SNUG2010 program forpostingpdf SNUG Program...SNUG2010_program_forpostingpdf_SNUG Program.qxd...

SNUG2010_program_forpostingpdf_SNUG Program.qxd 5/7/2010 7:46 AM

Dear Conference Guest:

On behalf of the Noble Systems team, I would like to welcome you to SNUG 2010! We are excited

to have such a diverse group on hand this year, including returning clients and new clients of our

Noble Solution suite brand, as well as users of our CCS, TouchStar, eTelescript, and Liberation

product lines.

Our goal for this year’s conference is to help you see how Noble's innovative contact center

technologies can help you increase efficiencies, streamline processes and improve performance,

so that you can do more with your existing resources. This year’s educational tracks are focused

on demonstrating how our solutions allow you to combine innovative solutions with Best Practices

to give you the Noble advantage – so that you can accelerate your business, making it faster,

smarter, and more productive.

We would like to thank all of our speakers and presenters, guest panelists, and exhibitors. Their

participation is a vital part of our event. We invite you to take advantage of all that SNUG has to

offer, with great opportunities to network, to learn, and to experience the latest advances in contact

center technology. Explore the VENDOR SHOWCASE on Wednesday to fill up your “passport” for extra

Casino Night cash. Then, come see who wins this year’s SNUG Awards at our Gala Dinner.

Of course, you can be a part of the users group experience throughout the year by visiting the

SNUG website at www.nobleusersgroup.com to get the latest users group, product, and company

information. We are honored that you chose to make the investment of time and money to join us

for our 9th annual Select Noble Users Group Conference.

Sincerely,

James K. Noble, Jr. President & CEO, Noble Systems1

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Conference Badges

All attendees (including speakers and

exhibitors) are requested to wear their badges

at all times during the conference. Your badge

is your admission to meals, sessions &

conference events.

SNUG Information Desk

The SNUG Information Desk, located outside

of the main ballroom, is the place to come for

answers to your questions regarding

conference activities.

Noble Care® Help Desk

Noble Systems’ support team presents the

Noble Care® Help Desk. Located on the

conference level, the Help Desk is open on

Wednesday and Thursday to assist you with

your Noble software technical needs.

Demo Lab

Want to learn more about a Noble feature or to

see new tools in action? Get a live

demonstration at our Demo Lab in the

Conference Lobby.

Vendor Showcase

The SNUG Vendor Showcase features

products and vendors for the contact center

industry. Located in the Lobby, the showcase is

open throughout the conference day. Visit our

vendors to earn extra Casino Cash!

Wireless Access

Wireless connectivity is available in our

conference area, so that you can check email

and stay in touch with your company. Don’t

have a laptop? Look for our internet stations in

the Lobby.

Cell Phones

Out of courtesy for guests and presenters, we

ask that you turn off your cell phone ringers

while you are in conference sessions. If you

must use your phone, please leave the room

before doing so.

General Info

What is SNUG?The Select Noble Users Group (SNUG) is designed to maximize your investment in contact center

management solutions from Noble Systems. SNUG addresses current issues influencing the contact center

iindustry as a whole, and specific issues that affect vertical markets. SNUG membership brings a variety of

benefits, including programs focused on building the relationship between Noble and its clients. Membership

in SNUG is included in the Noble Care® annual support plans, and is open to Noble Systems clients worldwide.


www.nobleusersgroup.com3

feat

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spe

aker

sFeatured Speakers

Tom Rocca, President | KPI Group

Tom Rocca is president of KPI Group, headquartered in Atlanta, Georgia. With over 28 years in customer service and sales technology re-engineering for call centers, Tom provides outsource partnerselection, technology selection & contract negotiation, call center auditing, best practices and sales andservice performance enhancement (KPI’s), and federal, state and insurance compliance management. Tomhas been an active member of the ATA since 1987 and is a Past Chairman. Since 1990, he has also beenan active member of SOCAP International and is the Past President of the Georgia chapter, now serving onthe SOCAP National Board of Directors. He also serves as the Georgia Chapter President & on the Boardof Directors of ICSA (International Customer Service Association) in Atlanta.

Ken Sponsler, Vice President & General Manager | CompliancePoint, Inc

Ken heads CompliancePoint, Inc. He has conducted numerous marketing compliance consulting assignments for clients ranging from small Teleservices firms to companies on the Fortune 500. Ken is afrequent speaker on consumer privacy preference compliance topics and serves on several ATA committeesincluding the federal and state legislative comittees and the Compliance Officer’s Forum, and is a memberof the board of directors for the ATA Southeast region. Ken has more than 30 years of management andleadership experience, including prior work as a consultant for Booz, Allen & Hamilton.

Trevor Horwitz, President | TrustNet, Inc

Trevor Horwitz, President of TrustNet, Inc, has over twenty years IT consulting, audit, and management experience. He provides his clients with the leadership and experience needed to address complex issuesin IT security, risk, and compliance. His deep IT experience has helped him serve corporate, government,and not-for-profit clients of all sizes across numerous industries. Prior to joining TrustNet, Trevor has workedwith Reflex Security, PricewaterhouseCoopers, and Fisher Hoffman Stride in Johannesburg, South Africa.He has managed major projects in IT strategy, security, audit, business continuity, and process optimization.Trevor is a PCI Qualified Security Assessor.

Jeff Furst, President & CEO | FurstPerson, Inc

Jeff Furst is the founder, president, and CEO of FurstPerson, Inc., which is based in Chicago. FurstPerson provides web-based talent management solutions specifically for contact centers and other customercontact positions. Jeff has extensive experience with analyzing client needs and designing customized,integrated hiring solutions that sharpen recruitment strategies and tactics, streamline screening andselection, and improve agent retention. Jeff has written numerous articles and has been featured in severalpublications, and often speaks on contact center hiring practices at various industry events.

Donna Fluss, Founder & President | DMG Consulting – Keynote Speaker –

Donna Fluss is the founder and President of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. Ms. Fluss is a recognized thought leader andinnovator in contact center and real-time analytics. For over 26 years, she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is theauthor of the book, The Real-Time Contact Center, the Contact Center QA Guide, the PCI-DSS Guide forContact Center Managers, and many leading annual industry reports on contact center hosting, IVR,outbound dialing, speech analytics, performance management, workforce management,surveying/enterprise feedback management, quality management/liability recording and contact centeranalytics. Donna is a highly respected speaker whose articles and columns are carried by publicationsaround the world.

Mike Hutchinson, Vice President Professional Services | Nexidia

As Vice President of Professional Services for Nexidia, Mike is a seasoned veteran with more than a decade of Contact Center Management experience in multiple outsourced environments. Mike worksdirectly with some of today’s leading organizations, helping them to realize the far-reaching benefits ofspeech analytics. Previously, Mike directed 1000-plus person call center operations and managedworldwide workforce optimization for industry-leading outsourcer, Telvista.


4

Tuesday, April 27

6:00 PM – 7:30 PM : Welcome Reception & Conference Check-in

Westin Lakeside GrillKick off the conference with us in the Lakeside Grill for

cocktails at our ‘meet and greet’ reception. session info

WorkshopsOur optional Certifications workshops offer a special opportunity to get free training on the Noble Systemsfamily of our products. These pre- and post-conferencesessions are exclusive for SNUG attendees and help youget more from your users group experience.

Note: Pre-registration is required for the Certification Workshops.

Tuesday, April 27, 8:30 AM – 12:30 PM

Composer 8

Composer 9

Tuesday, April 27, 2:00 PM – 6:00 PM

Maestro

TouchStar

Thursday, April 29, 1:30 PM – 5:30 PM

CCS

eTelescript

IVR Manager

Liberation

Jeffery Anderson

Dialer Supervisor, APG Contingency SvcsPIONEER CREDIT

Kyle Christensen

Director APG Dialer OperationsSALLIE MAE APG

Doug Fall

Regional Director Outbound Sales TIME WARNER CABLE

Glenn Fisher

CEOAMG SERVICES

Carolynn Horrell-Chamoun

Chief Information OfficerPENNCRO ASSOCIATES, INC

Michael Mahfouz

Director of OperationsTELECHECK INTERNATIONAL, INC

Dave Mortenson

VP, Consumer CollectionsHUNTINGTON BANK

Dale Rainier

Senior ConsultantCGI TECHNOLOGIES & SOLUTIONS, INC

Paul Scherr

Vice PresidentPRECISION DIALING SERVICES, INC

Jeffrey Silver

VP, Customer ServiceSPECIALTY CATALOG

Freddy Sjauw En Wa

Manager Strategic Initiatives & TechnologyFRONTIER COMMUNICATIONS

(select noble advisory panel)

Get connected to Noble Systemswww.noblesys.com

www.nobleusergroup.com


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TRACK(Room)

PRODUCT(Kern)

INNOVATION(Concourse)

BEST PRACTICES(Learning Center)

8:00 am Continental Breakfast (Exhibit Hall Open)

9:00 amGeneral Session

Welcome : James K Noble, Jr | Featured Keynote: Donna Fluss

(Ballroom)

10:00 am Coffee Break (Exhibit Hall Open)

10:30 amIndustry Focus Groups

Collections Teleservices(Kern) (Learning Center)

11:30 am Break

11:45 amComposer – What’s New in the

Noble Agent Desktop?

The SIP Center – Leveraging IP

Technologies for Contact Center

Flexibility

Contact Center Compliance –

A Shared Responsibility

12:45 pm Lunch (Exhibit Hall Open)

1:45 pmMaestro I – Contact Center

Strategies & Management

Data Security &

PCI Compliance –

Securing Your Contact Center

Hiring for the Contact Center –

Improving the Probability of

Making the Right Hire

2:45 pm Break

3:00 pmSpeech Analytics – Gaining

Insights from the

“Voice of the Customer”

Disaster Recovery – Planning

for Business Continuity

Increasing RPCs – Strategies

for Getting Your Message

to the Right Party

4:00 pm Break

4:15 pm

Special Topics (optional)

Focus Group – Liberation TouchStarCable & Communications Roadmap Roadmap

(Kern) (Concourse) (Learning Center)

5:00 pm Break

6:30 pm -

10:30 pm

Reception & Gala Dinner

Featuring SNUG Awards and Casino Night

(Ballroom)

Wednesday, April 28

Breakfast, Lunch and Breaks will be served in the Conference Lobby and in the Dining Room. If you have any questions about conference activities, please see the SNUG Information Desk or ask a SNUG Ambassador.


agendaThursday, April 29

6

TRACK(Room)

PRODUCT(Kern)

INNOVATION(Concourse)

BEST PRACTICES(Learning Center)

8:00 am Continental Breakfast (Exhibit Hall Open)

9:00 amMaestro II – Understanding

Resource Configurations

& Management

Noble Enterprise – Get in the

Fast Lane with Noble’s

Premier Platform

Upgrading Agent Performance –

A Guide to Increasing

Agent Productivity

10:00 am Break

10:15 amThe ‘Cool Stuff’ – Getting More

from Your Noble Technology

Workforce Management –

Optimize Your Forecasting &

Scheduling Processes

Noble Care – Technical Services

to Maximize Your Investment

11:15 am Break

11:30 amGeneral Session

Panel of Experts – Q&A(Ballroom)

12:00 pm See You Next Year!

Westin Guide


sess

ion

info


Wednesday, April 28

9:00 AM – 10:00 AM : General SessionLocation: Ballroom

Welcome – James K. Noble, Jr. & Chris Hodges

Keynote: The Future of Inbound & Outbound

Contact Centers – Donna FlussContact centers, enabled by innovative technology, applications and best practices, are increasinglycontributing to top enterprise goals. This presentationon the Future of Inbound and Outbound ContactCenters will provide you with insights that will help youposition your organization to become an essentialcorporate player.

10:30 AM – 11:30 AM : Industry Focus Groups

What are other users doing in their centers to deal with day-to-day challenges and industry trends? Theseinteractive focus groups allow you to meet with otherusers and learn their secrets to success. Our roundtableformats are designed to help you jump-start yourconference experience to accelerate your business.

Collections

Moderator: Joel RickmanLocation: Kern

Teleservices

Moderators: Chris McMillan & Bill HiggsLocation: Learning Center

11:45 AM – 12:45 PM : Break-out Sessions

Composer – What's New in the Noble AgentDesktop?

The Composer Agent Desktop offers a flexible agent scripting and workflow environment that allows you toimprove the efficiency of customer contacts andstreamline agent tasks. This session will highlight thenewest features for Noble's award-winning agent toolsand show you how they can help accelerate youragents’ productivity.

Presenter: Greg Borneman

The SIP Center – Leveraging IP Technologiesfor Contact Center Flexibility

Now is the right time to start planning an investment in Internet Protocol (IP) and software-based contact

center solutions. SIP/IP can vastly reduce operatingexpenses, simplify management overhead, providegeographic flexibility and improve quality, particularlyfor multi-site contact center operations. We'll talk abouthow you can get more from the IP technologies – suchas VoIP, SIP dialing and trunking, and IP-PBX –exploring how they work, how they can impact yourbusiness, and why implementing them can be the nextstep in your contact center evolution.

Presenter: Reddy Annapureddy

Contact Center Compliance – A SharedResponsibility

Compliance with US/Canadian federal and state laws can be a daunting task due to the patchwork of lawsand lack of federal preemption. Sellers and servicebureaus share in the compliance burden yet there areoften gaps in compliance due to a lack ofunderstanding of the requirements or lack ofcommunications between the parties. Incorrectassumptions have led to major enforcements for bothsellers and service bureaus. This session will explorehow compliance responsibilities must be shared andhow each party can ensure its own interests areprotected, and will also divulge best practicescompliance programs that have worked for others.

Presenter: Ken Sponsler

1:45 PM – 2:45 PM : Break-out Sessions

Maestro I – Contact Center Strategies & Management

Learn how to use the tools in Maestro to manage your in-production contact center more effectively. Thissession explores how the system’s real-time monitoringand agent tools help managers see the pulse of thecontact center and make decisions to improve agentefficiencies.

Presenter: Chris Recio

Data Security & PCI Compliance – SecuringYour Contact Center

Data Security and Compliance present on-going challenges for contact center professionals. Join ourSecurity experts to explore the basics of data securityand PCI Compliance. See how advanced technologysolutions and options from Noble Systems can protectyour center's data and your customer's confidentialinformation so that you can keep up with today's fast-paced business environment.

Presenter: Trevor Horwitz

Product | Kern Innovation | Concourse Best Practices | Learning Center


Hiring for the Contact Center – Improving theProbability of Making the Right Hire

Recruiting and hiring the right people for your center is crucial to your operations. Turnover is costly andunder-performing agents can slow down yourbusiness. This session will explore how using astandardized pre-hire assessment process - of bothyour company and your applicants – can help youidentify the best candidates to build your agent teamand to keep your center growing.

Presenter: Tom Rocca & Jeff Furst

3:00 PM – 4:00 PM : Break-out Sessions

Speech Analytics - Gaining Insights from the"Voice of the Customer"

While contact centers record thousands of hours of calls every month, studies show that less than 8% areever listened to or included in any type of analysis.We'll demonstrate how Speech Analytics can help youlearn more about customers and your agents,recognize customer signals, identify problem areas,and reduce costs. This session includes a case studyof how a collection agency used SA to improvecustomer service and collections.

Presenter: Karl Walder

Disaster Recovery – Planning for Business Continuity

Don't let a service disruption slow down your business! Protecting your contact center data andoperations are vital. This session will discuss how youcan get prepared with redundancy planning andrecovery solutions for mission-critical functions. Youwill become familiar with options for managing dataprotection and for developing a Business Continuity &Disaster Recovery Plan.

Presenter: Jason Ouimette

Increasing RPCs – Strategies for GettingYour Message to the Right Party

Right Party Connects are crucial to the productivity of your center and to meeting your program goals. Thissession will investigate different strategies that canhelp you increase RPCs to give more presentations,recover more debt, and build customer satisfaction.Strategies such as messaging, best time to call,alternate numbers, account ownership and other toolscan help you ensure that you are speaking with theright person for each call.

Presenter: Reddy Annapureddy

4:15 PM - 5:00 PM : Special Topics(Optional)

Liberation & TouchStar Product Roadmaps

Are you a Liberation or TouchStar user? Then you won't want to miss this session. You will learn how tomaximize your investment in Liberation & TouchStaras a client of Noble Systems. We will discuss thefuture of Noble's SMB solution and the Liberation &TouchStar products and address your questions in thisinteractive format.

Presenters: Mark Moore, Randy Bassuk

Cable & Communications Focus Group

Cable and communications users will want to tune in to this special networking group. You will meet withother users in your industry to discuss how Noble'sfamily of solutions can help you keep up with day-to-day challenges and industry trends.

Presenter: Guy Williams

session infoWednesday, April 28

8


Help DeskVisit the Noble Care services teamto meet our support professionals.

Located in Acacia (next to the Starbucks).

Demo LabStop by any time for a look at the

newest Noble product developments.Located in the Conference Lobby.


sess

ion

info


Thursday, April 29

9:00 AM – 10:00 AM : Break-out Sessions

Maestro II – Understanding ResourceConfigurations and Management

Discover how Maestro can help you manage your company's business strategies. See how innovativeData Management tools for building tables, filters, andprofiles, IVR and Skills Based Routing for intelligentrouting, and Utilities can help you automate processesthat go beyond basic call center work flows to affectyour entire organization.

Presenter: Chris Recio

Noble Enterprise – Get in the Fast Lane withNoble's Premiere Platform

Noble's SMB solutions offer a powerful entry-point for small and mid-size businesses. Now that you're readyto take your business to the next level, NobleEnterprise gives you all the flexibility, performance,and tools you need to succeed. This session will showyou how you can transition your SMB system to theEnterprise platform to take advantage of Noble'sunified solutions for contact center management.

Presenter: Jim Bass

Upgrading Agent Performance – A Guide toIncreasing Agent Productivity

Want to pick up the productivity of your agents? If you are looking to help your agents do more, thissession is a must-see. Our team of contact centerexperts will outline tips and tools you can use to "getmore" from your agent interactions every day –starting right now. Learn how strategies, agentmotivation, and other ideas can help your agentsimprove the quantity and quality of their contacts.

Presenter: Tom Rocca

10:15 AM – 11:15 AM : Break-out Sessions

The 'Cool Stuff' – Getting More from YourNoble Technology

Get a closer look at how organizations are using Noble's contact technology – including agent and managerdesktops, strategy planning, and resource management– to create their own innovations and do more withcustom solutions and applications to meet their businessrequirements and improve the efficiency andeffectiveness of their contact center programs.

Presenter: Ellwood Neuer

Workforce Management – Optimize YourForecasting & Scheduling Processes

Workforce Management (one part of a complete Workforce Optimization solution) helps you balancebusiness requirements and staffing with serviceexpectations. Learn how Noble WFM streamlines yourcontact center planning processes, freeing yourmanagers from the time-intensive processes offorecasting call volumes, creating agent schedules,and measuring performance and adherence. Noble'sinnovative WFM tools support both inbound andoutbound programs and can be implemented acrossany of our product platforms.

Presenter: Karl Walder

Noble Care – Technical Services to MaximizeYour Investment

Learn how to make the most of Noble Care. More than just a Help Desk, Noble Care offers a full-range ofservices, including professional consulting solutions,advanced support features, and more. We'll take youon a "tour" of our support and services areas to showyou how to get technical assistance, diagnose issues,escalate tickets, and request custom development.And, see how our TOP team can help shift your centerinto high-gear.

Presenter: Jason Conner

11:30 AM – 12:00 PM : General Session

Panel of Experts – Q&A

Back by popular demand! Noble Systems brings together the top minds and know-how in our productand service delivery groups to participate in an openQuestion & Answer format with the audience. This isone of our most popular sessions.

Moderators: Chris Hodges, Tom RoccaPanelists: James K. Noble, Jr., Chad Hitchcock,

Ellwood Neuer, John Simpson, Jim TexterLocation: Ballroom



vendor showcase

10

Aculab offers a wide range of enabling technology products

and services which improve the value and performance of

contact center and broadcast solutions. Aculab’s hardware

and software products help you ‘optimize’ your contact center

applications. www.aculab.com

Direct Capital is a national lender committed to your success.

Whether you are a business purchasing equipment or

technology, or a supplier looking for a firm to provide financing

for the products you sell, Direct Capital offers fast, easy access

to capital with a focus on providing excellent service. These

are the cornerstones of our firm and remain our commitment

to you.

www.directcapital.com

FurstPerson is the industry-leading, single-source solution for

call center hiring, pre-hire assessments, and call center

simulations. FurstPerson’s clients are able to transform today's

hiring practices into best-in-class hiring practices, which

enable them to reduce turnover, improve new hire job

performance quality, reduce hiring costs, and grow revenue

and profits.

www.furstperson.com

Nexidia is the audio search company with breakthrough

applications that enable customers to quickly gain new insight

and build a competitive advantage from audio content found in

contact centers and government intelligence.

www.nexidia.com

DNCSolution™ from PossibleNOW is a suite of Internet-based

services that handle the full range of Do Not Contact

compliance (Do Not Call, Do Not Fax, Do Not E-mail, Do Not

Mail). CompliancePoint, a PossibleNOW company, provides

safe harbor audits, vendor compliance assessments for call

centers, and written compliance guidelines development. www.possiblenow.com | www.compliancepoint.com

Vendor Showcase

EARN CASINO $ with the EXHIBITOR PASSPORT Program

Visit the Vendor Showcase and collect stamps from FIVE of our exhibitors

in your EXHIBITOR PASSPORT to earn additional Casino Cash!

Redeem your Passport at Wednesday night’s Gala Dinner to receive your extra cash.

(Must present passport to qualify.)


4151 Ashford Dunwoody Road, Suite 600, Atlanta, GA 30319888.866.2538 | 404.851.1331 | www.noblesys.com | www.nobleusersgroup.com


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