emea get connected product experts share their knowledge, leading you on the ‘journey to...
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GET CONNECTEDEMEA
Welcome to SNUG 2017!
Our Select Noble Users Group is designed to help you get connected with your Noble products, with other Noble users facing the same business challenges you face and with the Noble team. We are honoured that you have chosen to join us for our 6th annual EMEA conference.
Our goal is to deliver educational sessions, interactive forums and networking opportunities in a knowledge-sharing environment, giving you actionable takeaways to help your business improve performance and results and build stronger customer interactions.
GET CONNECTED
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Connect to Noble SystemsGet updates on Noble news, events,and products at www.noblesystems.com
Visit www.nobleusersgroup.com
Find us on social media.
Demos
Want to learn more about Noble features or see new tools in action? Get a live, one-on-one demonstration at our Demo Desk, hosted by our Solutions Engineering team. Desks are closed during general sessions. Please book your session at the Information Desk.
Noble Gurus
Do you have a specific product question or want to know how to use a feature more effectively? Visit our Noble Gurus and let our product experts share their knowledge, leading you on the ‘journey to enlightenment’. Please book your session at the Information Desk.
SNUG Information DeskThe SNUG Information Desk is the place to come for answers to your questions regarding conference activities.
Conference BadgesAttendees (including speakers and guests) are requested to wear their badges at all times during the conference. Your badge is your admission to meals, workshops, sessions and networking events.
Mobile PhonesAs a courtesy for guests and presenters, we ask that you turn your mobile phone to silent whilst you are in conference sessions. If you must use your phone, please leave the room before doing so.
#snug2017 @noblesystemsEnjoying yourself, or perhaps you’ve learnt something new? Please tweet about it!
General Info
Get Connected...In addition to our educational sessions, SNUG offers a number of opportunities for you to connect with your Noble solution, with other users and with the Noble team – so you can get the most from your conference experience.
Gary Neville Gary Neville is a former football player and club captain for Manchester United. He also served as assistant manager for the England national football team. Having retired in 2011, today Gary is a successful business professional with a hospitality business, various hotel projects, development and design consultancy – in addition to being a football analyst and co-commentator for Sky Sports.
James Lothian | Bechtle UK
James has over two decades of experience in IT from network architecture and support to product management. He is a noted technology evangelist helping to drive key messaging into the market and he specialises in the Security, Networking and Performance arenas. He will be joining the Compliance Panel as an expert on GDPR.
Keynote Speaker
Zach Thornton | DMA
Zach is the External Affairs Manager at the Direct Marketing Association. He is responsible for leading the Association’s lobbying efforts both in the UK and in Brussels. Over the last three years, he has been primarily focused on data protection policy, working to ensure that the General Data Protection Regulation strikes a balance between the rights of consumers and the interests of businesses. Zach will be joining the Compliance Panel, bringing his knowledge of GDPR and the DMA.
Melanie Cumming | Stirling & Cumming Global
In her career spanning 20+ years, Melanie has worked for American Express, Barclays, Investec, Citi Bank and HSBC. She is CEO and founder of Stirling & Cumming Global, a global consultancy company whose aim is to provide a global network to put people in touch and to help organisations become more efficient and effective, whilst simultaneously reducing costs & losses. Melanie will be joining various sessions throughout SNUG.
Stephen Ruschitzko | Resonation
Stephen is a customer experience strategist and Managing Director of Resonation, helping companies transform their customer experience by aligning company vision, customer growth and brand promise. From 2006 to 2015, Stephen was VP and Director of Customer Care for Virgin Media Ireland, where he transformed the customer experience within the contact centre environment throughout a period of significant company expansion and customer growth. Stephen will be sharing his experiences in several sessions throughout the conference.
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Guest SpeakersDave Nicholls | DJN Solutions
With 25+ years’ experience in contact centres, including 19 years with Predictive Diallers, Dave is an independent consultant specialising in the outbound dialling industry. An expert on Outbound Dialling Best Practices and Ofcom compliance, Dave will be available to give out his expert advice on the Compliance Panel.
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The Technology Innovator Award recognises the Noble Systems Client who has been our top partner in advancing the Noble product lines by using existing features and tools in innovative ways, helping us build and test new features, or adopting and implementing new technologies. This award is nominated and voted for by Noble employees.
The Gold Service Award is given toa Noble Systems employee that has provided outstanding service to clients. Noble team members are nominated by our users, who describe why the individual deserves to be recognised for exemplary client service.
The Best Practices - Contact Centre Operations Award recognises a company who uses best practices and methods to achieve maximum results in its daily contact centre activities. Nominated companies describe the methods they use to achieve Best Practices and how these help the company meet its operational goals.
The Best Practices - Workforce Management Award recognises a company who uses best practices and methods to achieve maximum results in Workforce Management. Nominated companies provide detail around WFM methods used and how they contribute to the company’s success.
At the Gala Dinner, Noble Systems will present the SNUG Awards program. This program recognises individuals and companies that represent Noble’s pioneering spirit, client-centric focus and commitment to excellence.
Gold Service Award Technology Innovator Award
Best Practices - Contact Centre Operations Award
Best Practices - Workforce Management Award
SNUG Awards
08.30 Breakfast
09.30 Good MorningKeynote: Gary Neville
10.30 Panel of Experts
11.00 Break
11.30 Discussion Group: Cool Stuff for Customer Service
Discussion Group: Cool Stuff for Collections
Discussion Group: Cool Stuff for Sales & Marketing
12.15 Using IVR to Increase Efficiencies & Service
Improving Interactions with Analytics Intelligence
What’s New in ShiftTrack 6.2
12.55 Lunch
14.00 Compliance Panel
15.00 - 17.00 Guru & Demo Desks
Wednesday
Thursday
EXPERIENCESTRATEGY BEST PRACTICES
EXPERIENCESTRATEGY BEST PRACTICES
10.00 Registration
11.00 Welcome & IntroductionsNoble Product Update
12.30 Lunch
13.00 Industry Group: Customer Service
Industry Group: Collections & Recovery
Industry Group: Sales & Marketing
13.45 Case Study Session: Financial Services
Case Study Session: Collections
Case Study Session: WFM
14.25 Break
14.45 The Cloud and Your Contact Centre
Elevating Performance with Real-time Data WFM Best Practices
15.30 Optimising Inbound Services
Amplifying Your Employee Engagement
Contact Centre Management Best Practices
16.15 Building Intelligent Outbound Strategies
Creating More Personalised Interactions
Noble CARE Best Practices
17.00 Guru & Demo Desk and Drinks Reception
18.00 - 23.00 River Cruise, Gala Dinner & SNUG Awards
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Information/Registration
Desk
Conference Rooms
Meeting Rooms
Breakout SessionsMtg Rms 2-3
TestimonialsMtg Rm 4
MeetingsMtg Rm 1
Breakout SessionsMtg Rm 7
ExecMeetingsMtg Rm 5
Breakout SessionsMtg Rm 8
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11.00–12.30 General Session
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GS
Good morning and welcome. Introduction to SNUG from a global perspective, followed by the Noble Product Update, in which Noble Systems’ product expert 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.
Location: Grand Ballroom
Welcome, Introductions & Noble Product Update S
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BP
The Cloud and Your Contact Centre –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 organisation, including looking at why some companies have chosen to move their solutions to the cloud and the results of their experience.
Products: Enterprise CloudPresenter: Luke YaghmooraliLocation: Meeting Room 7
Elevating Performance with Real-time Data(The Manager Experience)
Contact Centre Managers are tasked with managing resources and resolving challenges to meet operational goals, while 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.
Products: Harmony, Omnichannel, Inbound 100, RTSA, QAPresenters: Steve Adams & Geoff DonnellyLocation: Meeting Room 2 & 3
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.
Products: ShiftTrackPresenters: Nikki Quinn & Tom EtterLocation: Meeting Room 8
WFM Best Practices
14.45–15.25 Breakout Sessions
WG Industry Discussion Groups
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.
Collections & RecoveryPresenters: Dave Porter & Melanie CummingLocation: Meeting Room 2 & 3
Customer ServicePresenters: John Smith & Tom Etter Location: Meeting Room 7
Sales & Marketing Presenters: Julian DeggLocation: Meeting Room 8
13.00–13.40 Workgroups
Key
Best Practices Track
Strategy Track
BP
Experience Track
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Workgroup TrackWG
Wednesday
WG Case Study Sessions
These case study sessions offer insights into real life examples of Noble customers using the technology effectively to achieve their business goals.
Financial Services Presenters: Paul Cicchelli & permanent tsbLocation: Meeting Room 7
CollectionsPresenters: Paul Wood & Dollar FinancialLocation: Meeting Room 2 & 3
WFMPresenters: Chris Brown & Welsh Ambulance ServiceLocation: Meeting Room 8
13.45–14.25 Workgroups
WFM TrackWFM
WFM
WFM
17.00–22.30River Cruise, Gala Dinner & SNUG AwardsJoin us for a pre-dinner drinks reception on the Mezzanine Level of The Lowry Hotel from 17:00 followed by a short walk together at 18:00 to the mooring point to board the canal boat river cruise. This will be followed by dinner and entertainment at the Imperial War Museum. The evening also includes our annual SNUG Awards presentation. Transportation by coach back to The Lowry Hotel will be provided at 22:30.
Wednesday
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BP
Optimising 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.
Products: Inbound 100, IVR, QA, Recorder, Harmony, Composer Multi-session, RTSAPresenter: Ellwood NeuerLocation: Meeting Room 7
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.
Products: Composer Multi-session, ShiftTrackPresenters: Geoff Donnelly, Stephen RuschitzkoLocation: Meeting Room 8
This session is a must-see for anyone looking to improve contact centre productivity. Put our 26+ 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.
Products: Composer Multi-session, Harmony
Presenters: Julian Degg & Carphone WarehouseLocation: Meeting Room 2 & 3
Contact Centre ManagementBest Practices
15.30–16.10 Breakout Sessions
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BP
Building Intelligent Outbound StrategiesMaximising contacts whilst optimising efficiencies and staying compliant is an on-going challenge. 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, whilst helping you comply with critical regulatory requirements.
Products: Compliance, Omnichannel, CallTechPresenters: John SmithLocation: Meeting Room 2 & 3
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.
Products: Omnichannel, Interaction AnalyticsPresenters: Paul Cicchelli & Nikki QuinnLocation: Meeting Room 7
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, review frequently asked questions and request assistance.
Presenters: Mark Moore, Lynda Wieland & Rob AlcockLocation: Meeting Room 8
Noble CARE Best Practices & Common Technical Requests
16.15–16.55 Breakout Sessions
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WFM
09.30–11.00 General Session
GS
Good morning and welcome from Colin Chave, General Manager EMEA, and our Keynote Interview with Gary Neville. The open Q&A session with Noble’s Panel of Experts will follow; with its interactive format and direct answers to audience questions, the Panel of Experts is always a highlight of the conference experience.
Location: Grand Ballroom
Good Morning, Keynote & Panel of Experts S
E
BP
Using IVR to Increase Efficiencies & 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, while outbound messaging and automated surveys give you added value beyond the normal “hold” cycle.
Products: IVRPresenters: Paul Wood & Vitality HealthcareLocation: Meeting Room 2 & 3
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.
Products: CallTech, Vincio, RTSAPresenters: Chris Brown & Geoff DonnellyLocation: Meeting Room 7
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.
Products: ShiftTrackPresenters: Tom Etter & Ellwood NeuerLocation: Meeting Room 8
What’s New in ShiftTrack 6.2
12.15–12.55 Breakout Sessions
WG Discussion Groups: Cool Stuff for Contact CentresFrost & 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.
Collections & Recovery Presenters: John Smith & Geoff DonnellyLocation: Meeting Room 2 & 3
Customer ServicePresenters: Paul Wood & Ellwood NeuerLocation: Meeting Room 7
Sales & TelemarketingPresenters: Julian Degg & Nikki QuinnLocation: Meeting Room 8
11.30–12.10 Workgroups
Key
Best Practices Track
Strategy Track
BP
Experience Track
S
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Workgroup TrackWG
Thursday
14.00–15.00 General Session
GS
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 organisations. This compliance panel will provide the audience with a chance to question our panel of external experts on updates on the latest regulatory news, including Ofcom, GDPR, WFM controls and case management.
Location: Grand Ballroom
Compliance Panel
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WFM
WFM TrackWFM
Noble Systems looks to SNAP to provide counsel for development and service delivery activities. Through the advice provided by our SNAP members, we gain a client perspective on how we can focus our activities to better serve the needs of our users. SNAP helps us develop a closer relationship with our clients and enriches our technology offering, allowing us to add value for all our clients.
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Select Noble Advisory Panel
Cabot Financial (Europe) LtdCasey McDonald
CURO Transatlantic LimitedSean Gallacher
Indigo Michael LtdNatasha Widdess
Paragon GroupRob McLean
Permanent tsb Group Holdings plc
Alan Murphy
Phillips & Cohen Associates (UK) LimitedDavid Wilson
PRA Group (UK) LtdTom Walters
Stellar Europe LLCAndrew Reid
The Carphone Warehouse LtdMatt Mytenka
Vitality HealthcareGraeme Meikle
