Agenda

[ Printable Agenda ]

Wednesday, April 19


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2:00 pm - 2:45 pm
Noble IQ Users
Small Group
Users of Noble’s IQ products are invited to sit down together in this seminar format to learn about Noble’s new developments for the CallTech, OnQ and Vincio products. We will also talk about some best practices and look at other Noble tools that can be complementary to your IQ solution.

Audience: CallTech, OnQ and Vincio users

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 and Future Clients and Partners
Noble WFM Users
Small Group
Users 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: ShiftTrack WFM users
3:00 pm - 4:15 pm

Industry Discussion Group:
Sales & Marketing

 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: Collections professionals looking to meet and share information with other users in the industry
Industry Discussion Group:
Collections & Recovery
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: All attendees looking to meet other users in their industries and share information
Industry Discussion Group:
Customer Service
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: All attendees looking to meet other users in their industries and share information
4:30 pm - 5:45 pm

General Session: Noble Product Update
 
Noble Systems’ product experts to 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.

Audience: All conference attendees

6:30 pm - 9:00 pm

Beach Picnic (Welcome Reception & Dinner)

 
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)

Audience: All conference attendees




Thursday, April 20


Strategy Experience Best Practices
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9:00 am - 10:30 am

Good Morning, SNUG Awards & Keynote

Good morning from Jim Noble, Jr, followed by Keynote speaker Les Brown
and the presentation of the 2017 SNUG Awards for technology innovations.

Audience: All conference attendees

11:00 am - 12:00 pm

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

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
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
12:15 pm - 1:00 pm

Cool Stuff for Contact Centers:
Sales & Marketing
 
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
Cool Stuff for Contact Centers:
Collections
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
Cool Stuff for Contact Centers:
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
1:00 pm - 2:00 pm
Lunch
 
2:00 pm - 2:45 pm
 
Panel of Experts
 
An 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. Featuring Jim Noble and
a team of Noble execs, compliance law expert Michele Shuster, industry analyst Nancy Jamison, and a Noble user rep.

Audience: All conference attendees

3:00 pm - 4:00 pm

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

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
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
4:15 pm - 5:15 pm

Compliance Workgroup:
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. This workgroup will 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. Featuring contact center compliance expert Michele Shuster.

Audience: Contact center professionals who want to learn how to apply compliance strategies to their programs
Compliance Workgroup:
Collections
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. This workgroup will 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. Featuring contact center compliance expert John Bedard.

Audience: Contact center professionals who want to learn how to apply compliance strategies to their programs
7:00 pm - 10:00 pm

A Night at the Cantina (Dinner & Entertainment)

 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).
(Resort Casual attire preferred.)

Audience: All conference attendees and their guests




Friday, April 21


Strategy Experience Best Practices
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9:00 am - 9:55 am

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
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
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
10:00 am - 10:55 am

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
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
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
11:00 am - 11:55 am

Industry Debrief Group:
Collections

 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 meet other users in their industries and share information
Industry Debrief Group:
Sales & Marketing
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 meet other users in their industries and share information
Industry Debrief Group:
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 meet other users in their industries and share information


View last year's Conference Program.

*Agenda is subject to change. Check back for more details and session information.
Note: Noble Systems reserves the right to audio-tape, video-tape and photograph conference activities and sessions, and to use this footage for promotional activities.