Agenda General Sessions Breakout Tracks Networking Events. April 19 April 21 Clearwater Beach, FL Sandpearl Resort

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1 Agenda General Sessions Breakout Tracks Networking Events Questions? x1374

2 SNUG 2017 Americas April Clearwater Beach, FL Visit the SNUG 2017 event website to learn more about the Agenda, Travel & Hotel, and Registration. I've been to many conferences and thought SNUG was one of the best. Thanks for the experience. Conference Fees: Thru Dec 15, 2016: $ 695 By Jan 31, 2017: $ 895 By Mar 25, 2017: $ 1195 Registration and discounted hotel room block close March 24. Join us to get exclusive access to Noble s product gurus, your colleagues, and industry pros to share challenges, successes, and best practices for customer engagement. Our dynamic workshops and learning sessions highlight new tools and realworld cases to show you how Noble s contact center technologies can impact your business. SNUG allows you to get connected with your Noble products, with other users, and with the Noble Systems team. The Select Noble Users Group conference brings together business experts and product specialists in an interactive environment that promotes networking and knowledge-sharing. You ll leave with the know-how to make more informed decisions and execute more effective strategies, so you can improve performance and results and build stronger customer interactions. Learn more: Select Noble Users Group Where our Customers Connect [w] [p] x1374 [e] usersgroup@noblesystems.com

3 Wednesday, April 19 Noble IQ Users: Small Group For New Users Only: Intro to Noble Systems Noble WFM Users: Small Group 3:00pm 4:15pm Industry Group: Sales & Marketing Industry Group: Industry Group: Customer Service 4:30pm 5:45pm General Session: Noble Product Update 6:30pm 9:00pm Beach Picnic SMALL GROUP MEETINGS For New Users Only Intro to Noble Systems Are you a new customer, partner or prospect of Noble Systems? Join us for an introduction to our services and implementation programs and what to expect from your Noble relationship. This is also your chance to ask questions and get answers in a smaller group setting. Audience: New Clients and Partners Noble IQ and WFM User Seminars Users of Noble s IQ and WFM products are invited to sit down together in these seminar formats to learn about Noble s new developments for the CallTech, OnQ and Vincio or ShiftTrack WFM products. We will also talk about some best practices and look at other Noble tools that can be complementary to your IQ or WFM solution. Audience: CallTech, OnQ and Vincio or ShiftTrack WFM users INDUSTRY DISCUSSION GROUPS 3:00pm 4:15pm & Recovery Sales & Telemarketing Customer 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. Audience: All attendees looking to meet and share information with other users in their industries GENERAL SESSION: Noble Product Update 4:30pm 5:45pm 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, and more. NETWORKING EVENT: Beach Picnic (Welcome Reception & Dinner) 6:30pm 9:00pm Join us on the Sandpearl s Beach for a welcome party and beach picnic, overlooking the Gulf of Mexico. This is a great chance to get to know other users that you can connect with throughout the event. Drinks and light snacks will be served, followed by a dinner and more networking. (Casual/Resort Casual attire) Page 3

4 Thursday, April 20 Strategy Experience Best Practices 9:00am 10:30am General Session: Noble News, Keynote, Awards 11:00am 12:00pm 12:15pm 1:00pm Optimizing Inbound Services Cool Stuff for Contact Centers: Sales & Marketing Amplifying Your Employee Engagement (The Agent Experience) Cool Stuff for Contact Centers: Contact Center Management Best Practices Cool Stuff for Contact Centers: Customer Service 1:00pm 2:00pm Lunch 3:00pm 4:00pm 4:15pm 5:15pm 7:00pm 10:00pm Building Intelligent Outbound Strategies Compliance Workgroup: General Session: Panel of Experts Creating More Personalized Interactions (The Customer Experience) A Night at the Cantina Noble CARE Best Practices Compliance Workgroup: Sales & Service GENERAL SESSION: Noble News, SNUG Awards & Keynote 9:00am 10:30am Good morning and welcome from Jim Noble, Jr, followed by the Keynote speaker and the presentation of the 2016 SNUG Awards for technology innovations. 11:00am 12:00pm Strategy: 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. Audience: Inbound Operations and Managers who want to improve efficiency and customer service levels Experience: 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. Audience: Users who want to learn more about Noble s integrated tools for creating a better agent experience Best Practices: Contact Center Management Best Practices 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. Audience: Operations, Managers and Team Leaders looking for take-aways to improve productivity and results Page 4

5 DISCUSSION GROUPS: Cool Stuff for Contact Centers 12:15pm 1:00pm & Recovery Sales & Telemarketing Customer Service 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-the-box thinking to improve performance, engagement, and the customer experience. Audience: Users interested in seeing how other companies are meeting challenges with unique solutions GENERAL SESSION: Panel of Experts Open Q&A session with Noble s Executive Panel. With its interactive format and direct answers to audience questions, the Panel of Experts is always a highlight of the conference experience. 3:00pm 4:00pm Strategy: 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. Audience: Operations and Managers looking to improve results for collections, sales, lead gen, fundraising, etc Experience: 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. Audience: Users who want to learn more about using Noble s omnichannel and intelligence features to engage customers Best Practices: 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. Audience: System administrators and technicians who want to learn how to improve system maintenance DISCUSSION GROUPS: Compliance Workgroups 4:15pm 5:15pm 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 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. Audience: Contact center professionals who want to learn how to apply compliance strategies to their programs NETWORKING EVENT: A Night at the Cantina 7:00pm 10:30pm 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. Guests are invited (guest fee applies; guests must be age 21 or older). Transportation will be provided. (Resort Casual attire preferred.) and their guests Page 5

6 Friday, April 21 Strategy Experience Best Practices 9:00am 9:55am The Cloud and Your Contact Center a Winning Combination? Elevating Performance with Real-time Data (The Manager Experience) WFM Best Practices 10:00am 10:55am Using IVR to Increase Efficiencies & Service Improving Interactions with Analytics Intelligence Quality Management Best Practices 11:00am 11:55am Industry Debrief: Industry Debrief: Sales & Marketing Industry Debrief: Customer Service 9:00am 9:55am Strategy: The Cloud and Your Contact Center a Winning Combination? Noble s Cloud solutions offer a viable alternative to premise-based systems, providing industry-leading 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. Audience: Operations and IT who want to learn more about Noble s Cloud offerings Experience: Elevating Performance with Real-time Data (The Manager Experience) 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. Audience: Users who want to learn more about the features and functionality of Noble s manager desktops Best Practices: Workforce 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. Audience: Operations and Team Leaders focused on improving efficiencies with advanced schedule automation 10:00am 10:55am Strategy: Using IVR to Increase Efficiencies & Service 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. Audience: Operations and IT interested in implementing IVR for inbound and outbound services Experience: Improving Interactions with Analytics Intelligence 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. Audience: Users who want to learn more about using Noble s IQ and analytics tools to improve interactions Page 6

7 Best Practices: Quality Management Best Practices 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. Audience: Operations, Managers and IT professionals interested in mining interactions for training and compliance CONFERENCE DEBRIEF GROUPS: GET RECONNECTED 11:00am 11:55am & Recovery Sales & Telemarketing Customer Service This closing session gives you the chance to re-connect with your colleagues and debrief, sharing what you have learned from the conference and take-aways that you can implement in your operations, as well as giving us feedback on what you would like to see next from Noble Systems. Audience: All attendees looking to network and exchange information with other users in their industries Page 7