day 1 - operational excellence · emear voucher utilization emear: 7% of eligible students...
TRANSCRIPT
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Partner Conference EMEAR 2018
Omar ShabanDirector, Operations
Operational Excellence
Accelerating Student, Instructor, Academy & Partner Success
October 2018© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Agenda
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2
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© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Accelerating Student Success
Accelerating Instructor & Academy Success
Accelerating Partner Success
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NetAcad aims to help students get skilled in the classroom, provide them with additional resources
to round out their experience and connect
them to a job
Student Success
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Cisco Certification Discount Vouchers
Cisco certified employees are valued assets
“8 out of 10 (employers) consider Cisco certified staff to be more knowledgeable and valuable to their organization than individuals
who hold another certification.”
— Value of Certifications Research Report, 2016
1-3 Prepare for Cisco Certifications: DeVry Video, 2015.
Why Encourage Certification with Your Academies / Instructors?Knowledge is Power… Certifications are Proof
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Certification Discount
Discount Vouchers are available for the following
certification exams:
ExamStudent Discount
Newly Qualified Only
Instructor Instructor Trainer
ICND1 61.5% 70% 80%
ICND2 61.5% 70% 80%
CCNAComposite 61.5% 70% 80%
CCNA Security 58.3% 70% 80%
Cyber Security Fundamentals 60% 70% 80%
Cyber Security OPS 60% 70% 80%
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A Missed Opportunity!! EMEAR Voucher Utilization
EMEAR: 7% of eligible students requested voucher - 5000
students in FY18
FY18 : 7%FY17 : 10%0
50,000
100,000
150,000
FY'15 FY'16 FY'17 FY'18
EMEARVoucherUtilizationbyStage
ParticipantswhoRedeemedaVoucherParticipantswhoRequestedaVoucherParticipantsthatbecameVoucherEligibleParticipantsinVoucherEligibleCourses
A Missed Opportunity!!
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Voucher Security:TWO Factor Authentication…. PingID
Real-time validation of individual voucher recipients was seamlessly integrated into the existing Voucher Request Process.
How It Works:1. When a NetAcad Candidate becomes voucher eligible
they are prompted to “Request Voucher.”
2. They then complete a short request form prior to clicking “Submit.”
3. User Authentication is now part of this request form. The user is prompted to enter their Mobile number and select “Get Authorization Code.” A code is then sent via SMS to their Mobile phone.
4. The user will enter this code into the request form. The “Submit” voucher request button is not activated until the authentication code is entered.
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Student Success Through:
Webinars
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Webinars in FY18
26,515 45%
Total # ParticipantsLive Attendance = 2,748; Downloads = 23,767
% of Total Live Participants from EMEAR
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01Cyber Security Series
02Tying Certifications to Career Paths: CCNA Security & CyberOps
03DevNet Reloaded Series SDN & Controllers, APIs, network programmability, Security Attacks, Linux & Python on Networking Devices, & many more!
04Why Certify
05Career InsightsA day in the life of …
06Python
Webinars Topics in FY19
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• Help world-class NetAcad talent connect to an entry level job with Cisco and partner employers
• Online Matching Engine –automates the linkage between NetAcad talent and Cisco & channel partners to accelerate job placement
Cisco Networking Academy Talent Bridge
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12,680 2780 231 7200complete profiles
globallyOpportunities
globally Employers globally Job match notifications globally
2112 Europe 435 Europe 42 Europe 2485 EMEAR314 Middle East 39 Middle East 4 Middle East
2040 Africa 50 Africa 5 Africa73 Russia 18 Russia 2 Russia
*As of October 9, 2018*
Job Matching Engine
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Agenda
1
2
3
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Accelerating Student Success
Accelerating Instructor & Academy Success
Accelerating Partner Success
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
GlobalSupportDeskHours:English 16x5 M-F 2am – 6pm PTFrench 8x5 M-F 8am – 4pm PTSpanish 10x5 M-F 6am – 4pm PT
ContactMethodsChatBOT,Web,LiveAgentChat,EmailandFacebook
SupportLanguagesEnglish,French,andSpanish
Networking Academy Support Desk
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Meet Morgan –Virtual Chat BOT Support Agent
Tickets ReducedSupportTicketstoLiveAgentsreducedby45%
Highest Customer Sat Score in 5 YearsLiveAgentCustomerSat:4.54ChatBOTSatisfaction:4.41
Virtual Assistant Chat BOT “Morgan”
• Available in English, French and Spanish
• Available to Students through NetAcad Facebook
• Added Priority Support Menu Option for ASCs
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
FY19 Instructor Professional
Development Week
• Secondary information goes here
• Keep bullets brief
• Use line spacing to clearly separate each point
• Use the two-column layout for text-heavy slides
17 - 21 September
2018
26 - 30 November
2018
25 February to 1 March
2019
13 - 17May2019
http://cs.co/IPD19
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1140 global participants attended 2276 hours
17-21 September 2018
516 EMEAR participants attended 1093 hours
33 sessions In 14 languages
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Agenda
1
2
3
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Accelerating Student Success
Accelerating Instructor & Academy Success
Accelerating Partner Success
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
ASC Communications with Academies New MailChimp Integration
Free AccountsUp to 2,000 subscribers and 12,000 emails per month
Segmented ListsContact lists can be filtered by email address, name, role, academy, state, or country to send targeted communications
Daily UpdatesAutomatic updates related to changes in supported academy alignments, status of users, user roles, and email addresses
Tools and MetricsPre-formatted and customizable templates with reports for each communication
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MailChimp: How It Works
Create Account API Key Create List Automatic Update
01
Register at mailchimp.com to create account
02
Send API key from MailChimp account to NetAcad Support Desk
Netacad.com admin creates an auto-generated list in MailChimp account of all non-student users at supported academies
03 List is automatically updated each day based on changes within netacad.com
04
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Instructor Excellence
Academy Excellence
Years of Service
ASC Rewards
ITC Rewards
CyberOpsAwards
Broad Spectrum of Recognition ProgramsRecognize Tenure, Reward Behaviour
NEW!!
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BoardsAcademy Board:
Instructors & ASC/ITC Partners
Student Board: Current NetAcad students
& recent alumni
SelectionAcademy Board:
• Premier Plus Partners• Nominations from
Regional Managers
Student Board:• NetRiders & Dream Team
• Nominations from Academy Board
ParticipationMeet once a quarter
via WebEx
24/7 engagement via external Jive Community
Surveys/Polls
FY18 Topics• CCNA Curriculum• NetAcad.com User Interface• Learning Portfolio &
Marketing Toolkit• Instructor Transcript• Career Content for the
NetAcad Community• NetAcad 20th Anniversary
Messaging
NetAcad Advisory Boards – We’re Listening!
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FY18 ACADEMY Board Members – EMEAR
• Mak Sharma, Birmingham City University
• Thomas Meuser, IT-Bildungsnetz e.V.
• Andrew Smith, The Open University
• Maurizio Maggiora, Accademia del Levante
• Nataliia Poliakova, Zaporizhzhya State Engineering Academy
• Anton Noskov, P.G. Demidov Yaroslavl State University
• Stig Johansson, University West
• Valeriano Luque Lara, Aula Mentor
• Talgat Nurlybayev, ISOC Kazakhstan, International IT Univ.
• Eldad Van Creveld, Israel MOE
• Mustafa Badawi, Lebanese University
• Ashraf Sabha, Princess Sumaya University for Technology
• Faheem Anwar, Institute of Communication Technologies
• Joel Gogwim, University of Jos
• Wamundu Muzamil, Women and Gender Studies
• Sahar Ali, CAPMAS
• Olatunji Akoni, Southwest Resource Centre
• Robert Tuhaise, Makerere University
• Herbert Azuela, University of Bahrain - CAS
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