Attendee Guide October, 2018 Melbourne, VIC InterContinental The Rialto. Hosted by Noble Systems

Transcription

1 Attendee Guide October, 2018 Melbourne, VIC InterContinental The Rialto Hosted by Noble Systems

2 Wednesday, 24 October Agenda Overview Bookmark the Mobile Conference Website for instant access to the agenda, your selections and more. 9:00am 10:00am 11:30am 12:15pm 1:00pm 4:30pm 5:15pm-9:00pm Registration & Breakfast Noble Update & Keynote Noble Product Roadmap Lunch Breakout Sessions Noble Panel of Experts Cocktails, Dinner, Awards & Entertainment Thursday, 25 October 8:00am 9:00am 12:30pm 1:15pm 3:00pm 4:00pm Registration & Breakfast CXS Sessions Lunch CXS Sessions Industry Panel of Experts Cocktails, Canapés & Networking

3 Day 1 SNUG Attendees Only Wednesday, 24 October Session Information 10:00am 11:15am Welcome, Noble Update & Keynote (General Session) Good morning and Noble company update from Ashley Clayton and Chris Hodges. Brett Brosseau s Keynote address will outline his journey as an entrepreneur and risk taker, and how he became a leading expert on contact centre gamification. Who Should Attend? All SNUG Conference attendees 11:30am 12:15pm Noble Product Roadmap (General Session) Noble Systems product experts will show you the newest releases from Noble Systems and highlights from our Product Roadmap, including new and future development for our award-winning solutions for agent and manager desktops, automated services, workforce management, omnichannel engagement, analytics, data intelligence, reporting, compliance, gamification and more. Who Should Attend? All SNUG Conference attendees 1:00pm 1:45pm Breakout Sessions Product Noble WEM: Engaging Your Workforce Workforce Engagement (WEM) helps you optimise the two most mission-critical elements in your contact centre: customer experience and employee satisfaction. Noble s workforce management tools help you put the right resources where you need them, when you need them, improve efficiencies and reduce costs, create a more employee-focused culture and know what to expect, while preparing for the unexpected. Who Should Attend? Users who are focused on improving efficiencies and building employee engagement Performance & Collaboration Improving the Inbound Customer Experience Customers today communicate through a range of touchpoints, from inbound agent-assisted or self-service calls to non-voice options ( , SMS and web-based) and they expect you to be ready for them. This session will look at inbound/blended technologies and operational approaches that can help you improve call handling, increase first call resolutions, meet critical service level goals and keep customers happy. Who Should Attend? Users who want to improve inbound efficiency and customer service levels

4 Day 1 SNUG Attendees, continued 1:50pm 2:40pm Breakout Sessions Product The Power Behind Noble s Cloud Solution 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 organisation, including looking at why some companies have chosen to move their solutions to the cloud and the results of their experience. Who Should Attend? Operations and IT who want to learn more about Noble s Cloud offerings Performance & Collaboration Omnichannel Strategies in Action With the growing use of non-voice contact channels and an increasingly distracted customer, companies need to make the most of every contact opportunity. Engaging with customers in their preferred channel with the right information and tracking the customer journey is key to creating a positive customer experience. This discussion will look at the omnichannel story, including tools to use, how to use them, and where to find value or encounter challenges. Who Should Attend? Users who want to discuss omnichannel strategies and tools 2:45pm 3:30pm Breakout Sessions Product What s New in the Noble Manager & Reporting Tools Noble s Manager Desktop & Reporting Tools give you more effective control of your contact centre with a real-time, web-based interface for viewing activities and results. Our product experts will show you the latest dashboards, widgets and reports for managing agents, campaigns, channels, data, lists, quality programs and more. Who Should Attend? Users who want to learn more about the features and functionality in Noble Harmony and Reports Performance & Collaboration Increasing Outbound Performance Outbound campaigns come in all shapes and sizes lead gen, sales, collections, service, market research, etc. But to succeed, all outbound programs need to maximise contacts whilst optimising efficiencies and staying compliant. This session will explore tools, strategies and best practices that can help increase customer contacts, manage compliance and achieve your campaign goals. Who Should Attend? Users looking to improve outbound program management and results 3:40pm 4:25pm Breakout Sessions Product Noble Conversation Analytics Every contact gives you critical data and insight into customer behaviour that can help you build more effective contact strategies, increase customer satisfaction and improve results. Learn more about Noble s powerful IQ solutions for speech analytics, including real-time and post-call screening. Who Should Attend? Users who want to learn more about using Noble s analytics tools to improve interactions Performance & Collaboration Improving Agent Efficiency and Workflows Noble helps you simplify workflows and common functions with process automation. This session will look at how Noble can unify agent desktops, share data, schedule programs, generate reports and streamline manager tasks. With Noble s automated tools, you can decrease handle times, improve speed-to-lead/service, increase customer and agent satisfaction and build efficiencies. Who Should Attend? Users interested in improving productivity with process automation

5 Day 1 SNUG Attendees, continued 4:30pm 5:15pm Noble Panel of Experts (General Session) Open Q&A session with Noble s Executive Panel. With its interactive format and direct answers to questions, the Panel of Experts is always a highlight of the conference experience. Who Should Attend? All SNUG conference attendees 5:15pm 9:00pm Networking, Cocktails, Awards, Dinner & The InterContinental After a full day of learning, you re invited to unwind with us at our evening extravaganza. This reception, dinner, awards and entertainment event allows you to continue networking with other users. Who Should Attend? All SNUG Conference attendees

6 Day 2 SNUG and Customer Experience Summit (CXS) Attendees Thursday, 25 October 9:00am 10:00am The Changing Landscape of Contact Centres, hosted by Audrey William Contact Centres throughout the world are ever-changing. Explore the impact of these changes and emerging challenges on your business, and learn how you can help your contact centre and employees stay ahead of the curve, with new techniques, technologies and best practices. 10:00am 10:45am Consumer Preferences Drives Design & Innovation, hosted by Corey Mustard Your customers and clients are what push your business forward. Take a deep dive with industry experts as they discuss what today s consumers are looking for in their customer experience. See how self-service technology, new channels such as web chat and automation are taking the industry by storm. 11:00am 11:45am In the Driver s Seat Leading Culture Change, hosted by Steve Simpson There is a school of thought that the single most important responsibility of leaders in an organisation is to create the right culture. In this presentation, Steve Simpson explores the role of leaders in creating and sustaining a great culture. It begins with the startling results that would be realised by improving the culture across a range of organisations. After learning about the unwritten ground rules (UGRs), see how to unearth the prevailing UGRs linked to those aspects of the culture most critical to the organisation's future success. Most importantly, you ll get specific actions that can shift the culture to drive the organisation's strategic direction. Steve draws on his practical experiences with clients including McLaren Automotive in the UK, Kmart Australia and NZ, and Toyota Australia. 11:45am 12:30pm Talent: Employee Retention and Engagement, hosted by Tom Grealy Tom is a seasoned international customer operations executive with a wealth of experience in building and managing multi-geographic operations. In this session, Tom shows attendees how to lift performance and reduce variable costs by improving employee engagement and reducing attrition. 1:15pm 2:00pm How Managers Commit a Motivation Hoax on Employees, hosted by James Adonis Offices are replete with motivational clichés and platitudes: Employees are our greatest asset. There s no 'I' in team. Together everyone achieves more. But how many are accurate? How many are wise? And which of these are based on evidence you can actually trust? Learn the science of what actually motivates people, a realistic guide to workplace success and how to unravel the nonsense that permeates the motivation industry. 2:00pm 2:45pm Agent Empowerment A Closer Look Into Gamification, hosted by Brett Brosseau Brett Brosseau will take a deep dive in to Gamification, showing you how it motivates and challenges employees through competition, resulting in higher performance goals and achievements. See results from current customers and discover how quickly you can become a Game Master. With the knowledge gained from today s discussions on customer experience, employee engagement and a winning culture, learn how today s advanced Gamification technologies play an integral role in achieving all three.

7 Day 2 SNUG & CXS Attendees, continued 3:00pm 4:00pm Industry Panel of Experts What s Hot? (General Session) Open Q&A session with Noble s Executive Panel and industry experts. With its interactive format and direct answers to questions pertaining to AI, RPA, Gamification, Chat Bots, Omnichannel and more, the Industry Panel of Experts is sure to give you valuable information to apply beyond the conference. Who Should Attend? All SNUG Conference and CXS attendees 4:00pm Cocktails, Canapés and Networking Take some time before you head home to enjoy cocktails and canapés while taking advantage of one more chance to network with some of the contact centre industry s leading professionals. It s the perfect ending to your conference experience.

8 And don t miss these additional learning opportunities: SNUG is more than just educational sessions. We offer a range of ways 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? Catch a scheduled showing for our most popular products in the Solution Theater. See the Agenda for a listing of showtimes. Interested in a new tool that isn t included in the Theater schedule? Book a one-on-one session at our Demo Desks with our Solutions Engineering team to see other products. Solution Theater Schedule: Wednesday, 24 October 1:00pm-1:30pm Noble Gamification 1:35pm-2:05pm Noble Omnichannel & Customer Journey 2:10pm-2:40pm Noble Gamification 3:00pm-3:30pm Noble Omnichannel & Customer Journey 3:40pm-4:10pm Noble ShiftTrack Guru Lab Do you have a specific product question or want to know how to use a feature more effectively? Visit the Guru Desk and let our product experts share their knowledge, leading you on the journey to enlightenment. New to this year s event, the Guru Lab puts you in the driver s seat. Sit down at one of these hands-on stations to explore the software yourself. You ll still have access to the Guru team, which will be available to answer questions. Conference Presentations Breakout session presentations can be downloaded by scanning the QR code by the door to the breakout room. Presentations will also be available on Noble UNIVERSITY Online after the conference; watch your next week for your log-in details.

9 Frequently Asked Questions What is the dress code for the conference? The dress code for SNUG conference sessions is business casual. Where will the Conference Sessions be held? Conference sessions will be held in the conference area of the InterContinental Melbourne ( General sessions will be held in the Laneway Ballrooms. Breakout sessions and the Knowledge Center will be located in the Wheat, Wool, Stock and Trade rooms directly across from the ballrooms. Breakfast begins at 9:00am on Wednesday and at 8:00am on Thursday, and will be served in Laneway Ballroom 1. Our Keynote general session begins at 10:00am on Wednesday morning, and Thursday s sessions start at 9:00am in the Laneway Ballrooms. How do I get from the airport to the hotel? There are several options for transportation between the airport and the hotel, including taxis, private car service, shuttles, etc. For more information on transportation options, see the hotel s website. How and where do I check-in? Please note that check-in should be done by your Company s Name. Check-in will take place on Wednesday morning before the Noble Update, and again on Thursday morning in the Pre-Function area. Check-in will also be available throughout the conference for later arrivals. What if I need to cancel or change my registration? Cancellations or registration changes should be made using the Regonline online registration portal, or they can sent to snug2018apac@noblesystems.com. Cancellations sent through other sources may not be accepted. Please do not send cancellations to the Noble accounting team. The Cancellation Policy is: 100% refund, less a $50 processing fee, for cancellations received on or before 31 st July, 2018; 50% refund, less a $50 processing fee, for refunds received on or between 1 st August 31 st August; NO REFUND for cancellations received after 31 st August or for conference no-shows. Credit card fees are not refundable. Substitutions will be accepted in the event that a registrant is unable to attend. When will I receive my subscription information for Noble UNIVERSITY Online? Instructions on how to access your subscription will be sent the week following the conference. All paid attendees who are current users will receive a 6-month membership to our Noble UNIVERSITY Online web-based training portal. The subscription includes unlimited access to Noble product training courses, as well as exclusive access to SNUG 2018 APAC content. You can take as many courses as you want during the subscription period. Clients who receive free conference passes and non-user guest attendees will receive a 30-day membership with access to the conference materials. If you have an existing account, it will be extended to match the 6-month or 30-day term, respectively. Memberships are not transferrable and can only be used by the person attending the conference. Other Questions? Contact us at snug2018apac@noblesystems.com.

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