Agenda

Download the Agenda with session descriptions.



Tuesday, 10 October


Strategy Experience Best Practices
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9:30 am - 10:15 am
Industry Discussion Group:
Customer Care
This interactive industry-based group allows 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: Customer Care industry professionals looking to meet and share information with other colleagues
Industry Discussion Group:
Sales & Collections
This interactive industry-based group allows 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: Sales & Collection industry professionals looking to meet and share information with other colleagues
10:25 am - 12:30 pm

Welcome, Keynote Address and Noble Product Update
 
Good morning and welcome from Ashley Clayton, General Manager APAC. An introduction to SNUG from a global perspective, followed by our Keynote Speaker. Concludes with the Noble Product Update, in which Noble Systems’ product expert will show you the newest releases 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.

Audience: All conference attendees
12:30 pm - 1:15 pm Lunch
1:15 pm - 2:00 pm
Building Intelligent
Outbound StrategiesMaximising contacts whilst optimising 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 maximising right party contacts with pacing & performance, best time to call and list management, while helping you comply with critical regulatory requirements.

Audience: Operations and Managers looking to improve results for collections, sales, lead generation, fundraising etc

Products: Omnichannel, CallTech
Elevating Performance with Real-Time Data
(The Manager Experience)Contact Centre Managers are tasked with managing resources and resolving challenges to meet operational goals, whilst keeping employees engaged and maximising 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 programmes and more, so you can stay on top of activities and results and make more informed decisions to optimise performance.

Audience: Users who want to learn more about the features and functionality of Noble’s manager desktops

Products: Harmony, Multisession, Omnichannel, Inbound 100, RTSA, Quality Assurance
WFM Best PracticesWorkforce 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

Products: ShiftTrack
2:10 pm - 2:55 pm
Improving Interactions
with Analytics IntelligenceYou 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

Products: CallTech, RTSA, Vincio
Amplifying Your Employee Engagement
(The Agent Experience)Maintaining a consistent, knowledgeable, and motivated team is critical for contact centres. Dissatisfied agents have a significant impact for contact centres, not only increasing costs to recruit and train new agents, but also impacting the quality of customer service. 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 increase employee engagement.

Audience: Users who want to learn more about Noble’s integrated tools for creating a better agent experience

Products: Composer
What's New in ShiftTrack 6.2Users of the Noble WFM solution are invited to sit down together in this seminar format to learn about Noble’s new developments for the ShiftTrack product. We will also talk about some best practices and look at other Noble tools that can be complementary to your WFM solution.

Audience: Operations and Team Leaders focused on improving efficiencies with advanced schedule automation

Products: WFM
3:15 pm - 4:00 pm
Optimising Inbound Services
with an Omnichannel ApproachInbound 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

Products: Inbound 100, IVR, Quality Assurance, Recorder, Composer, Web Chat, Harmony, RTSA
Creating More Personalised 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 personalisation tools and tactics to engage your customers, maximise 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

Products: Omnichannel, Interaction Analytics
Contact Centre Management
Best PracticesThis 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 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

Products: All
4:10 pm - 5:00 pm

Industry Trends - What's Hot in the Cloud
 
Noble’s Cloud solutions offer a viable alternative to premise-based systems, providing industry-leading performance and reliability, whilst 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.

Audience: All conference attendees
5:00 pm - 6:30 pm

Cocktails & Canapés
 
Join us for drinks and canapés on the Pier One Boardwalk.

Audience: All conference attendees
6:30 pm - 9:30 pm

Dinner, Entertainment & Awards
 
Contine your evening with dinner and entertainment in the Pier One hotel's prestigious Water Room, including our annual SNUG Awards presentation.

Audience: All conference attendees


Wednesday, 11 October


Strategy Experience
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9:00 am - 9:45 am
Noble CARE Best Practices
& Common Technical RequestsLed 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
Using IVR to Increase
Efficiences & ServiceIVR 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 personalised offers, self-service and payment tools, optimised call routing, queue management and enhanced features can help you provide a richer caller experience, whilst 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

Products: IVR
9:55 am - 10:40 am
Discussion Group:
Cool Stuff for Customer Care
We point out 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
Discussion Group:
Cool Stuff for Sales & Collections
We point out 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
10:50 am - 11:35 am
Customer Spotlights:
Customer Care
This case study session offers insights into real-world examples of Noble customers using the technology effectively to achieve their business goals.

Audience: Customer Care industry professionals looking to meet and share information with their colleagues
Customer Spotlights:
Sales & Collections
This case study session offers insights into real-world examples of Noble customers using the technology effectively to achieve their business goals.

Audience: Sales and Collection industry professionals looking to meet and share information with their colleagues
11:45 am - 12:30 pm

Panel of Experts & Closing
 
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.

Audience: All conference attendees
12:30 pm - 1:30 pm
Networking Lunch
 


*Note: Conference space is limited due to facility capacity and resources and Noble Systems reserves the right to cap the total number of registrations accepted and to close the registration process prior to the posted deadline if deemed necessary in consideration of the overall experience and safety of our attendees.