SNUG 2019

 

 

 

 

 

 

 

 

 

April 24 – 26, 2019

Clearwater Beach, FL, USA

AGENDA


View the Agenda PDF with session descriptions

 

  • Wednesday, April 24

11:30am – 12:00pm

First-Timers Intro to SNUG (optional)

1:30pm – 3:15pm

General Session

Welcome  •  The Changing Contact Center Landscape  •  Consumer Preferences Drive Design & Innovation

3:30pm – 4:30pm

Workgroups

Industry Discussion Groups:  Collections  •  Sales  •  Service

4:30pm – 5:30pm

General Session

Product Roadmap

7:00pm – 9:30pm

Welcome Dinner

 

  • Thursday, April 25

9:00am – 11:00am

General Session

Noble Update  •  Innovation Awards  •  Keynote

11:30am – 12:15pm

Workgroups

Power User Workgroups:  Composer & Agent Workflow  •  Reporting & Analytics  •  Interaction Routing  •  WEM

12:15pm – 1:15pm

Lunch

1:15pm – 2:00pm

General Session

Panel of Experts

2:15pm – 3:15pm

Workgroups & Product Theaters

Compliance Workgroups:  Collections  •  Sales & Service  • Data Security

Product Theaters:  IQ & ShiftTrack

 3:15pm – 4:15pm

Breakout Sessions & Product Theaters

Innovations:  Using RPA & AI to Improve Workflows

Case Studies:  Analytics

Product Theaters:  Harmony & Gamification

4:30pm – 5:30pm

Breakout Sessions & Product Theaters

Innovations:  Building a More Engaged Workforce

Case Studies:  Contact Center

Product Theaters:  Composer & IVR

7:00pm – 10:00pm

Dinner & Entertainment

 

  • Friday, April 26

9:00am – 10:00am

Breakout Sessions & Product Theaters

Innovations:  Creating Smarter Interactions with Advanced Routing

Case Studies:  WEM

Product Theaters:  Conversations Analytics NOW & Conversations Analytics

10:00am – 11:00am

General Session

Leading Culture Change in the Contact Center  •  Q&A – Final Questions?  •  What’s Next?

11:00am

Networking Lunch