Spring Forum

Spring Forum - March 21, 2017

Associate Engagement

Exclusively Sponsored by

Serenova - Logo formerly LOC large tagLOCATION & DIRECTIONS:  Franklin Country Club, Franklin, MA

According to Gallup, "the world's top-performing organizations understand that employee engagement is a force that drives performance outcomes. In the best organizations, engagement is more than a human resources initiative - it is a strategic foundation for the way they do business".

We hope you will make plans now to join the NECCF, industry experts and a pool of your call center peers as we take a deeper dive into this exciting topic this Spring.





Event Agenda:

9:30 am  Registration, Continental Breakfast, Interactive Networking Activity

10:00 am  Creating a Culture of Engagement

Join us for this lively presentation which will cover company strategy, program elements, harsh facts, ROIs, Hsieh'isms and so much more. This case study will illustrate how DentaQuest started its journey into employee engagement and how they have become more intentional and proactive about corporate culture. They say that culture eats strategy for lunch; we believe that culture is the main ingredient.

Presented by Andrea Forsht, Director, Employee Engagement, DentaQuest

Andrea serves as the Director of Employee Engagement for DentaQuest.  Andrea is responsible for leading internally focused strategic programs and initiatives that enhance the company’s mission and values, increase engagement of employees and create a more productive workforce. Since joining the company in 2012, Andrea has served in several roles including Grants and Programs Associate with the Foundation, and as Manager of Corporate Citizenship where she focused on corporate giving and sponsorships, employee volunteerism and environmental stewardship.

She has a rich background in education, grant writing and philanthropy, and public affairs. An alumna of Teach for America, Andrea worked in Miami Dade County Public Schools to close the achievement gap for her 5th grade math students in Homestead, FL. Upon finishing her 3rd year in the classroom, Andrea relocated to Cambridge, MA to attend the Harvard Graduate School of Education where she earned an Ed.M. in Education Policy and Management. While at Harvard, Andrea focused her studies around the role of philanthropy in social change movements and had the opportunity to work with the Liberty Mutual Corporate Foundation, where she supported both the education and health and human services portfolios.

Andrea currently resides in Woburn, MA with her husband Gregory and 2 year old son Dash.

11:00 am  How the World’s Best Contact Centers Utilize Technology to Engage Agents and Deliver Unmatched Customer Service

One of the biggest frustrations agents face within today’s contact centers is dealing with technology that is outdated, inflexible, and cumbersome.  As organizations continue to deal with customers that expect always-on customer service, agents must have a single view into the context and analytics around the customer’s history, needs, and concerns so they are empowered to make decisions quickly.  They also need to know that their contact center platform is able to keep up with their business—anywhere, anytime, any way. Data-driven contact centers deliver such fluid, effortless agent experiences that agents are able to have a direct impact on driving superior customer and business outcomes.

Presented by Chris Adomaitis, Serenova

Chris Adomaitis is a Sales Engineer with Serenova where he works directly with the company’s account managers and sales representatives to drive technical demonstrations and offer customers advice to gain their best possible contact center outcomes. Since 2000, he has designed, implemented and diagnosed complex and evolving contact center infrastructures for organizations that win by moving faster, adding more value for customers, and out-innovating the competition. He has devoted extensive time migrating legacy technology to VoIP. Prior to Serenova, Chris was with Adapt Telephony Services, Dialogue Marketing and Key Plastics. He attended both Wayne State University and Western Michigan University.

12:00 pm Buffet Luncheon

1:00 pm Developing the Leaders Around You

You may have a team of subject matter experts, have you asked yourself what’s next? Will an all-star agent make an all-star leader? Join us for this presentation as we discuss the  transition from ME to WE for your team. Are they a Boss or leader? What is the leaders role in developing leaders around you. We will discuss three critical pieces in the journey: ✓Identify ✓Nurture ✓Equip

Presented by Diane Cole, The John Maxwell Team

Diane has led teams in a global environment for the last 20 years.  She began her career as contact center agent.  Moving her way up through the ranks, she has a unique perspective on the do’s and don’ts of developing the leaders around you.

Diane received her Bachelor of Science Degree in Business Management from Johnson & Wales University.  She also obtained her Green Belt certification in Six Sigma practices during her tenure at Bank of America.  While at the bank she managed through multiple acquisitions, system implementations, and the biggest challenge, moving from a U.S. centered operating model to a global operating model.

An avid learner of personal and leadership development, led Diane to joining the John Maxwell Team as an independent coach, teacher and speaker in 2012.  Diane had personal experience with the coaching process and knew the power it had to change lives.  Since joining the team, she has actively pursued her passion of helping others disrupt and uncover the patterns that have had them stunted in their growth. Diane knows that growth is a consistent and intentional never ending process.

Diane and her husband Bobby have recently launched Caine Coaching and Consulting.  Their focus is helping individuals and organizations disrupt patterns and create transformation.  They also have a passion for serving youth through the John Maxwell Team YouthMax programs, bringing leadership principles to children ages 8-18.  Diane and Bobby reside in Chepachet, RI with their blended family of four teens Michael-19, Lindsey-18, Thomas-17 and Brianna-15.

2:00 pm Peer-to-Peer Roundtable Discussion Topics

Topics to include:

  • Workforce Management
  • Metrics
  • Cost/Quality Balance
  • Process Improvement
  • Attracting & Retaining Top Talent
  • Selecting the Right Technology for Your Call Center
  • Quick Customer Service Techniques
  • Training
  • Corporate Culture
  • Remote Agent / Business Continuity
  • Self Service
  • Challenges of OmniChannel

2:45 pm Closing Remarks, Survey Collection & Raffle Prizes

3:00 pm Event Concludes

Registration is $99 for Call Center Professionals and $149 for Industry Vendors. The day includes all speaker sessions, continental breakfast, buffet luncheon, afternoon refreshments, raffle prizes and giveaways.

Click here to register. All attendees must be registered by March 17, 2017.



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