Get a jump start on learning!
Complement your Interactions experience with Interactions.edu on May 8th.
These in-depth, hands on educational workshops are delivered by our expert Education Specialists and Business Consultants and are all about hands on training, getting tips and best practices from our experts and sharing valuable, practical knowledge with other NICE users.
Each of these highly interactive and focused sessions will give you the chance leave with practical strategies you can implement immediately.
All Interactions.edu sessions are included in the premium conference pass. Here’s sampling of our sessions that will be available at Interactions 2017.
Download the agenda
You will explore, in depth, the various dashboards and reports available in the latest version of NICE Sentinel. You will also learn how to tailor alarms and notifications to your business needs by configuring thresholds, email alerts and more. For administrators. (Level: intermediate - advanced)Under The Hood: Desktop Tagging and Desktop Triggering
Find out how NICE Engage and Real-Time Solutions integrate in the Desktop Tagging (Data extraction and call tagging) and Desktop Triggering (privacy control and recording automation) solutions. This session will deep dive into the solutions' architecture, components, data flows and operation.NICE Engage High Availability and Disaster Recovery Solutions
NICE Engage High Availability and Disaster Recovery solutions can help your organization comply with the latest regulations by setting an effective Business Continuity Planning. We will discuss architecture, components and data flows. You will also learn about the integration with Windows Server Failover Clustering, the differences between storage-based replication and host-based replication and our support of SQL Server Always On Availability Groups.Boot Camp: Making Workforce Management Work For You
Workforce Management is more than just a scheduling tool. Understanding the core fundamentals and best practices of Workforce Management is key to identifying the solution impact on the bottom line. This full day session will guide you through WFM key performance indicators and industry standards, discuss the correlation between solution adoption and KPI/Business goal improvement, and how you can tie those improvements to potential dollar impacts. (Level: beginners – intermediate)Fine Tune Your Forecast
Seasonality, week of month, extreme values - what should be enabled for your contact center? Does the key to better accuracy lie in historical weightings? This session will guide you through the forecasting defaults and their impact on the final product. Improve forecasting accuracy without adding a soothsayer to the team! (Level: all)Under The Hood: Workforce Management Server Basics and Troubleshooting Tips
Explore the NICE Workforce Management server components, including WFM Nodes and platform components (liferay, Mule and activeMQ). We will go cover basics flows, important log files and server services, and share tips for troubleshooting basic server-related issues.Under The Hood: Users Management and Issues Resolution
How do WFM user management processes work? Which platform components are involved in user changes? You will learn all this, plus how to troubleshoot common user-related errors and additional tips and tricks.Automating Schedule Changes
Lists, lists, lists! Do you have them for overtime, undertime, out of adherence adjustments, call-outs and tardies? Learn how NICE Workforce Management R6.5 can help you work smarter with Schedule Change Policies and Time Board configured to automate your company’s guidelines. Experience the power of this time saving feature which defines policies to automatically process and approve or deny schedule change requests based on key factors such as net staffing levels. (Level: intermediate - advanced)Interpreting Intraday Results
The intraday view can be daunting to the uninitiated and sometimes knowing the definition of a column just isn’t enough. Data abounds and decisions must be made quickly. Focusing on interpretation rather than detailed data definition, this session will steer you thru the volume of data to make intelligent, impactful decisions. (Level: intermediate - advanced)WebStation Suite from A to Z
Take a whirlwind tour of the many tools available in Agent and Supervisor WebStation, which promote self-serve environments and a win-win culture for all. We will discuss the efficiencies gained by automation of schedule preferences and trades, time-off requests, dissemination of information to agents, menu item in AWS for agents to access Employee Engagement Manager and the request/approval process for schedule changes. (Level: beginners – intermediate)Getting More with Value Added Services
Meet our panel of Consulting and Education management, to learn how NICE helps your business and workforce to extract maximum value from your NICE solution. We will introduce the right blend of proven value added-services for new implementations and upgrades, including: business consulting, virtual classroom training, certified administrator training, customized content, knowledge refreshers, business configuration and more!Accelerating Values Realization
Our expert business consultants will walk you through key steps in accelerating the realization of value from your advanced solutions. Learn to optimize the results of your NICE solutions to show value, project prioritization, assess cost-benefit analysis, and track progress over time. We have tools and concepts to share so bring your A game!Making the Move from NICE Interaction Analytics to Nexidia Analytics
Whether a migration to Nexidia IA is already in the works, or is in the longer terms plan, you need to be prepared! Come learn about the migration process, what you need to plan for, and some real good tips for success.Quality Optimization 101
New to NICE Quality Optimization? Learn the NICE best practices to setup a quality management program that will have a direct and measurable impact on business performance. We will discuss key steps in configuring NICE Quality Optimization applications to streamline your program and processes across all users. (Level: beginners)Advanced Form Designer
You will learn advanced form creation techniques in the NICE Quality Optimization solution, as well as best practices in form creation and how well-designed forms pave your way to meaningful reports and insights. To get beyond the basics and push the envelope, join us and become an expert! (Level: advanced)NICE Reporter Workshop
Want to get more out of your reports? This workshop will teach you about the most commonly used reports in NICE Quality Optimization and NICE Interaction Analytics. Our experts will help you identify the best templates for your business needs. (Level: all)NICE Interaction Analytics 101
New to NICE Interaction Analytics? The Insight Manager application allows you to automate interaction categorization by analyzing structured and unstructured data to reflect your organization's specific business needs. Join us to get off to a quick start on understanding how this key application makes it all happen. (Level: beginners – intermediate)Meet The Experts: NICE Interaction Analytics
Your NICE Interaction Analytics categories are all set up and running, so now what? Learn how to extract insight from results, create advanced analytics queries in the Business Analyzer and ClearSight to discover just the right interactions, define analytics-based quality plans to enhance you quality process, and effectively use analytics dashboards. (Level: advanced)Under The Hood: NICE Interaction Analytics
Explore the NICE Interaction Analytics technical infrastructure, deep diving into the solution's architecture, components, data flows and operation. We will also cover important log files and server services, and share tips for troubleshooting issues.Nexidia Analytics: World-Class Interaction Analytics
Learn the best practice to perform interaction analytics, including step-by-step processes to complete several frequently-used analysis types. (Level: intermediate)Nexidia Analytics: Introduction to Visual Query Builder
Building speech queries will never be the same. Get an up close look at how to use the latest machine learning technologies to configure high-performing speech queries quickly and easily. (Level: beginners – intermediate)How Am I Feeling Right Now? Using Call-Level Sentiment to Gauge Customer Experience
Nexidia has had a machine-generated sentiment metric for each call since version 11. This session will explore using the metric to enhance the interactions process, and how it can serve as a powerful proxy for other customer experience measures. (Level: beginners – intermediate)Automation – The Next Generation
You will hear from our experts how our automation solutions are getting better and faster to use. If you want to learn how to use OCR connectors, the new workflow recorder, doing remote automation and much more – this is the place for you!Meet The Experts: NICE Real-Time Solutions
Do you want to know how to better utilize the NICE Real-Time Solutions? Whether you have them today or just interested in understanding how they work, come to meet our panel of experts!Optimizing Back Office Operations
After many years of focusing on customer facing operations, leading organizations are now realizing the enormous impact of the Back Office on the Customer Experience and their overall business performance. Take the first steps to plan, design, and implement an efficient, end-to-end Back Office operation. Define, measure, standardize, and optimize your business processes to improve efficiency, drive one-touch resolution, and increase employee engagement. (Level: all)Manage Back Office Performance
When it comes to managing performance and driving results, the Back Office presents special opportunities and challenges. Learn how to develop specialized agents who are properly skilled to respond to diverse customer needs and handle caseloads subject to Service Level Agreements and Quality Compliance. Develop managers who can effectively target opportunities through individual, group, and peer coaching. And implement a performance system that increases consistency and drives excellence in every aspect of performance. (Level: all)Is Big Brother Watching You? Change Management In The Back Office
New technologies now provide insights into hidden opportunities in the Back Office. Management has greater visibility to understand who’s working, who isn’t, who’s most efficient, and who’s most productive. But employees in the Back Office are not used to being monitored in this way, and are not used to being coached accordingly. Learn how communication, education, and change management can make the difference between engagement and obstruction. (Level: all)A Manager’s Guide To Coaching The Coach
In leading organizations, the second-line manager plays a critical role in transforming coaching activity into effectiveness and impact. Learn management best practices for driving coaching success, including coaching segmentation, root cause analysis, and appreciative inquiry. And discover how to transform coaching observations through a powerful before, during, and after approach. (Level: all)Coaching The Next Generation
Today’s younger workers bring new skills, attitudes, opportunities and challenges. In this interactive workshop we’ll move beyond myths and stereotypes to explore how managers at all levels can get the most from Millenials. Learn how the innovative application of coaching techniques and new technologies can help the next generation of employees deliver outstanding results and grow to reach their potential. (Level: all)Measuring Performance, Driving Results
All organizations track performance, but relatively few actually deliver consistent results. Review and discuss the best senior leadership practices for selecting appropriate KPIs that work together to drive the desired performance at the front line. Review how relevant KPIs enable line managers to set meaningful goals, analyze performance, identify opportunities, taking effective action, track accountability, and measure impact. Learn how to transform performance management in your organization from busy work to bottom-line results. (Level: all)NCSA Engage Delta From NIM: Crash Course
Our premium NCSA (NICE Certified System Administrator) program comes to town! Administrators and IT staff who are certified as NCSA for NICE Interaction Management R4.1 are welcome to join this crash course to upgrade your expertise to NICE Engage. Learn system architecture, how it works under the hood, and useful tips for health-check routines.Quality Optimization: Crash Course
Strap in for a faced paced, full day session on all things quality in this unique crash course. We’ll touch on everything from forms to quality plans to evaluation and calibration process, including coaching agents and tracking results. Enjoy the ride and come out on the other side with ideas on how to take your quality program to new heights! (Level: intermediate)