IDEA EXCHANGE

AROUND THE TABLE

September 12 throughOctober 10, 20138:30am-11:30am

Join us at the roundtable

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Join our community of executives seeking new ideas and creative approaches to common challenges and obtain firm takeaways and practical information to immediately implement in YOUR contact centers.

The NICE Idea Exchange roundtables are an unmatched opportunity to spark new thoughts and ideas. This ideal setting is especially designed to provide an environment to uncover what others are doing to keep their businesses ahead of the game, make a significant impact on your company’s goals, and get you closer to your customers like never before.

Join us cities near you GENERAL TOPICS OFDISCUSSION

NEW YORK, NYSeptember 12, 2013 The Hudson Hotel

SEATTLE, WASeptember 19, 2013Edgewater Hotel

DENVER, COSeptember 25, 2013 History Colorado Center

MIAMI, FLOctober 2, 2013Epic Hotel

COLUMBUS, OHOctober 9, 2013 Franklin Park Conservatory

CHICAGO, ILSeptember 18, 2013The Wit Hotel

Employee Engagement Collaboration, Motivation & Gamification

Customer ExperienceVoice of the Customer, Customer Journey

Sales OptimizationService to Sales Transformation, Incentives Compensation

Process OptimizationReal Time Agent Guidance, Optimized Service, Real Time Authentication

Operationalize Customer AnalyticsReal Time Insights to Next Best Action

Contact Center Risk Mitigation Compliance, Fraud Prevention, Security

ATLANTA, GASeptember 24, 2013Coca Cola Museum

PHOENIX, AZSeptember 26, 2013Wrigley Mansion

SAN JOSE, CAOctober 3, 2013Hayes Mansion

CHARLOTTE, NCOctober 10, 2013Duke Mansion

www.nice.com

NEW YORK

September 12, 2013

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CUSTOMER EXPERIENCEResearch shows that after a bad experience with a company, consumers will stop spending. Knowing, understating and predicting customer's journey with the company is crucial to organizations’ success. Customers will voice their bad or good experiences in every channel possible and influence others in return. How can your organization make sure every frontline employee is empowered to provide the best customer experience? We will discuss:

■ How important is the customer experience to the organization? ■ How aligned are frontline employees with this goal? ■ Hot Topic: Operationalizing Customer Journey Analysis ■ The customer information eco-system: how to make sense of structured and unstructured data? ■ Hot Topic; Call Volume Reduction ■ Hot Topic: First call resolution and its impact on customer satisfaction ■ Collecting feedback and using it to enhance the customer experience across all channels

SEATTLE

September 19, 2013

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PROCESS OPTIMIZATIONThe contact center and back office environments are often large and complex with employees using multiple desktop applications to complete a task. With processes that span numerous desktop applications it is difficult to capture the work throughput, accurate handling times and real-time data to manage the workforce effectively. Adding to these complexities are the frequent desktop application updates, changing processes and compliance requirements that the contact center and back office employees must quickly master. We will discuss:

■ Employee 'Time Wasters' in the Contact Center and Back Office ■ Ways to identify inefficiencies and time-consuming activities ■ Cross-industry best practices in applying process optimization ■ Process Optimization in action: Claims processing, indexing, payment arrangements, asset retention and more

CHICAGO

September 18, 2013

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CUSTOMER EXPERIENCEResearch shows that after a bad experience with a company, consumers will stop spending. Knowing, understating and predicting customer's journey with the company is crucial to organizations’ success. Customer will voice their bad or good experiences in every channel possible and influence others in return. How can your organization make sure every frontline employee is empowered to provide the best customer experience? We will discuss:

■ How important is the customer experience to the organization? ■ How aligned are frontline employees with this goal? ■ Hot Topic: Operationalizing Customer Journey Analysis ■ The customer information eco-system: how to make sense of structured and unstructured data? ■ Hot Topic: Call Volume Reduction ■ Hot Topic: First call resolution and its impact on customer satisfaction ■ Collecting feedback and using it to enhance the customer experience across all channels

www.nice.com

ATLANTA

September 24, 2013

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EMPLOYEE ENGAGEMENTService worker engagement is declining and disengaged employees are costing organizations millions in lost productivity and turnover. We will explore:

■ How to identify true employee engagement or disengagement ■ Best practices in recognizing top performers ■ Hot Topic: Gamification ■ Best practices in using Workforce Management to engage contact center and back office employees ■ Workforce Management data as an input to better coaching and improving frontline performance

DENVER

September 25, 2013

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SALES OPTIMIZATIONIncreasing sales is one of the main primary goals for contact center organizations in 2013-2014. Optimizing sales attempts in a service environment remains a challenge and is yet to become best practice. In addition, it is important to manage incentive plans in a transparent and labor effective manner. We will discuss:

■ Best practices for increasing sales from inbound interactions ■ Frontline employee guidance for an effective sales conversation ■ Tapping into Mobile Channel opportunities ■ Effectively managing sales incentive plans

PHOENIX

September 26, 2013

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EMPLOYEE ENGAGEMENTService worker engagement is declining, and disengaged employees cost organizations millions in lost productivity and turnover. We will explore:

■ How to identify true employee engagement or disengagement ■ Best practices in recognizing top performers ■ Hot Topic: Gamification ■ Best practices in using Workforce Management to engage contact center and back office employees ■ Workforce Management data as an input to better coaching and improving frontline performance

MIAMI

October 2, 2013

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CUSTOMER EXPERIENCEResearch shows that after a bad experience with a company, consumers will stop spending. Knowing, understating and predicting customer's journey with the company is crucial to organizations’ success. Customer will voice their bad or good experiences in every channel possible and influence others in return. How can your organization make sure every frontline employee is empowered to provide the best customer experience? We will discuss:

■ How important is the customer experience to the organization? ■ How aligned are frontline employees with this goal? ■ Hot Topic: Operationalizing Customer Journey Analysis ■ The customer information eco-system: how to make sense of structured and unstructured data? ■ Hot Topic: Call Volume Reduction ■ Hot Topic: First call resolution and its impact on customer satisfaction ■ Collecting feedback and using it to enhance the customer experience across all channels

www.nice.com

SAN JOSE

October 3, 2013

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OPERATIONALIZING CUSTOMER INSIGHTSAchieving bottom-line results in the contact center comes down to customer interactions—those individual contacts between agent and customer. Whether the mission is to sell more, solve customer problems, increase efficiency or dazzle the customer with superior service, the battle is always won or lost call by call, customer by customer. In the effort to improve business results at the call level, technology can be immensely helpful. Real-time agent guidance and interaction analytics are the two most promising solutions. We will discuss:

■ Existing cross industry best practices in combining customer interactions analytics and real-time agent guidance. We will cover real-life use cases and their impact ■ Best practices in implementing processes to boost agent performance and customer satisfaction on the organization's business goals

COLUMBUS

October 9, 2013

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OPERATIONAL EFFICIENCY WHILE ENSURING CUSTOMER SECURITYHow can we keep the 'bad guys' away from the contact center, and ensure the 'good guys' receive access to great customer experience? Authenticating customers contacting the contact center, while making sure the fraudsters are keep away is an ever growing challenge.

This roundtable will explore the various aspects of customer authentication and Contact Center Fraud Prevention, including its impact on operational efficiency and cost of authenticating customer. We will explore:

■ Current fraudsters methods for targeting the contact center ■ Current customer authentication methods ■ Hot Topic: Real-Time Customer Authentication ■ Best practices in securing customers and reducing contact center costs

CHARLOTTE

October 10, 2013

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RISK MITIGATIONAs contact centers face ever increasing regulatory compliance pressure and exposure to fraud the need for collaboration, setting best practices and industry standards is becoming prevalent. We will discuss:

■ UDAAP Compliance readiness: How can you prepare for the regulations? Common challenges related to the examination of your compliance program through the lens of the CFPB. ■ Fighting Contact Center Fraud: The threats, current measures to overcome fraudsters targeting the contact center and mitigation strategies

www.nice.com

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