO Industry Roundtable Discussion
Product
  • Unlock the Power of Great Storytelling with Visualize
  • Driving Meaningful Change with Coach
Collections
  • Collector Effectiveness Playbook
  • Collections Industry Round Table
  • Auto QA Playbook
AI
  • Detecting Outliers from Eureka Data with Python
  • “Data Scientists: They’re Just Like Us!”
Solutions
  • Coach Roll Out Strategies
  • Foundations of Scorecard Creation
3:15 PM - 3:30 PM EST
Closing Session - Awards, Closing Thoughts, Prizes, and LISTEN 2021 Reveal

Tuesday, November 17

11:00 AM - 12:00 PM EST

Product Exhibit Hall Hour

Exhibit Hall - Explore the Exhibit Hall

12:00 PM - 12:10 PM EST

Brian LaRoche

Welcome & Event Overview

Brian LaRoche - Director, Event & Field Marketing

12:10 PM - 12:45 PM EST
12:45 PM - 12:50 PM EST

Brian LaRoche

Entertainment Break

Brian LaRoche - Director, Event & Field Marketing

12:50 PM - 1:25 PM EST
1:30 PM - 2:30 PM EST

Breakout Sessions

2:30 PM - 3:30 PM EST

Breakout Sessions

Executive

Honing your ROI Analysis on Speech Analytics

Lauretta Campestre
Sr. Director, Customer Success

Dave Learoyd
Director, Business Planning and Analysis

Product

Leveraging the Emotion Suite

Jason McKay
Product Manager

Yang Liu
Senior Data Scientist

AI

Research Roundtable: Upcoming Research Projects at CallMiner

Yang Liu
Senior Data Scientist

Conrad Liburd
Research Engineer

Micaela Kaplan
Data Scientist

Anya Korneyeva
Senior Research Engineer

Chris Jones
Senior Data Scientist

Kirsten Stallings
Data Scientist

Mike Dwyer
Vice President, Research

Rick Britt
Vice President of Artificial Intelligence

Collections

Payment Ask Playbook

Adam McCord
Business Analyst

Lynsie Sutton
Customer Success Director

3:25 PM - 3:30 PM EST

Brian LaRoche

Wrap Up

Brian LaRoche - Director, Event & Field Marketing

3:30 PM - 4:30 PM EST

Rick Britt

Trivia Session

Rick Britt - Vice President of Artificial Intelligence

Wednesday, November 18

11:00 AM - 12:00 PM EST

Product Exhibit Hall Hour

Exhibit Hall - Explore the Exhibit Hall

12:00 PM - 12:05 PM EST

Brian LaRoche

Welcome to LISTEN Day 2

Brian LaRoche - Director, Event & Field Marketing

12:05 PM - 12:35 PM EST
12:35 PM - 12:40 PM EST

Brian LaRoche

Entertainment Break

Brian LaRoche - Director, Event & Field Marketing

12:40 PM - 1:10 PM EST
1:15 PM - 2:10 PM EST

Breakout Sessions

Collections

Collector Effectiveness Playbook

Jami Kalmbach
Customer Success Director

Lacey Haynes
Business Analyst

Solutions

Coach Roll Out

Mike Hull
Customer Success Director

Jennifer Buffaloe
Senior Director, Customer Success

Jason McKay
Product Manager

AI

Detecting Outliers from Eureka Data with Python

Mike Dwyer
Vice President, Research

Chris Jones
Senior Data Scientist

Collections

Collections Industry Executive Roundtable

Rick Britt
Vice President of Artificial Intelligence

Tiffany Leonard
Customer Success Director

Executive

Differentiating your Organization in the Marketplace with Speech Analytics

Lauretta Campestre
Sr. Director, Customer Success

Shannon Brown-Hess
Customer Success Director

Lynsie Sutton
Customer Success Director

Brian LaRoche
Director, Event & Field Marketing

2:15 PM - 3:10 PM EST

Breakout Sessions

Collections

Auto QA Playbook

Karen Alasin
Senior Business Analyst

Tiffany Leonard
Customer Success Director

Solutions

Foundations of Scorecard Creation

David Christopher
Director of Customer Education

Executive

Executive Roundtable – Dealing With the COVID Health Crisis

Kate Davis
Customer Engagement Manager

Steve Chirokas
Director Product & Channel Marketing

Executive

BPO Industry Executive Roundtable

Lauretta Campestre
Sr. Director, Customer Success

Lynsie Sutton
Customer Success Director

Shannon Brown-Hess
Customer Success Director

3:15 PM - 4:00 PM EST

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What our attendees say

“Thank you for holding a 1st class virtual conference. Good selection of top-notch industry speakers. Thanks for making it easy to join, participate and refer back to the conference sessions.”


“I appreciate that I’ll be able to see the other sessions as you never know what insights they might give! While networking was more challenging virtually, you all should be proud of this conference. You gave it that CallMiner feel virtually!”


“I was pleasantly surprised at how much I took away from the conference.”


“I was impressed at how much knowledge and insight I gained as a first-time attendee”

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