AMERICAS GET CONNECTED

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1 AMERICAS GET CONNECTED

2 GET CONNECTED Welcome to SNUG 2017! Our Select Noble Users Group is designed to help you get connected with your Noble products, with other Noble users facing the same business challenges you face, and with the Noble team. We are honored that you have chosen to join us for our 16th annual conference. Our goal is deliver educational sessions, interactive forums, and networking opportunities in a knowledge-sharing environment, giving you actionable takeaways to help your business improve performance and results and build stronger customer interactions. Jim Noble Jr 1 View the online conference agenda.

3 General Info SNUG Information Desk The SNUG Information Desk is the place to come for answers to your questions regarding conference activities. Desks are located on the 2nd floor by the Hunter Ballroom and on the 3rd floor by the Harbor Rooms. 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 meals, workshops, sessions, and networking events. Mobile Phones As a courtesy for guests and presenters, we ask that you turn off your mobile phone ringers while you are in conference sessions. If you must use your phone, please leave the room before doing so. Connect to Noble Systems Get updates on Noble news, events, and products at Visit Find us on social media. Get Connected... In addition to our educational sessions, SNUG offers a number of opportunities for you to connect with your Noble solution, with other users, and with the Noble team so you can get the most from your conference experience. Demos Want to learn more about Noble features or see new tools in action? Get a live, oneon-one demonstration at our Demo Desks, hosted by our Solutions Engineering team. Desks are closed during general sessions. Noble Gurus Do you have a specific product question or want to know how to use a feature more effectively? Visit the Guru Lounge and let our product experts share their knowledge, leading you on the journey to enlightenment. Networking Lounge Take a break to sit down and talk with other users or meet with your account managers in our networking lounge, or get some fresh Florida air on the balconies or in our tent by the beach. 2

4 Featured Speakers Les Brown Keynote Les Brown is an internationally recognized speaker and CEO of Les Brown Enterprises, Inc. He is also the author of the highly acclaimed and successful books, including Live Your Dreams and It s Not Over Until You Win. Les is the former host of The Les Brown Show, a nationally syndicated daily television talk show which focused on solutions rather than problems. Les is one of the nation s leading authorities in understanding and stimulating human potential. Utilizing powerful delivery and newly emerging insights, Les will teach, inspire, and channel you to new levels of achievement. Nancy Jamison Principal Analyst, Frost & Sullivan Nancy Jamison is a Principal Analyst with the Digital Transformation group at Frost & Sullivan. She covers all areas of customer contact, as well as speech technologies and digital transformation. Nancy s 35 years of industry experience include four years at Frost & Sullivan, 15 years at Jamison Consulting, five years with Gartner Group and Dataquest, and 13 years at Siemens/ROLM. John Bedard Managing Attorney, Bedard Law Group, PC John H. Bedard Jr is the managing attorney of Bedard Law Group, P.C. John represents creditors, asset buyers, and debt collectors helping them stay in compliance with state and federal laws. He also manages the nationwide litigation for several collection agencies and focuses his litigation practice on FDCPA, TCPA, and FCRA defense. In addition, John s practice focuses on defending regulatory actions, including CFPB investigations, and he travels the country performing CFPB readiness assessments for the collection industry. He received his law degree from the Syracuse University College of Law and his undergraduate degree in Economics from the Pennsylvania State University. Michele Shuster Attorney, Mac Murray & Shuster LLP Michele Shuster is a Partner at Mac Murray & Shuster LLP, where she brings extensive experience working with clients of all sizes involved in highly regulated industries. Michele represents clients in consumer protection matters before the FTC, FCC, and state attorneys general, in addition to conducting regulatory compliance audits and providing counsel on advertising and privacy issues. Select Noble Advisory Panel Cardworks Servicing Donald Jackson Dollar Financial Bruce Hale Equifax Earl Washington Hair Club Michele Santagata Huntington Bank Dave Mortenson Navy Federal Credit Union Holly Sweeney Regions Bank Ben Russell Synchrony Financial Heather Crawford 3 Tiger Financial Anthony Coombs Williams & Fudge Phillip Reynolds

5 Wednesday 2.00pm 2.45pm Small Group Meetings Join us for these special small group sessions, presented in more targeted environment where you can get ask questions and get answers to learn more about Noble Systems or to focus on your IQ or WFM solutions. Noble IQ Users Harbor A Moderators: Jim Texter & Josh Wilsie New to Noble Harbor B Moderators: Jim Bass & Guy Williams Noble WFM Users Harbor C Moderators: Ellwood Neuer & Matt Schock 3.00pm 4.15pm Industry Focus Groups These interactive industry-based groups allow you to kick-off your conference experience by meeting colleagues who face the same types of daily business challenges that you do. You will have the chance to identify common questions, see which Noble solutions can offer relief, and learn what to look for at the conference to help you find answers. Customer Service Harbor A Moderators: Ray Sembler & Tom Rupp Collections & Recovery Harbor B Moderators: Karen Daniels & Ruben Maury Sales & Marketing Harbor C Moderators: Jeff Fontenot & Corey Mustard 4.30pm 5.45pm General Session: Noble Product Update Noble Systems product experts show you the newest releases from Noble Systems, as well as highlights from our Product Roadmap. You ll see new and future development for our awardwinning solutions for agent and manager desktops, automated services, workforce management, omnichannel engagement, analytics, data intelligence, reporting, compliance, and more. Location: Hunter Ballroom The Harbor Rooms are located on the 3rd floor. Hunter Ballroom is located on the 2nd floor/lobby level. 6.30pm 9.00pm Welcome Reception, Networking & Dinner Sandpearl Gulf Lawn Join us for a Beach Picnic on the Sandpearl s Gulf Lawn, overlooking the Gulf of Mexico. This is a great chance to get to know other users that you can connect with throughout the event. SNUG 2017 Attendees only, please. Resort Casual/Casual attire preferred. 4

6 Thursday STRATEGY EXPERIENCE BEST PRACTICES 8.15am Breakfast by the Beach - Gulf Lawn 9.00am Good Morning, Keynote & SNUG Awards 10.30am Coffee Break 11.00am Optimizing Inbound Services Amplifying Your Employee Engagement Contact Center Management Best Practices 12.00pm Break 12.15pm 1.00pm 2.00pm Discussion Groups: Cool Stuff for Contact Centers Customer Service Collections Sales & Marketing Lunch - Hunter Ballroom Panel of Experts 2.45pm Break 3.00pm Building Intelligent Outbound Strategies Creating More Personalized Interactions Noble CARE Best Practices 4.00pm Break 4.15pm Compliance Workgroups: Collections Sales & Service 5.15pm Open until Dinner A Night at the Cantina Friday STRATEGY EXPERIENCE BEST PRACTICES 8.15am Breakfast by the Beach - Gulf Lawn 9.00am The Cloud & Your Contact Center Elevating Performance with Real-time Data Workforce Management Best Practices 9.55am Break 10.00am Using IVR to Increase Efficiencies & Service Improving Interactions with Analytics Intelligence Quality Management Best Practices 10.55am Break 11.00am Customer Service Discussion Groups Debrief: Collections & Recovery Sales & Marketing am Conference Ends

7 Room Guide Sandpearl Hotel Ops Meetings Guru Desk Networking Lounge Demo Desk Exec Meetings Breakouts C Breakouts B Breakouts A Info Desk Restrooms Down to Hunter Ballrom Demo Desk Info Desk Up to Harbor Rooms HUNTER BALLROOM Restrooms General Sessions 6

8 Thursday GS S 9.00am 10.30am : General Session Good Morning Jim Noble, Jr Keynote Address, SNUG Awards Good morning from Jim Noble, Jr, followed by the Keynote Address featuring Les Brown. We ll also announce the 2017 SNUG Award winners for outstanding use of Noble technology solutions. Location: Hunter Ballroom (second floor) 11.00am 12.00pm : Breakout Sessions Optimizing Inbound Services Inbound service teams need to get customers to the right person quickly and have access to the right information. We ll explore how using Noble s Inbound Management tools and Inbound 100 including IVR, self-service, speech recognition, SmartAccept, enhanced reporting, omnichannel tools, speech analytics, and the Inbound Dashboard can help you improve call handling and increase first call resolutions. Presenters: Dan Derin, Josh Wilsie Location: Harbor A (third floor) 12.15pm 1.00pm : Workgroups WG Cool Stuff for Contact Centers Frost & Sullivan points to Noble s creativity, innovation, and ability to cater to a diverse client base as key factors that help us lead the marketplace. Join your fellow users in these industry-based workgroups to see how other companies are using Noble technologies with custom applications, new tools, and outside-thebox thinking to improve performance, engagement, and the customer experience. Customer Service Presenters: Ray Sembler, Tom Rupp Location: Harbor A (third floor) Collections Presenters: Rajiv Jani, Ruben Maury Location: Harbor B (third floor) Sales & Marketing Presenters: Jeff Fontenot, Corey Mustard Location: Harbor C (third floor) E Amplifying Your Employee Engagement (The Agent Experience) Maintaining a consistent, knowledgeable, and motivated team is critical for contact centers. Dissatisfied agents have a significant impact for contact centers, not only increasing costs to recruit and train new agents, but also impacting quality of service for your customers. Noble can help you foster a more satisfied workforce with unified Agent Desktops that streamline workflows, quality and training tools, and workforce management features that can help you increase employee engagement. Presenters: Matt Rakoczy, Bill Villarinho Location: Harbor C (third floor) BP Contact Center Management Best Practices 7 This session is a must-see for anyone looking to improve contact center productivity. Put our 25+ years of contact center experience to work for you with these tips and tools that can help you get more from your operations every day. Learn how campaign strategies, agent engagement, industry resources, technology tools, and practical applications can make an immediate positive impact on your business. Presenters: Scott Murray, Matt Schock Location: Harbor B (third floor) Key S E BP WG Strategy Track Experience Track Best Practices Track Workgroup Track

9 Thursday 2.00pm 2.45pm : General Session GS Panel of Experts 4.15pm 5.15pm : Workgroups WG Compliance Workgroups S E Open Q&A session with our group of Noble experts and industry pros. With its interactive format and direct answers to audience questions, the Panel of Experts is always a highlight of the conference experience. Location: Hunter Ballroom (second floor) 3.00pm 4.00pm : Breakout Sessions Building Intelligent Outbound Strategies Maximizing contacts while optimizing efficiencies and staying compliant is an on-going challenge. Sit down with your peers to discover the best practices, tactics, and tools that can help you grow customer contacts and achieve campaign goals. Noble technologies can provide an advantage for maximizing right party contacts with pacing & performance, best time to call, and list management, while helping you comply with critical TCPA and regulatory requirements. Presenters: Christopher Schaeffer, Ruben Maury Location: Harbor B (third floor) Creating More Personalized Interactions (The Customer Experience) Every interaction is an opportunity to build the customer relationship, and consistently meeting customer expectations is key to creating a positive customer experience which results in greater satisfaction, reduced churn, and increased revenue. This session will discuss using Noble s omnichannel and personalization tools and tactics to engage your customers, maximize agent productivity, and produce more first contact resolutions, more sales, and more satisfied customers. Presenters: Scott Murray, Randy Bassuk Location: Harbor A (third floor) Compliance is essential in today s environment, with increasingly complex regulations and rapidly escalating lawsuits and fines for violations. Noble s Compliance-Ready solutions with patented technologies provide relief for organizations. These workgroups give you an opportunity to get updates on the latest regulatory news, discuss solutions and technologies, and talk with other users about how they are handling compliance. Collections Presenters: Jim Bass, Karl Koster Location: Hunter Ballroom (second floor) Sales & Service Presenters: Scott Murray, Corey Mustard Location: Harbor B (third floor) 7.00pm 10.00pm A Night at the Cantina Join us for drinks, dinner and diversion at the Marina Cantina, one of Clearwater Beach s newest hotspots. Located at the Clearwater Beach Marina, the restaurant features a rooftop deck for views of the beach s famous sunsets. Transportation will be provided from the Sandpearl. Meet in the lobby to take the 6:30pm. The Cantina is just across the corner from the Hilton. A wristband is required, and is included in your conference bag. If you have registered a guest, please see the Info Desk for a guest pass. BP Noble CARE Best Practices Led by our VP of Service and Support, this session will identify Best Practices for working with our Noble Support team, including how to avoid system downtime, manage common user issues, and request assistance. You ll also get an overview of our global support structure and Noble s initiatives for continual improvement in our service delivery. Presenters: Mark Moore Location: Harbor C (third floor) 8

10 Friday 9.00am 9.55am : Breakout Sessions 10.00am 10.55am : Breakout Sessions S The Cloud and Your Contact Center a Winning Combination? S Using IVR to Increase Efficiencies and Service Noble s Cloud solutions offer a viable alternative to premise-based systems, providing industryleading performance and reliability, while eliminating hardware footprints and capital investments. This session will help you explore whether a cloud strategy is right for your organization, including looking at why some companies have chosen to move their solutions to the cloud and the results of their experience. Presenters: Amy Lane, Matt Schock Location: Harbor A (third floor) IVR offers an interactive toolset that can help you improve customer service. Noble s intuitive design makes it easy for users to build and manage workflows. We ll look at how using personalized offers, self-service and payment tools, optimized call routing, queue management, and enhanced features can help you provide a richer caller experience, while outbound messaging and automated surveys give you added value beyond the normal hold cycle. Presenters: Scott Murray, Bill Villarinho Location: Harbor A (third floor) E Elevating Performance with Real-time Data (The Manager Experience) E Improving Interactions with Analytics Intelligence Contact Center Managers are tasked with managing resources and resolving challenges to meet operational goals, while keeping employees engaged and maximizing efficiencies. We ll explore Noble s real-time dashboards, control panels and analytics tools, and show how this powerful information can help you manage agents, queues, quality programs, and more, so you can stay on top of activities and results and make more informed decisions to optimize performance. Presenters: Guy Williams, Josh Wilsie Location: Harbor B (third floor) You can gain valuable intelligence from every customer interaction, providing the opportunity to improve processes and increase customer satisfaction. Noble can help you automate the analytics process so that you can learn from every contact. Speech analytics provides real-time and post-call screening and scoring. Data analytics can help you target customers with the right offers and make real-time decisions. Join us to see how Noble s IQ solutions can help you make the most of every customer contact. Presenters: Robert Cox, Josh Wilsie Location: Harbor B (third floor) BP WFM Best Practices BP Quality Management Best Practices Workforce Management plays a significant role in executing contact strategies, helping you balance business requirements and staffing requests with your service expectations. We ll look at best practices for making WFM a part of your operations mix, with blended forecasting, intelligent scheduling, intra-day management, schedule adherence, reporting, and employee-centric tools. Presenters: Matt Rakoczy, Corey Mustard Location: Harbor C (third floor) Join us to explore best practices for building quality management (QM) programs. Noble s real-time and post-call Interaction Analytics technologies help you gain valuable information from every contact, rather than just a small percentage. 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, target agent coaching and workflows, and manage quality and compliance. Presenters: Dan Derin, Matt Schock Location: Harbor C (third floor) 9

11 Friday WG 11.00am 11.55am : Discussion Groups Industry Discussion: Debrief These closing sessions give you the chance to re-connect with your colleagues and debrief, sharing what you have learned from the conference and takeaways that you can implement in your operations, as well as gaining feedback on what you would like to see next from Noble Systems. Collections & Recovery Moderators: Karen Daniels, Ruben Maury Location: Harbor B (second floor) Customer Service Moderators: Ray Sembler, Tom Rupp Location: Harbor A (second floor) Hilton Sandpearl Shuttle Times Wednesday, April pm Hilton to Sandpearl 5.45pm Sandpearl to Hilton 6.30pm Hilton to Sandpearl 9.00pm Sandpearl to Hilton Thursday, April am Hilton to Sandpearl 1.00pm Sandpearl to Hilton 1.45pm Hilton to Sandpearl 5.45pm Sandpearl to Hilton Sales & Marketing Moderators: Jeff Fontenot, Corey Mustard Location: Harbor C (second floor) Friday, April am Hilton to Sandpearl 12:00pm Sandpearl to Hilton Thank you to CDW for sponsoring our ipad giveaways. S Strategy Track Want a chance to win one? Submit a question for our Panel of Experts Complete our session surveys Answer the post-conference survey Key E BP Experience Track Best Practices Track WG Workgroup Track 10

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