day 1 - operational excellence · emear voucher utilization emear: 7% of eligible students...

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Partner Conference EMEAR 2018

Omar ShabanDirector, Operations

Operational Excellence

Accelerating Student, Instructor, Academy & Partner Success

October 2018© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential


Agenda

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Accelerating Student Success

Accelerating Instructor & Academy Success

Accelerating Partner Success


NetAcad aims to help students get skilled in the classroom, provide them with additional resources

to round out their experience and connect

them to a job

Student Success


Cisco Certification Discount Vouchers

Cisco certified employees are valued assets

“8 out of 10 (employers) consider Cisco certified staff to be more knowledgeable and valuable to their organization than individuals

who hold another certification.”

— Value of Certifications Research Report, 2016

1-3 Prepare for Cisco Certifications: DeVry Video, 2015.

Why Encourage Certification with Your Academies / Instructors?Knowledge is Power… Certifications are Proof


Certification Discount

Discount Vouchers are available for the following

certification exams:

ExamStudent Discount

Newly Qualified Only

Instructor Instructor Trainer

ICND1 61.5% 70% 80%

ICND2 61.5% 70% 80%

CCNAComposite 61.5% 70% 80%

CCNA Security 58.3% 70% 80%

Cyber Security Fundamentals 60% 70% 80%

Cyber Security OPS 60% 70% 80%


A Missed Opportunity!! EMEAR Voucher Utilization

EMEAR: 7% of eligible students requested voucher - 5000

students in FY18

FY18 : 7%FY17 : 10%0

50,000

100,000

150,000

FY'15 FY'16 FY'17 FY'18

EMEARVoucherUtilizationbyStage

ParticipantswhoRedeemedaVoucherParticipantswhoRequestedaVoucherParticipantsthatbecameVoucherEligibleParticipantsinVoucherEligibleCourses

A Missed Opportunity!!


Voucher Security:TWO Factor Authentication…. PingID

Real-time validation of individual voucher recipients was seamlessly integrated into the existing Voucher Request Process.

How It Works:1. When a NetAcad Candidate becomes voucher eligible

they are prompted to “Request Voucher.”

2. They then complete a short request form prior to clicking “Submit.”

3. User Authentication is now part of this request form. The user is prompted to enter their Mobile number and select “Get Authorization Code.” A code is then sent via SMS to their Mobile phone.

4. The user will enter this code into the request form. The “Submit” voucher request button is not activated until the authentication code is entered.

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential© 2017 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Student Success Through:

Webinars


Webinars in FY18

26,515 45%

Total # ParticipantsLive Attendance = 2,748; Downloads = 23,767

% of Total Live Participants from EMEAR


01Cyber Security Series

02Tying Certifications to Career Paths: CCNA Security & CyberOps

03DevNet Reloaded Series SDN & Controllers, APIs, network programmability, Security Attacks, Linux & Python on Networking Devices, & many more!

04Why Certify

05Career InsightsA day in the life of …

06Python

Webinars Topics in FY19


• Help world-class NetAcad talent connect to an entry level job with Cisco and partner employers

• Online Matching Engine –automates the linkage between NetAcad talent and Cisco & channel partners to accelerate job placement

Cisco Networking Academy Talent Bridge


12,680 2780 231 7200complete profiles

globallyOpportunities

globally Employers globally Job match notifications globally

2112 Europe 435 Europe 42 Europe 2485 EMEAR314 Middle East 39 Middle East 4 Middle East

2040 Africa 50 Africa 5 Africa73 Russia 18 Russia 2 Russia

*As of October 9, 2018*

Job Matching Engine


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GlobalSupportDeskHours:English 16x5 M-F 2am – 6pm PTFrench 8x5 M-F 8am – 4pm PTSpanish 10x5 M-F 6am – 4pm PT

ContactMethodsChatBOT,Web,LiveAgentChat,EmailandFacebook

SupportLanguagesEnglish,French,andSpanish

Networking Academy Support Desk


Meet Morgan –Virtual Chat BOT Support Agent

Tickets ReducedSupportTicketstoLiveAgentsreducedby45%

Highest Customer Sat Score in 5 YearsLiveAgentCustomerSat:4.54ChatBOTSatisfaction:4.41

Virtual Assistant Chat BOT “Morgan”

• Available in English, French and Spanish

• Available to Students through NetAcad Facebook

• Added Priority Support Menu Option for ASCs


FY19 Instructor Professional

Development Week

• Secondary information goes here

• Keep bullets brief

• Use line spacing to clearly separate each point

• Use the two-column layout for text-heavy slides

17 - 21 September

2018

26 - 30 November

2018

25 February to 1 March

2019

13 - 17May2019

http://cs.co/IPD19


1140 global participants attended 2276 hours

17-21 September 2018

516 EMEAR participants attended 1093 hours

33 sessions In 14 languages


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ASC Communications with Academies New MailChimp Integration

Free AccountsUp to 2,000 subscribers and 12,000 emails per month

Segmented ListsContact lists can be filtered by email address, name, role, academy, state, or country to send targeted communications

Daily UpdatesAutomatic updates related to changes in supported academy alignments, status of users, user roles, and email addresses

Tools and MetricsPre-formatted and customizable templates with reports for each communication


MailChimp: How It Works

Create Account API Key Create List Automatic Update

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Register at mailchimp.com to create account

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Send API key from MailChimp account to NetAcad Support Desk

Netacad.com admin creates an auto-generated list in MailChimp account of all non-student users at supported academies

03 List is automatically updated each day based on changes within netacad.com

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Instructor Excellence

Academy Excellence

Years of Service

ASC Rewards

ITC Rewards

CyberOpsAwards

Broad Spectrum of Recognition ProgramsRecognize Tenure, Reward Behaviour

NEW!!


BoardsAcademy Board:

Instructors & ASC/ITC Partners

Student Board: Current NetAcad students

& recent alumni

SelectionAcademy Board:

• Premier Plus Partners• Nominations from

Regional Managers

Student Board:• NetRiders & Dream Team

• Nominations from Academy Board

ParticipationMeet once a quarter

via WebEx

24/7 engagement via external Jive Community

Surveys/Polls

FY18 Topics• CCNA Curriculum• NetAcad.com User Interface• Learning Portfolio &

Marketing Toolkit• Instructor Transcript• Career Content for the

NetAcad Community• NetAcad 20th Anniversary

Messaging

NetAcad Advisory Boards – We’re Listening!

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco ConfidentialThank you for your service!

FY18 ACADEMY Board Members – EMEAR

• Mak Sharma, Birmingham City University

• Thomas Meuser, IT-Bildungsnetz e.V.

• Andrew Smith, The Open University

• Maurizio Maggiora, Accademia del Levante

• Nataliia Poliakova, Zaporizhzhya State Engineering Academy

• Anton Noskov, P.G. Demidov Yaroslavl State University

• Stig Johansson, University West

• Valeriano Luque Lara, Aula Mentor

• Talgat Nurlybayev, ISOC Kazakhstan, International IT Univ.

• Eldad Van Creveld, Israel MOE

• Mustafa Badawi, Lebanese University

• Ashraf Sabha, Princess Sumaya University for Technology

• Faheem Anwar, Institute of Communication Technologies

• Joel Gogwim, University of Jos

• Wamundu Muzamil, Women and Gender Studies

• Sahar Ali, CAPMAS

• Olatunji Akoni, Southwest Resource Centre

• Robert Tuhaise, Makerere University

• Herbert Azuela, University of Bahrain - CAS

day 1 - operational excellence · emear voucher utilization emear: 7% of eligible students...

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