APAC. POWERING Your Business

Transcription

1 2015 APAC POWERING Your Business

2 2015 POWERING Your Business Welcome to SNUG 2015, our 4th annual Select Noble Users Group event for the APAC region. This year s theme, Powering Your Business, reflects how Noble s customer contact technologies help you manage the hallmarks of today s contact centre operations and enable your business to face these challenges: making more contacts; improving the customer experience; maintaining compliance; and increasing efficiencies. Our goal is to provide an interactive environment where you can explore how your unified Noble solutions give you the information you need to make decisions and the advanced tools to execute your strategies, allowing you to focus on growing your business. We hope that you take advantage of the exclusive access SNUG offers to Noble s product experts, other users and industry specialists. Through the conference s dynamic workshops and networking opportunities, you can share challenges, successes and best practices, learn about new solutions and how they can impact your business and gain knowledge and take-aways to apply to your operations. We would also like to thank all of our speakers, presenters and guests for their participation.

3 General Info SNUG Information Desk The SNUG Information and Registration Desk is the place to come for answers to your questions regarding all conference activities. Conference Badges Attendees (including speakers and guests) are requested to wear their badges at all times during the conference. Your badge is your admission to sessions and networking events. Information Mobile Phones As a courtesy for guests and presenters, we ask that you turn off your mobile phone ringers whilst you are in conference sessions. If you must use your phone, please leave the room before doing so. Wireless Internet Access Wi-Fi is available. Complimentary codes are available from the SNUG Information Desk or the hotel reception desk. Get Connected to Noble Systems Subscribe to updates or our RSS feed at 2

4 Wednesday 3Agenda Registration Open 11:30 Welcome Ashley Clayton Keynote Address Afterburner, General Charles Campbell Noble Systems Global Update Chris Hodges 13:00 Lunch 14:00 14:45 10 Tips to Impact Contact Centre Performance Latest ShiftTrack in Action 15:30 Break Thursday Using Analytics to Improve the Customer Experience What s New in Maestro, Harmony & Composer 16:00 Focus Group: Creating Effective Contact Strategies 16:30 Focus Group: Building a Better Agent Experience 17:00 Networking 18:00 Canapés and SNUG Awards Evening 9:00 Coffee and Tea 9:30 Noble Product Roadmap Update 11:00 Break 10:30 Using ShiftTrack to Effectively Schedule Activities 11:00 Break Increasing Productivity with Unified Agent Desktop 11:15 Managing the Omni-Channel Customer Experience 12:15 Panel Q & A and Closing Summary 13:00 Networking Lunch 14:00 end Breaks and lunches will be served in the Malibu Lobby.

5 Conference Rooms Featured Speakers Charles Campbell President, Executive Consultant, Retired Brigadier General, USAF Keynote Charles Campbell, call sign Chaz, is the President of Afterburner University and the most senior member of the Afterburner Team. He recently retired from active service having achieved the rank of Brigadier General and accumulating over 30 years of service in the US Air Force and the Florida Air National Guard. During his career Chaz has commanded at all levels of the Air Force structure, including his last assignment as the Vice Commander of Air Forces North, First Air Force where he dealt with the Can t fail high pressure environment of Air Defense of the entire United States airspace. Chaz is a graduate of the US Air Force Fighter Weapons School and was selected as an instructor in the most elite of the Air Force fighter schools. He designed and commanded the first fighter Air National Guard Instructor Pilot Associate program. Chaz now shares his experiences and leadership lessons with Afterburner clients and students in the Afterburner U niversity. He was handpicked in 2007 to lead the Afterburner University, where he develops and executes the highly successful curriculum of the Flawless Execution SM program. Ian Aitchison CEO Asia Pacific Region of COPC Inc. Ian Aitchison is the CEO of the Asia Pacific (APAC) region of COPC Inc. and has great expertise in Asian and Australian contact centre operations, having worked extensively throughout the region. He has nearly twenty years of experience in the customer experience and contact centre industry, marked by the consistent delivery of quality, service and process improvement that is the hallmark of the COPC Family of Standards. His industry expertise includes technology, financial services, telecommunications, government, collections, credit card and insurance industries. In addition to leading the Asia Pacific region, Ian has provided training and consulting advice to more than 25% of the world s top 50 brands. He is a senior auditor for the COPC CSP Standard, is a qualified Six Sigma trainer and has been a member of the judging panel for the Malaysian Contact Centre of the Year Awards since

6 Wednesday Session Info Welcome, Keynote & Global Update 11:30-13:00 Welcome message by Ashley Clayton, General Manager of Noble Systems Australia. Charles Chaz Campbell of Afterburner will deliver the Keynote Address Executing at Mach II. Learn how to Execute in the fast-paced world of today s business using the key tools of elite military professionals: collaborative planning, conducting the briefing to align the team, planning for Task Saturation and learning from every aspect of the mission through the debriefing. Noble s Global update will be presented by Chris Hodges. Audience: All conference attendees Location: Malibu 10 Tips to Impact Contact Centre Performance 14:00-14:30 This session is a must-see for anyone looking to improve contact centre productivity. Put our 25+ years of contact centre experience to work for you with these 10 tips and tools that can help you get more from your operations every day. Learn how campaign strategies, industry resources, agent motivation, operational rules and other ideas can make an immediate positive impact on your business. Presenters: Ellwood Neuer, Norbert Bek Audience: Operations, Managers and Team Leaders looking for take-aways to improve centre productivty and results Location: North Break Using Analytics To Improve the Customer Experience 14:00-14:30 Every customer interaction provides the opportunity to gather intelligence that can be applied to improve processes and increase customer satisfaction. Noble can help you automate the analytics process so that you can learn from every contact. Voice and video recording, speech analytics with real-time and post-call screening and scoring and QA evaluation scorecards allow you to identify service needs and respond quickly, make more informed decisions and manage quality and compliance. Presenters: Jason Ouimette, Sarah Lalor Audience: Operations and Managers interested in analysing interactions to improve service, training and compliance Location: South Break Latest ShiftTrack in Action 14:45-15:45 ShiftTrack WFM Demo session led by our SE and Technical Training experts a look at the latest version of Noble s Workforce Management offering for intelligent forecasting and scheduling for the contact centre. Presenter: Matt Elliott Audience: Organisations using ShiftTrack or interested in adding WFM to their Noble feature set Location: North Break What s New in Maestro, Harmony and Composer 14:45-15:45 What s New in Noble s flagship Contact Centre Solution products? You ll find out in this seminar highlighting the top things you need to know about the latest features and tools for Noble s Customer Interactions solutions. Presenter: Jason Ouimette Audience: Existing Noble Enterprise Contact Centre users or organisations interested in adding Noble UC technologies Location: South Break Focus Group: Creating Effective Contact Strategies 16:00-16:30 Maximising contacts whilst optimising efficiencies and staying compliant is an on-going challenge. Sit down with your peers in this forum to share and discover the best practices, tactics and tools that have helped grow customer contacts and achieve campaign goals. The open discussion may include common solutions, pacing & performance, list management, call treatments, best time to call and more. Moderator: Tim Huggins Audience: All conference attendees Location: Malibu Focus Group: Building a Better Agent Experience 16:30-17:00 Agent attrition is one of the contact centre s biggest costs, from lost productivity and recruiting and training new employees. In this forum, users can share their experiences for managing, training and motivating agents to build a strong team. Initiatives such as better recruiting, schedule management, unified workflows, script recording, monitoring & training, work-from-home, recognition programs and other tools can all help make the agent s job easier and less stressful and result in increased retention. Moderator: Tim Huggins Audience: All conference attendees Location: Malibu 5 Networking & Refreshments, SNUG Awards 17:00-21:00 Malibu and Martini Terrace

7 Thursday Noble Product Roadmap Update 9:30-10:15 Noble Systems offers a wide-range of solutions for your contact centre operations. This session will highlight Noble s product roadmap for our award-winning agent desktop, automated services, campaign management, analytics and reporting tools, including new features and tools and future development plans. Presenters: Jason Ouimette, Ellwood Neuer Audience: All conference attendees Location: Malibu Using ShiftTrack to Effectively Schedule Activities 10:30-11:00 Every Contact Centre Operation needs to conduct non-phone based activities, whether it is making or responding to or SMS, or performing training, conducting meetings, etc. What is the best approach to managing these activities when you need to schedule for many agents either in groups or individually? ShiftTrack has the ability to make it easier and more importantly, efficient. Presenter: Matt Elliott Audience: Workforce Managers who need to schedule non-phone based activities Location: North Break Increasing Productivity with a Unified Agent Desktop 10:30-11:00 Noble helps you maximise agent productivity by unifying the Agent Desktop, resulting in faster handle times, increased customer satisfaction and higher productivity. This session explores Noble s software integration tools, including using Web Services to respond more quickly to new opportunities, embedding or wrapping the Noble Agent toolset within CRM/ third-party applications to streamline workflow and using realtime feeds, data dips and sharing to exchange information. Presenter: Ellwood Neuer Audience: Workflow or Data Managers Location: South Break Session Info Managing the Omni-Channel Customer Experience 11:15-12:15 Ian Aitchison, CEO Asia Pacific Region of COPC Inc. will review how the omni-channel customer experience is affecting traditional approaches to customer relationship management. Today more than ever, customers interact with companies in many ways, ranging from advertising to post-sales support. Ian will share COPC Inc. s global expertise in managing and improving the omni-channel customer experience for industries such as banking, IT, utilities, telecommunications and Government. Ian will explore Customer preferences, links between channels and measurement techniques as well as the impact on Customer Satisfaction and Net Promoter Score (NPS). Presenter: Ian Aitchison Audience: All conference attendees Location: Malibu Panel Q & A and Closing Summary 12:15-13:00 Open Q&A session with Noble s Executive and Management Panel. With its interactive format and direct answers to audience questions, the Panel of Experts is always a highly anticipated part of the conference. Closing summary by Ashley Clayton. Panelists: Chris Hodges (moderator), Ashley Clayton, Jason Ouimette, Tim Huggins, Matt Elliott, Ellwood Neuer Audience: All conference attendees Location: Malibu Networking Lunch 13:00-14:00 Malibu Lobby Key General Session WFM Track UC Track 6

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