Pre-conference & Post-conference Training for WFM/PM Attendees

IEX WFM Release 4.2: WIIFM (What’s in it for Me?)

Target Audience: TotalView users who have completed previous IEX-led Skill Plan Database and Process training courses or a Skill Plan migration training course.

This is an interactive all-day training session where participants will have hands-on experience with IEX WFM release 4.2. Instructor-led exercises will include building a database and identifying the differences in release 3.12 and release 4.2. Each participant will be involved in making forecasting and scheduling changes during structured class activities in a live 4.2 WFM system. Participants will gain knowledge and develop skills with release 4.2 through practical application using the new navigation features, enhanced user preferences, and online help. Participants will:

• Learn how to navigate release 4.2.
• Use online help to complete multiple learning activities.
• Discover WIIFM: multiple release 4.2 enhancements benefit the workforce management role.
• Complete a self- assessment of knowledge gained about forecasting, scheduling, and change management in release 4.2.
• Review highlights of release 4.2 reports, Supervisor WebStation and Agent WebStation.

This training class is similar to an on-site training course designed to help you master the upgrade to release 4.2 that can be purchased for $1500 per day. The difference is this pre-conference training agenda is pre-determined (based on the on-demand webinars) and provides you with the opportunity to share the learning experience with many customers.

Session Cost: $500 per person including lunch

Registration Deadline: April 15- space is limited to 24 participants per session. Refer to the conference registration website to register for this training. (Note: The Thursday session will only be offered if the Monday session reaches capacity.)

Empower your organization with IEX WFM WebStation

Empowering your agents and supervisors through the use of self service technology is a win for all. Join this session to see examples of how to improve communication and streamline administrative tasks through the use of WebStation. Examples of schedule preferences, schedule trades, time off requests, and schedule change requests/approvals will be demonstrated and discussed. Learn how to automate these activities and put the power in the hands of the agents and supervisors. Discussion in this workshop will focus on:

• WebStation and WebStation Plus Overview
• Process Monitor
• Streamlining tasks with Supervisor WebStation
• Streamlining tasks with Agent WebStation
• Educating supervisors and agents using TotalView eTrainer
• Recommended deployment process and technical considerations
• Q&A and networking

(Note: Some topics from this workshop are available during the main conference as two 1-hour sessions.)

Ready…Set…Go! Planning for your IEX WFM 4.2 Upgrade

Release 4.2 has been in beta at several customers for several months - general deployment is about to begin. Join these sessions to get late breaking news on project plans, decision points, timelines and recommended pre- and post-upgrade activities.

(1:00-2:00) Release 4.2 Upgrade: Technical Decisions
This upgrade will be a bit different than past upgrades, so we want to help you plan for a successful upgrade process. Join this session to discuss database options, hardware minimum requirements for the server and workstations, distributed architecture choices, ACD interface requirements, the new ODBC data dictionary, SmartSync updates, and other technical considerations.

(2:00-3:00) Release 4.2 Upgrade: Implementation and Support
This session will answer your implementation and support questions: Are you wondering how to get in the project queue for a PUSC? Are you wondering what the PUSC is and why you need one? How will your Customer Advocate support you though the upgrade process? How will you get an IEX Project Manager assigned to help you with the upgrade? Should you upgrade a test server first? How can you schedule training for your staff? What training is available? How will 4.2 and 3.12 be supported as the IEX customer base goes through upgrades over the next several months? Who will you contact for support?

(3:00-4:00) Release 4.2 Upgrade: Pre- and Post-upgrade Activities
You’re heard about all the great new features and functionality in release 4.2, but how do you prepare your existing database for a successful conversion? In this session we will focus on the things you need to do to prepare your database - and your users - for the upgrade. We’ll take a detailed walkthrough of:

• Training and education opportunities
• Pre-upgrade activities checklist
• Post-upgrade activities checklist

(Note: This workshop is available during the main conference as three 1-hour sessions.)

Back Office WFM/PM & Front Office Desktop Monitoring

Back office operations are often out of sight, but to corporate management, they are rarely out of mind. For most corporations, back offices handle the communications and fulfillment activities that keep businesses running smoothly and efficiently. Ably managing this vital asset requires building accurate forecasts and schedules that balance workload and staffing resources. In this “how-to” session, you will learn ways to extend workforce management systems and practices into the back office. Discussion will focus on the similarities and differences between the front and back offices, the impact of the “middle office” on bottom line results, and ways to overcome data collection obstacles. With this data, IEX WFM builds accurate forecasts and efficient schedules and provides the visibility to manage the performance of your back office employees. In addition to back office workforce management and performance management, you will learn how this new technology can provide visibility into the desktop application usage of your front office agents.

This session is available during the main conference.

Maximizing Evaluation Scoring Functionality

Attend this two part session to get some great ideas of how to maximize your evaluation scores through Nice Perform’s Evaluation scoring process and by learning more about the conditional sections of the Forms Designer.

• Part 1: Modify scoring formula’s based on total points possible or total points lost. Weighted sections, base minimum scoring, and bonus scoring will be discussed. Also learn how to utilize agent evaluations to manually extend interactions retention periods – Enable your QM/QA team to select individual interactions based on call type/call requirements and retain the interactions for extended periods.
• Part 2: Learn how to consolidate multiple evaluation forms into 1 form utilizing 2-4 conditional sections.

(Some experience with Nice Perform Forms Designer required)

Moves, Adds and Changes (MACS) Explained for NICE Customers Who Have AVAYA Environments

This session is intended to help those who are already familiar with their AVAYA solution understand how to administer routine changes in the NICE solution to ensure proper synchronization. Topics covered include:

• Adding/ Moving extensions
• Adding/ Moving agents
• Adding/Moving ACD’s
• Adding/Moving VDN’s
• Scenarios when devices are not added or moved correctly

Maximize Business Performance With Interaction Analytics

What’s the basic process improvement model?
How does an organization get started on process improvement?
Who owns the process to realize the most benefits?
How do you identify target areas for maximum business value?
How do you quantify opportunities and turn them into realized benefits?

Learn from the our experts on how to transform your contact center and deliver measurable improvements in the quickest, most efficient way possible by applying both interaction analytics and proven processes like Six Sigma. We will cover critical steps in the Six Sigma DMAIC process, map them to components in your NICE Solution, and share best practices for each step to help you maximize return on your investment. This session provides practical information needed to initiate and successfully carry out process improvement activities and will benefit managers and leaders at all levels to improve processes. (Note: no Six Sigma background necessary.)

New to WFM or need to brush up on the basics?
Attend these next two workshops and gain a foundation that will make you more effective in your role.

Though both sessions will be repeated during the main conference, attending these workshops lets you master the basics pre-conference and frees you up to attend more advanced sessions during the rest of the conference to expand your skills even more.

Workforce Management Fundamentals

The first step into a workforce management command and control center can feel like you have entered a never ending stream of abbreviations, acronyms and shorthand. This session is ideal for those who have just entered workforce management or the contact center and need the “411” on one of the enterprise’s most crucial departments. Learn about basic WFM concepts and explore fundamental processes related to the science and art of resource planning. (Note: This session is also available during the main conference.)

Forecast Algorithms and Change Management Fundamentals

Peel back the IEX WFM forecast algorithm and see how the use of historical data can predict the future by using trends, seasonality, week-of-month and other distribution patterns. Also presented will be an introduction to the basic tools used to monitor the center’s progress and make changes to plans and schedules. Among the screens that will be discussed are: Skill Plan Monitor; CT, BU and Multi-CT Intraday; MU, CT and BU Agent State Summary; Real Time Adherence; Performance Analysis; Individual Schedules; Schedule Management; Audit Trail; Trade Schedules; Move Agent; Meeting Scheduler; and Schedule Optimizer.

(Note: This session is available during the main conference as two 1-hour sessions.)

Performance Reporting or Performance Management: What’s the difference?

Performance Management has many definitions in today’s contact center. In its simplest form, performance management is “results reporting”. And we all know there is no lack of result reports in the contact center. What is needed to redefine “result reporting” as “performance management”? We’ll answer this question by reviewing the basic performance management capabilities available in IEX WFM reports and WebStation StatsViewer. Then we’ll extend the definition of performance management to “managing by objectives” by walking you through advanced performance management capabilities available in the IEX Performance Manager product. Finally, we’ll help you differentiate between NICE’s various performance management capabilities found in the IEX Performance Manager and NICE’s Quality Optimization. This session will cover:

• An overview of the Performance Manager system and out-of-the-box scorecards and reports.
• The predefined set of over 250 metrics and KPIs.
• How to include additional agent-based metrics from other contact center systems such as quality monitoring, eLearning, human resources or other solutions.
• The implementation and training process included with Performance Manager.
• And more...

(Note: This session is also available during the main conference.)

Meet the IEX Partners

This session is a great way to meet NICE partners who extend the value of your workforce management and performance management investment. Join us for an informal and relaxed setting with representatives from the Society for Workforce Planning Professionals, The Call Center School, Bay Bridge Decision Technologies, and ALI Solutions. The leaders from these organizations will provide a brief introduction to the value of their solutions. After the introductions, enjoy light refreshments and mingle with our partners to engage them in discussions to answer your questions.

(Note: These NICE partners will be available during Showcase hours and will present case studies of their solutions in breakout sessions during the main conference.)

AVAYA Architecture and the NICE Interaction-based Recording Solution Working Together

This session is intended to help NICE customers are already familiar with their AVAYA solution better understand how the solutions work together. Topics covered include:

• AVAYA Architecture
• NICE Architecture
• VoIP Architecture
• Virtual extensions (IP_API_A)
• Gateway (MedPro)
• Gatekeeper (CLAN)
• Selective Interaction based recording with Single Step Conference (SSC)
• Total recording with Service Observation (SO)
• NICE Administration