Conference Agenda April 25 27, 2018 Clearwater Beach, FL Sandpearl Resort Hosted by NOBLE SYSTEMS
Agenda Overview Wednesday, April 25 2:00pm 2:45pm 3:00pm 4:15pm 4:30pm 5:45pm Small Group Meetings Industry Discussion Groups Noble s Update 7:00pm 9:30pm Welcome Dinner (@ Marina Cantina) Thursday, April 26 9:00am 10:30am 11:00am 12:00pm 12:15pm 1:00pm 1:00pm 2:00pm 2:00pm 2:45pm 3:00pm 4:00pm 4:15pm 5:15pm 7:00pm 10:00pm Noble News, Keynote & SNUG Awards Cool Stuff Discussion Groups Lunch Panel of Experts Compliance Workgroups Dinner & Entertainment (@ Sandpearl) Friday, April 27 9:30am 10:25am 10:30am 11:25am 11:30am 12:00pm Industry Discussion Groups: Debrief April 25 27 Clearwater Beach, FL Sandpearl Resort Page 2
Session Information Wednesday, April 25 2:00pm 2:45pm Small Group Meetings (optional focus groups) For New Users Only Intro to Noble Systems This focus group is designed specifically for new customers, partners or prospects of Noble Systems. You ll be introduced to our solutions and services programs, so you ll know what to expect from your Noble relationship. This is also your chance to ask questions and get answers in a smaller group setting. Who Should Attend? New Clients and Partners, New Users, SNUG Rookies Noble IQ User Seminar Users of Noble s IQ products are invited to sit down together in this focused seminar to learn about Noble s new developments for the Analytics products. We will also talk about some best practices and look at other Noble tools that can be complementary to your IQ solution. Who Should Attend? Current users of the Noble IQ Data Analytics and Speech Analytics products Noble WFM User Seminar Users of Noble s WFM products are invited to sit down together in this focused seminar to learn about Noble s new developments for ShiftTrack WFM. We will also talk about some best practices and look at other Noble tools that can be complementary to your WFM solution. Who Should Attend? Current users of the Noble ShiftTrack WFM products 3:00pm 4:15pm Industry Discussion Groups Collections Sales Service These interactive industry-based groups allow you to kick-off your conference experience by connecting with colleagues who face the same types of daily business challenges that you do. You will have the chance to share your goals, identify common questions, and learn what to look for at the conference to help you find answers. Who Should Attend? All attendees looking to meet and share information with other users in their industries 4:30pm 5:45pm Noble Update (General Session) Noble Systems product experts will show you the newest releases from Noble Systems, and highlights from our 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, and more. 7:00pm 9:30pm Welcome Dinner at the Marina Cantina Join us on for a welcome party and dinner at the Marina Cantina, overlooking the beautiful Clearwater Beach Marina and Beach. This is a great chance to enjoy one the beach s famous sunsets while meeting other users that you can connect with throughout the event. (Casual/Resort Casual attire) April 25 27 Clearwater Beach, FL Sandpearl Resort Page 3
Thursday, April 26 9:00am 10:30am Noble News, Keynote & SNUG Awards (General Session) Good morning and Noble company update from Jim Noble, Jr, followed by the Keynote address from Rocky Bleier, and the presentation of the 2018 SNUG Awards for technology innovations. 11:00am 12:00pm Noble WFE: Engaging Your Workforce Workforce Engagement (WFE) helps you optimize the two most missioncritical elements in your contact center: 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? Operations and Team Leaders focused on improving efficiencies with advanced schedule automation 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 (email, 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? Inbound Operations and Managers who want to improve efficiency and customer service levels CC Management Tactics That Work Back by popular demand, this session is a great opportunity to explore business and operational strategies that can help you optimize your contact center programs and resources. We ll share our 28+ years of contact center experience and ask you to share your daily challenges and successes, so you can explore what other users are doing that works giving you action items that can quickly make a positive impact on your business. Who Should Attend? Operations, Managers and Team Leaders looking for tips to improve productivity and results 12:15pm 1:00pm Cool Stuff Discussion Groups Collections Sales Service Frost & Sullivan and Gartner both point to Noble s feature-rich solutions and ability to deliver tailored solutions to its diverse client base as key strengths. 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-the-box thinking to improve performance, engagement, and the customer experience. Who Should Attend? Users interested in seeing how other companies are meeting challenges with unique solutions 2:00pm 2:45pm 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. 3:00pm 4:00pm Compliance Workgroups Collections Sales & Service 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 are focused by industry to provide updates on the latest regulatory news, discuss solutions and technologies, and talk with other users about how they are handling compliance. Who Should Attend? Contact center professionals who want to learn how to apply compliance strategies to their programs April 25 27 Clearwater Beach, FL Sandpearl Resort Page 4
4:15pm 5:15pm Noble Analytics Suite: The Power in Your Data Every contact gives you critical data and insight into customer behavior 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 and data analytics including real-time and post-call screening, best time to call, and decisioning tools. learn more about using Noble s IQ and analytics tools to improve interactions A 360 View with Noble Reporting Tools Having a real-time view of what is happening in your center is critical to decision making and organizational success. Access to historical data is just as important for future planning. Noble has you covered on both accounts. Noble s real-time dashboards, control panels, and reporting tools give you the details you need to on activities, results, and KPIs to help you make more informed decisions and optimize performance. learn more about Noble s manager desktops and reporting tools 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, giving them the right information, and tracking the customer journey is key to creating a positive customer experience. This interactive discussion will allow the group to tell their omnichannel stories, including what tools they are using, how they are using them, and where they have seen value or challenges. discuss omnichannel strategies and tools 7:00pm 10:00pm Dinner & Entertainment at the Sandpearl After a full day of learning, you re invited to unwind with us at our evening extravaganza. This reception, dinner, and entertainment event featuring comedian Chris Turner allows you to continue networking with other users while enjoying a night on one of the nation s most beautiful beaches. Guests are invited (guest fee applies; guests must be age 21 or older). Transportation will be provided. (Resort Casual attire preferred.) and their guests April 25 27 Clearwater Beach, FL Sandpearl Resort Page 5
Friday, April 27 9:30am 10:25am Noble Composer: What's New in the Agent Desktop The Noble Composer Agent Desktop offers a flexible agent workflow environment that allows you to improve the efficiency of customer contacts and maximize agent productivity. Led by our product gurus, you ll see the newest features and tools, learn from our product experts, and get tips for creating more effective and more efficient workflows. learn more about the features in the Noble Composer and Agent tools Increasing Outbound Outbound campaigns come in all shapes and sizes lead gen, sales, collections, service, market research, etc. But to succeed, all outbound programs need to maximize contacts while optimizing 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? Operations and Managers looking to improve outbound program management and results Noble Premise or Cloud: Choosing the Right Fit Noble s product offers use a single-code base to deliver the same features and reliability regardless of the deployment configuration. So how do you choose between Premise, Cloud, Hybrid or even Managed Service? This forum will help you explore the differences, and see why a cloud or hybrid strategy using Noble s industry-leading reliability might be right for your organization. Who Should Attend? Operations and IT who want to learn more about Noble s range of deployment models 10:30am 11:25am Noble Harmony: What's New in the Manager Suite Noble s Manager Desktop gives you more effective control of your contact center with real-time, webbased tools for viewing activities and results. Our product experts will show you the latest dashboards and tools for managing agents, campaigns, data, lists, quality programs, and more. learn more about the features and functionality in Noble Harmony Managing Noble Software Upgrades: FAQs Noble s annual support plans include software updates at no charge, so that users always have access to the newest features and tools for optimal system performance. This session will walk through the update process and the mynoble portal. Our Support professionals will answer frequently asked questions about notifications, scheduling, testing, user certification, and on-going training. Who Should Attend? System administrators who want to learn more about the system update process Automating Workflows to Improve Efficiency 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? Operations and Managers interested in improving productivity with process automation 11:30am 12:00pm Conference Debrief Groups Collections Sales Service In this closing session, you can re-connect with your colleagues and share what you ve learned and take-aways that you can implement in your operations, as well as give us feedback on what you want to see next from Noble Systems. Who Should Attend? All attendees looking to network and exchange information with other users in their industries April 25 27 Clearwater Beach, FL Sandpearl Resort Page 6
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? Visit our Demo Theater for a high-level look or schedule one-on-one sit-downs for a more in-depth look. Solution Theater Schedule: Thursday, April 26 11:15am-11:45am QA 12:30pm-1:00pm Data Analytics 3:15pm-3:45pm Gamification 4:30pm-5:00pm IVR Friday, April 27 9:45am-10:15am Speech Analytics 11:15am-11:45am WFM Guru Lab Do you have a specific product question, want to know how to use a feature more effectively, or try out new features for yourself? Visit the Guru Lab and let our product experts share their knowledge, leading you on the journey to enlightenment. Conference Presentations Conference Presentations can be downloaded by scanning the QR code provided in each session room. Presentations will also be available through Noble UNIVERSITY Online, our web-based training portal (subscriptions are included with your conference registration). Attendees will receive an email with instructions for accessing the portal the week following the conference. April 25 27 Clearwater Beach, FL Sandpearl Resort Page 7