Agenda

Download the Agenda with session descriptions.



Wednesday, 21 June


Strategy Experience Best Practices
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10:00 - 11:00 Registration
11:00 - 11:30
Welcome & Introductons
11:30 - 12:30
General Session: Noble Product Update
12:30 - 13:00
Lunch
 
13:00 - 13:40
Industry Group:
Customer Service
Industry Group:
Collections & Recovery
Industry Group:
Sales & Marketing
13:45 - 14:25
Case Study Session:
Financial Services
Case Study Session:
Collections
Case Study Session:
WFM
14:25 - 14:45 Break
14:45 - 15:25
The Cloud and Your
Contact Centre
– a Winning Combination?
Elevating Performance
with Real-time Data:
(The Manager Experience)
WFM Best Practices
15:30 - 16:10
Optimising Inbound Services
Amplifying Your Employee Engagement
(The Agent Experience)
Contact Center Mgmt
Best Practices

16:15 - 16:55
Building Intelligent Outbound Strategies
Creating More Personalised Interactions
(The Customer Experience)
Noble CARE Best Practices
& Common Technical Requests
17:00 - 18:00 Guru & Demo Desks
18:00 - 19:00 Pre Dinner Drinks
19:00 - 22:30
Gala Dinner (Awards)


Thursday, 22 June


Strategy Experience Best Practices
T
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8:30 - 9:30 Breakfast/Guru Desks/Networking
9:30 - 9:40
Introduction
9:40 - 10:30
Keynote: Gary Neville
10:30 - 11:00
Panel of Experts
11:00 - 11:30 Break
11:30 - 12:10
Discussion: Cool Stuff
Customer Service
Discussion: Cool Stuff
Collections
Discussion: Cool Stuff
Sales & Marketing
12:15 - 12:55
Using IVR to Increase Efficiencies & Service
Improving Interactions with Analytics Intelligence
What's New in ShiftTrack 6.2
12:55 - 14:00 Lunch
14:00 - 15:00
Compliance Panel - PCI, GDPR, Ofcom
15:00 - 17:00 Guru & Demo Desks


View last year's Conference Programme.

*Agenda is subject to change. Check back for more details and session information.
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