agenda | june 2, 2015nice-files.com/files/interactions_2015/agenda_2015.pdf · transforming...
TRANSCRIPT
Transforming Customer Experience
Driving Operational Excellence with Analytics
Operational Excellence in Real-Time
Driving Employee Engagement
Optimizing Workforce Management
Perfecting Back Office Operations
Taking Recording to the Next Level
Incentive Compensation Management
RoadmapTransformationand Vision
“Perfect Experiences Come to Life”- GuidedDemo Toursat Showcase
EDUCATIONSpecial InterestWorkforce and
Performance Management
Interaction Management and Real-Time Solutions
Quality Optimization and Interaction Analytics
Room 211 Room 217A Room 217B Room 217D Room 217C Room 209 Room 214B Room 214A Room 214C Showcase Room 210 Room 212 Room 213 Room 214D
11:30 a.m.-12:15 p.m. Customer Engagement Analytics: Let Customers be Your Compass
NICE
Operationalizing Interaction Analytics Step-by-StepNICE
Revolutionize the Agent Experience with NICE Real-Time SolutionsNICE
Transform your Customer Service Culture with NICE Workforce Optimization (WFO)
NICE
Creating Perfect Experiences Through Employee Engagement – WFM RoadmapNICE
Uncover Hidden Opportunities in the Back Office to Continuously Create the Perfect Experience
NICE
Get More With Multi Channel Recording- NICE Advanced Interaction Recorder (AIR) and Engage PlatformNICE
Executive Welcome to the Incentive Compensation Management (ICM) Track
NICE
The Future of Customer Service
NICE
Essential Skills Management in WFM
NICE
Tips and Tricks in Business AnalyzerNICE
Business Driven Quality Management and Analytics-Based/Tagging-Based Quality Optimization
NICE
Love NUG!Put the NICE User Group to Work for You
NUG Board of Directors
12:15 - 1:50 p.m. Lunch at Showcase in Exhibit Hall D
2:00 - 2:45 p.m. Extraordinary Experiences. Every Time!American Express Travel & Lifestyle Services
Using Interaction Analytics to Build a World Class QM OrganizationOptum
Drive Operational Excellence with the Right Information at the Right TimeAsurion
Call Center Gamification: Improving Agent Engagement with Performance Enhancing DataBunchball
From Optimization to Engagement with Version 6.xPSEG Long Island, AAA Oregon/Idaho
How Real-Time Activity Monitoring Improves Productive Time and Throughput at Aetna Back OfficeAetna
Improve Cross Channel Customer Experiences and Drive Long Term Growth with OracleOracle Communications
Incentive Compensation Management (ICM) Customer Roundtable
NICE
Portfolio Strategy and Roadmap
NICE
Delivering an Exceptional Customer Experience Across the Journey
NICE
Flexibility:The WFM Road Less TraveledNICE
The Interaction Center - The Brains of NICE Interaction Management
NICE
Best Practices in Managing Your Analytics Lexicons
NICE
Top Trends & Best Practices in Workforce Optimization
SWPP, QATC
3:00 - 3:45 p.m. Sprint’s Journey with Voice of the CustomerSprint
From Insight to Action: eBay’s Contact Reduction InitiativeeBay Marketplace
Improve Your Customer Experience with Real-Time Process Optimization
Blue Cross of Idaho
Charting a Course to a New Destination, the American Airlines NPM Implementation
American Airlines
WFM Goes Mobile with Employee Engagement ManagerNICE
Kill Boring Work: Robotic AutomationIKEA
NICE Advanced Interaction Recorder (AIR): Under the HoodNICE
How the NICE Technology is Changing the Incentive Compensation Management (ICM) Business
NICE
From Vision to TransformationAlliance Data, Ameritas, NJM Insurance Group
Driving Employee EngagementNICE
Personnel Planner for NICE Workforce Management 6.4
NICE
Tips and Best Practices for VMware Virtualization for NICE Interaction Management
NICE
Getting the Right Score Formula for Your QM FormNICE
Operations Support Services: A Proactive Approach to Support
NICE
3:45 - 4:00 p.m. Break
4:00 - 4:45 p.m. Leverage Omni-Channel to Drive Action to Improve Customer ExperienceFrost & Sullivan
Converting Callers to Clients with NICE Interaction AnalyticsMoney Management International (MMI)
Every ‘Build it Yourself’ Begins with Flawless Delivery
IKEA
Get the Scoop on GamificationHSN
Unlock the Secrets to Efficient SchedulingL.L.Bean, Inc., Allconnect
Improved Productivity Through Insights from Desktop Analytics
Optum
Never Lose a Single CallNICE
Sales Performance Management (SPM) EvolutionCanidium
Transformation Case Study- Aligning the WFM Practice to the Call Center Operations
TD Ameritrade
NICE Workforce Management: What to Expect When UpgradingNICE
Profiles, Profiles, Profiles: Best Practices in Permissions ManagementNICE
Optimization to WIIFM: From a Swing and a Miss to a Perfect Game
WPS Health Insurance, Liberty Mutual, US Bank
Winning with Omnichannel
Cisco
Agenda | June 2, 20157:30 - 8:50 a.m. Breakfast at Showcase in Exhibit Hall D
9:00 - 9:15 a.m. Opening - Delivering the Perfect Experience Tom Dziersk, President, NICE Americas
9:15 - 9:35 a.m. Creating Perfect Experiences Barak Eilam, CEO, NICE
9:35 - 9:55 a.m. Customer Engagement for the Perfect Experience Miki Migdal, President, Enterprise Product Group, NICE
9:55 - 10:05 a.m. Customer Excellence Awards - Business Impact Tom Dziersk, President, NICE Americas
10:05 - 10:35 a.m. Simple.Smart.Connected Kelley Kurtzman, VP of Global Consumer Sales & Service Center Operations, Verizon
10:45 - 11:00 a.m. Customer Excellence Awards - Implementation Tom Dziersk, President, NICE Americas
11:00 - 11:30 a.m. Break
In Cooperation
5:30 - 7:00 p.m. Happy Hour at Showcase in Exhibit Hall D
7:00 p.m. Departure from Showcase
7:00 - 12:00 p.m. Customer Appreciation Party
Transforming Customer Experience
Driving Operational Excellence with Analytics
Operational Excellence in Real-Time
Driving Employee Engagement
Optimizing Workforce Management
Perfecting Back Office Operations
Taking Recording to the Next Level
Incentive Compensation Management
Technology Innovation
“Perfect Experiences Come to Life”- GuidedDemo Toursat Showcase
EDUCATIONSpecial InterestWorkforce and
Performance Management
Interaction Management and Real-Time Solutions
Quality Optimization and Interaction Analytics
Room 211 Room 217A Room 217B Room 217D Room 217C Room 209 Room 214B Room 214A Room 214C Showcase Room 210 Room 212 Room 213 Room 214D
9:45 - 10:30 a.m Closing the Gap on the Customer ExperienceAlliance Data
GIDWO…Get it Done With One…One Touch, One TimeeBay Enterprise
Forget Your Mother’s Maiden Name – Secure and Improve Customer AuthenticationNICE
Rapid Fire QM: 30 Ideas in 30 MinutesAmerican Airlines, PayPal, SunTrust
The Future of WFM: To the Cloud and BeyondNICE
Collecting Taxes with a RobotCapgemini
Compliance Recording in an Intensely Regulated EnvironmentNICE
From Insights to Action with Cross-ChannelIBM + NICE
From Insights to Action with Cross-ChannelIBM + NICE
From Snake Oil to Penicillin – The Evolution of Performance Management at Optum
Optum
Centralized SIP Recording- Myths and RealitiesNICE
Using Calibrations to Enhance Your QM ProcessesNICE
Talk Tekkie to MeNationwide, Stericycle Communication Solutions, American Express
10:45 - 11:30 a.m. Improve the Operational Efficiency and Customer Experience of Your IVR Using NICE Customer Engagement AnalyticsNICE Systems
Rapid Fire Interaction Analytics: 30 Ideas in 30 MinutesPHI, American Airlines, Disney, Western Union
Continuous Improvement with Real-Time Process OptimizationGrupo Contax
Case Study: Turning the Traditional QM Program on its Head
NICE
Best Practices in Workforce ManagementRDI Marketing, VMC, The Auto Club Group
Taking Workforce Management to the Back OfficeNICE
PowerUp to the NICE Engage PlatformNICE
Great (Sales) Expectations: Paying for Sales PerformanceDeloitte Consulting
Utilize Passively Enrolled Voiceprints Across the Different Voice ChannelsNICE
Get More with PowerUp NICE AIR and Engage PlatformNICE
Leveraging NICE to improve Client Overall Satisfaction Onshore and OffshoreSunTrust
Increase your IT/Admin Efficiency with NICE EngageNICE
Quality Planner Tips and TricksNICE
To the Cloud and Beyond – Five9 Cloud Solutions for your Contact Center – Powered by NICEFive9 + NICE
11:30 a.m. - 12:50 p.m. Lunch in Showcase in Exhibit Hall D
1:00 - 1:45 p.m. Roundtable: The Evolution of Customer Experience in the Age of the CustomerAlliance Data, Celcom, Coca-Cola Refreshments, Frost & Sullivan, StarHub
Redesign Your Interaction Analytics Program to Create a Perfect ExperienceAmeriprise
Automate the Mundane For Immediate Cost ReductionCapgemini
Driving a Successful Performance Management ProgramCSAA, Disney, Sprint, Time Warner Cable
Workforce Management ForecastingOptum
Combining Real Time Activity Monitoring with Real Time OptimizationAsurion
Multichannel Recording – Take Recording Beyond VoiceNICE
Annual Compensation Planning: Making the Most of Your DataLanshore
Driving Operational Efficiency Using Hybrid Cross-Channel Analytics and Machine LearningNICE
Delivering an Exceptional Customer Experience Across the JourneyNICE
New Scheduling Features in NICE Workforce Management 6.4NICE
Real-Time Guidance - Can Every Agent Become a Super Agent?NICE
My Universe - Your Window to NICENICE
Six Sigma: Is it the Right Business Process Methodology for You?Optum, eBay Enterprise
2:00 - 2:45 p.m. Making the Voice of the Customer the Game Changer to Drive Customer Centricity in CelcomCelcom Axiata
Governance Planning to Streamline Your Interaction Analytics WorldAmeritas
Automating Routine Processes Across the Front and Back OfficeNICE
Onboarding a Dynamic QM ProgramWestern Union
Empower Front Line EmployeesSunTrust, Convergys
How to Prioritize, Distribute and Manage Work in the Back OfficeNICE
A Glimpse into the future of NICE Advanced Interaction Recorder (AIR) and Engage PlatformNICE
Incentive Compensation Management Product Advisory CouncilNICE
Improving the Customer Experience, in Real-Time, Using Predictive AnalyticsNICE
Waste Management, DRIVE! PerformanceWaste Management
Turning Frowns Upside Down
PricewaterhouseCoopers
Measure Your Metrics - Getting Started with KPIs in NICE Quality OptimizationNICE
Delivering Consistent Performance and High Availability for Enterprise ApplicationsNetApp
7:30 - 8:20 a.m. Breakfast at Showcase in Exhibit Hall D
8:30 - 8:35 a.m. Opening - Delivering the Perfect Experience Tom Dziersk, President, NICE Americas
8:35 - 8:45 a.m. Customer Excellence Awards - Customer Experience Tom Dziersk, President, NICE Americas
8:45 - 9:05 a.m. The Perfect Experience Starts with Quality Christopher Surges, SVP, Investor Services & Process Solutions, U.S. Bancorp Fund Services
9:05 - 9:15 a.m. Customer Excellence Awards - Portfolio Tom Dziersk, President, NICE Americas
9:15 - 9:35 a.m. The Perfect Experience Through Financial Education Jim Triggs, Senior Vice President Counseling and Support, Money Management International (MMI)
9:35 - 9:45 a.m. Break
2:45 - 3:15p.m. The Perfect Experience Break
3:15 - 3:55 p.m. Keynote: Dick Cheney Dick Cheney, Vice President of the United States
3:55 - 4:00 p.m. Closing Session Tom Dziersk, President, NICE Americas
4:00 - 6:00 p.m. Happy Hour at Showcase In Exhibit Hall D
Room: 214C
Agenda | June 3, 2015