Get a jump start on learning!

The Interactions.edu in-depth workshops are all about hands on training, getting tips and best practices from our experts and to create the unique platform for sharing valuable, practical knowledge with other users. Our seasoned Education Specialists and Business Consultants have curated a remarkable learning experience just for you, covering a wide variety of NICE inContact solutions in our largest event ever!

Be sure to check out the entire powerful and immersive Interactions.edu agenda that is structured to help you boost your knowledge, reach higher productivity and extract the most from your NICE solutions.


View the agenda



Under The Hood: Real-Time Authentication

Who Should Attend: For System Administrators and IT personnel.

Explore the Real-Time Authentication 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.

Under The Hood: Desktop Tagging and Desktop Triggering

Who Should Attend: For System Administrators and IT personnel.

Find out how NICE Engage and Real-Time Solutions integrate in the Desktop Tagging and Desktop Triggering solutions. This session will deep dive into the solutions' architecture, components, data flows and operation.

Media Encryption and Secure Client Communication

Who Should Attend: For System Administrators and IT personnel.

Explore how NICE Engage can protect your data and interactions with Media Encryption and Secure Client Communication.  Learn how it all works from the basic concepts to configuration and troubleshooting. 

NCSA Engage Delta From NIM: Crash Course

Who Should Attend: For System Administrators and IT personnel who are certified as NCSA for NICE Interaction Management R4.1.

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.

Fine Tune Your Forecast

Who Should Attend: For WFM users (NICE and inContact) of all levels.

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!

Staffing Tables: Plan for the Unplanned

Who Should Attend: For WFM users (NICE and inContact) of all levels.

View different ways to use the Staffing Tables and enter percentages for either MU or MU Set’s. You can also use the Staffing Tables view to build tables based on past or future scheduled activities at the interval level. You will learn to build these staffing tables for an MU or MU Set and view the results in the Staffing Tables view. The system uses the MU staffing table percentages for: Schedule overhead during schedule generation, Adjustment to opens in the Intraday view, Staffing limits for Meeting Scheduler.

WebStation Suite from A to Z

Who Should Attend: For WFM users (NICE and inContact) of beginner-intermediate level.

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.

Automating Schedule Changes

Who Should Attend: For WFM users (NICE and inContact) of intermediate-advanced level.

Lists, lists, lists! Do you have them for overtime, undertime, out of adherence adjustments, call-outs and tardies? Learn how NICE Workforce Management 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.

Interpreting Intraday Results

Who Should Attend: For WFM users (NICE and inContact) of intermediate-advanced level.

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.

Long Term Forecast / Personnel Planner: Planning for the Future

Who Should Attend: For WFM users (NICE and inContact) of all levels.

NICE Workforce Management brings new and exciting features, including ways to analyze long-term forecasts for various entities within your organization. You will learn how to make adjustments to the long-term forecasts, and immediately see how these changes affect the daily, weekly, or monthly staffing requirements. We will also cover how to convert the contacts received values and the AHT values from a long-term forecast to the active forecast.

Making Workforce Management Work For You: Boot Camp

Who Should Attend: For WFM users (NICE and inContact) of beginner-intermediate level.

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.

NICE Reporter Workshop

Who Should Attend: For QM users (NICE and inContact) of all levels.

Want to get more out of your reports? This workshop will teach you about the most commonly used reports in NICE Quality Management. Our experts will help you identify the best templates for your business needs.

Making The Move: From NICE Engage QM to NICE Quality Central

Who Should Attend: For NICE QM users of all levels.

Whether a migration to Quality Central 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   

Advanced Form Designer

Who Should Attend: For QM users (NICE and inContact) of advanced level.

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!

Making Quality Optimization Work For You: Boot Camp

Who Should Attend: For QM users (NICE and inContact) of intermediate level.

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!

Using Analytics Data to Enhance Call Center Performance and Quality

Who Should Attend: For users of all levels.

So what does it really mean to improve call center performance and quality? In this workshop we will  review the various definitions and  dimensions of call center performance, as well as quality management methods , discuss common myths, and explore effective (and proven) ways to measure and improve your business results using analytics data.  

Under The Hood: Nexidia Interaction Analytics

Who Should Attend: For System Administrators and IT personnel.

Explore the Nexidia 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.

Making The Move: From NICE Interaction Analytics to Nexidia Analytics

Who Should Attend: For NICE Interaction Analytics users of all levels.

Whether a migration to Nexidia Interaction Analytics  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         

Driving Operationalization Using Workflows

Who Should Attend: For users of all levels.

Nexidia contains a powerful engine to deliver interactions to individuals and teams to review for compliance, legal, quality or other purposes. Join this session to learn how to configure a workflow, build target media sets, use sampling and other key features to get the most out of this capability.

Introduction to Visual Query Builder

Who Should Attend: For users of beginner-intermediate level.

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.

Custom Reporting Using Report Builder

Who Should Attend: For users of all levels.

Built into the Nexidia platform is a high-functioning BI tool. Learn the ins and outs to allow you to create sophisticated reports combining metadata and query information. Using filters, defining metrics, specifying charts/graphs and customizing their looks will be covered

Automation – The Next Generation

Who Should Attend: For users of all levels.

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: Advanced Process Automation

Who Should Attend: For users of all levels.

Do you want to know how to better utilize the Advanced Process Automation Solutions? Whether you have them today or just interested in understanding how they work, come to meet our panel of experts!

Impacting Back Office Operations with Desktop Analytics

Who Should Attend: For users of all levels.

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. This workshop will present a model for how to harness the power of two solutions Desktop Analytics (RTAM) and NPM in order to maximize performance! Most important, we'll discuss the impact that communications can have when implementing this technology to agents . Learn how data, communication, education, and change management can make the difference in your Back Office Performance.

Optimizing Data Analysis for Back Office Performance Improvement

Who Should Attend: For users of all levels.

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. Now that you have all of the data, do your operations managers and supervisors understand how to identify opportunity and take action?  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.

10 Best Practices for Managing Back Office Performance

Who Should Attend: For users of all levels.

When it comes to managing performance and driving results, the Back Office presents special opportunities and challenges. We've got 10 Best Practices focused on "Effective and Efficient" actions managers and agents can take to improve performance and focus on customer needs. Gain understanding on efficiencies for managers to effectively "quick coach" in 1:1's, "fly-bys" or group coaching.  Overall, we'll share ways to eliminate common time wasters and show you how others have simplified process to optimize every aspect of performance improvement.

A Manager’s Guide To Coaching The Coach

Who Should Attend: For users of all levels.

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.

Coaching The Next Generation

Who Should Attend: For users of all levels.

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 Millennials. 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.

Measuring Performance, Driving Results

Who Should Attend: For users of all levels.

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.

Personal Connection - Part 1

Who Should Attend: Ideal for customers that have a NICE inContact user account with Personal Connection in order to follow along with the instructor. A user account, however, is not required to attend this course.

Join us to learn about the following features available in Personal Connection:  Setting up a Personal Connection Skill, Assigning users to the skill, Uploading a Personal Connection calling list, and Starting the skill. 

Personal Connection - Part 2

Who Should Attend: Ideal for customers that have a NICE inContact user account with Personal Connection in order to follow along with the instructor. A user account, however, is not required to attend this course.

Learn to customize your outbound dialing campaigns in Personal Connection through Answering Machine Detection Tuning, Filters, Multi-number Cadence, and Priority Management.

Proactive XS Scripting

Who Should Attend: For System Administrators who have experience with the NICE inContact Personal Connection tool, Studio application, and web integrations.  Attendees must have a NICE inContact  user account and the Studio application installed.

Learn how to configure ProActive XS scripts in Studio in order to pull calling records from a CRM database and automatically upload those records into a Personal Connection calling list and also configure your scripts to check records back into your CRM database for automated list management.

Scripting Using Snippets

Who Should Attend: For System Administrators who have experience with the NICE inContact platform and Studio application.  Attendees must have a NICE inContact user account and the Studio application installed.

Add to your existing Studio knowledge by learning additional functionality of the Snippet action.  This includes testing, working with dynamic objects, creating JSON objects, and more.

Salesforce Integrations Scripting - Part 1

Who Should Attend: For System Administrators who have experience with the NICE inContact or CXone platform and Studio application. Attendees must have a NICE inContact user account and the Studio application installed.

Learn how inContact can communicate with your existing Salesforce platform through our Studio application.

Salesforce Integrations Scripting - Part 2

Who Should Attend: For System Administrators who have experience with the NICE inContact or CXone platform and Studio application. Attendees must have a NICE inContact user account and the Studio application installed.

Learn how inContact can communicate with your existing Salesforce platform through our Studio application.

Introduction to IVR Development

Who Should Attend: For System Administrators who have experience with the NICE inContact platform and will be responsible for maintaining inbound IVR scripts in the Studio application. Attendees must have a NICE inContact user account and the Studio application installed.

In this full day course, you will learn how to build standard inbound IVR scripts from scratch.

NICE inContact Central Administration

Who Should Attend: Ideal for new customers that have a NICE inContact user account in order to follow along with the instructor. A user account, however, is not required to attend.

Obtain a deeper understanding of the impact to contact center operations through Skill and User management using NICE inContact's Central Administration application.

NICE inContact Reporting

Who Should Attend: Ideal for new customers that have a NICE inContact user account in order to follow along with the instructor. A user account, however, is not required to attend.

Learn how to optimize your contact center's data analytics using the Central Custom Reporting tool.

NICE inContact Workforce Intelligence

Who Should Attend: Ideal for new customers that have a NICE inContact user account in order to follow along with the instructor. A user account, however, is not required to attend.

Learn how to increase efficiencies in your contact center by automating tasks and settings.  This includes skill assignments, agent proficiencies, and more.

User Hub: Administration

Who Should Attend: Ideal for new customers that have a CXone user hub account in order to follow along with the instructor. A user account, however, is not required to attend.

Obtain a deeper understanding of the impact to contact center operations through Skill and User management using NICE inContact's CXone Administration application.

User Hub: Reporting

Who Should Attend: Ideal for new customers that have a CXone user hub account in order to follow along with the instructor. A user account, however, is not required to attend.

Learn how to optimize your contact center's data analytics using the CXone Custom Reporting tool.

User Hub: Workforce Intelligence

Who Should Attend: Ideal for new customers that have a CXone user hub account in order to follow along with the instructor. A user account, however, is not required to attend.

Learn how to increase efficiencies in your contact center by automating tasks and settings. This includes skill assignments, agent proficiencies, and more.

Omnichannel Analytics

Who Should Attend: For new or existing customers with a NICE inContact Omnichannel Analytics user account.

Learn how to create and manage dashboards with real-time data about your contacts and how to fine tune categories and topics as needed to support your business goals.

Omnichannel Session Handling - Administration & Agent Experience

Who Should Attend: Ideal for new customers that have a NICE inContact user account in order to follow along with the instructor. A user account, however, is not required to attend.

Learn how to configure agent accounts to simultaneously handle multiple media types for a contact, including chat, email, and phone contacts. You will also see the agent experience when handling multiple media type contacts and how contacts can be “Elevated” from one media type to another.

inView Performance Management

Who Should Attend: Ideal attendees are new or existing CXone inView customers looking to hone their skills or improve their call center performance.

Learn how to best implement and optimize the inView Performance Management tool. Topics covered will range from unified dashboards and employee engagement to prescriptive analytics and gamification.

QM Pro: Quality Management

Who Should Attend: For new or existing customers with a NICE inContact CXone QM Pro user account.

Learn how to create custom evaluation forms in the application, how to setup simplified dashboards, and automate delivery of interactions to evaluators.

WFM Pro: Workforce Management - Part 1

Who Should Attend: For new or existing customers with a NICE inContact CXone WFM Pro user account.

Explore the components of CXone scheduling and forecasting. Topics include: Creating Employees, Skills, Groups, Scheduling Units, Activity Codes and Daily and Weekly rules.

WFM Pro: Workforce Management - Part 2

Who Should Attend: For new or existing customers with a NICE inContact CXone WFM Pro user account.

Join us for generating forecasts and schedules in CXone. Topics include: Viewing Historical Data, Setting Staffing Parameters, Schedule Generation, Schedule Modification and setting Staffing Thresholds.

NICE Uptivity Performance Management Overview

Who Should Attend: For NICE Uptivity end users

Join for an overview of NICE Uptivity Performance Management tools including desktop tickers, customizable dashboards, consolidated reporting, goals and trending. We will cover the basics of creating Dashboards and Metric Views in the Performance Management System.

Getting the Most Out of NICE Uptivity

Who Should Attend: For NICE Uptivity end users

Are you getting the most out of your NICE Uptivity solutions? In this session, we will look at the best way to use NICE Uptivity for all levels of your organization. What features can your agents use to improve their performance? How can supervisors use NICE Uptivity to be more efficient in their coaching, as well as in their day to day operations. What can management use to see the big picture of what is happening in their company?

NICE Uptivity Quality Management

Who Should Attend: For NICE Uptivity end users

Do you want to take NICE Uptivity Quality Management to the next level? Our team will walk you through all of steps of quality form creation and maintenance, including form pre-planning to form creation and maintenance, best practices, improving efficiencies, self-evaluation processes, and a smattering of QM calibration!

NICE Uptivity Administration and Troubleshooting

Who Should Attend: For NICE Uptivity System Administrators

Would you like to be able to troubleshoot minor issues such as an agent not recording, screen capturing, or not being able to listen to calls? In this session, you will learn how to ensure your system is set up correctly.

Expanding your NICE Uptivity System and Maximizing Screen Capture and OnDemand

Who Should Attend: For NICE Uptivity System Administrators

As your company grows, ensure the solution grows with you. This session will review things to consider as you grow your system, including how to maximize screen capture and on-demand tools.

NICE Uptivity Speech Analytics

Who Should Attend: For NICE Uptivity System Administrators

Join us for an introduction to NICE Uptivity Speech Analytics tool! Come see the power of the technology and discover business intelligence you can pull into your organization. This session provides the basics for working with the analytics package, and shares best practices for a successful launch of analytics inside your organization!

Value Realization Services – Maximizing the Value From Your Investment

Who Should Attend: For NICE customers of all levels

Build With Us The Next Gen Education Portal

Who Should Attend: For those responsible for learning and training at their company

We are working these days on our new NICE Education Portal, to bring you a state-of-the-art learning experience. In this open discussion, we will be looking to get your thoughts, ideas and requests that can make an impact on how we design and roll out our next learning platform.



Get Net Promoter® Certified at Interactions!

Join this one-day course on Monday, May 14 from NICE Satmetrix , the co-creators of the Net Promoter Score®, and gain the skills and best practices you need to build, run, and perfect a world-class Voice of the Customer (VOC) program.

For Interactions attendees only, we are offering a special price of $700 (a $3,000 value) for this valuable course where you can:

  • Learn directly from our field-tested experts
  • Interact with peers for collaborative exploration of your toughest issues

The course prepares you to pass the exam that grants you the sought-after designation of Certified Net Promoter Associate. You’ll join the 10,000 professionals trained by NICE Satmetrix and learn how to:

  • Spot the market trends making customer experience more relevant than ever.
  • Develop a measurement framework for the customer journey.
  • Deliver actionable insights to stakeholders linked to economic benefits.
  • Create closed loops that recover detractors and mobilize promoters.
  • Build the foundation for change: culture, engagement, and goals.