See the list of Featured Speakers
Select a time bracket to see session names & descriptions • Printable Agenda
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 Noble Clients and Partners, New users, first-time SNUG attendees
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 product
Good morning and Noble company update from Jim Noble, Jr, followed by the Keynote from Rocky Bleier, and the presentation of the 2018 SNUG Awards for technology innovations.
Who Should Attend? ... All conference attendees
Product – Noble WFE: Engaging Your Workforce
Workforce Engagement (WFE) helps you optimize the two most mission-critical 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
Performance – 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
Collaboration – 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
Product – 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.
Who Should Attend? ... Users who want to learn more about using Noble’s IQ and analytics tools to improve interactions
Performance – 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 on activities, results, and KPIs to help you make more informed decisions and optimize performance.
Who Should Attend? ... Users who want to learn more about Noble’s manager desktops and reporting tools
Collaboration – 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.
Who Should Attend? ... Users who want to discuss omnichannel strategies and tools
Product – 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.
Who Should Attend? ... Users who want to learn more about the features and functionality of Noble Composer and Agent tools
Performance – Increasing Outbound Performance
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
Collaboration – 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 the right fit for your organization.
Who Should Attend? ... Operations and IT who want to learn more about Noble’s range of deployment models
Product – 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, web-based 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.
Who Should Attend? ... Users who want to learn more about the features and functionality in Noble Harmony
Performance – 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
Collaboration – Automating Workflows to Improve Efficiency
Noble helps you simplify workflows and common functions with process automation. This session will look at how Noble helps you 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
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.