During these challenging times the NECCF Board has decided to cancel our live events for 2020 and we are continuing our Radio Roundtable webinars on a monthly basis. We are working closely with our vendor partners and members of the contact center community to bring you content you can use in your daily management of you contact center.
Remember the NECCF is your organization, if you have a topic you would like us to cover or would like to participate in a Radio Roundtable panel, let us know!
2020 Spring Presentations
2019 Winter Forum Presentations
- Optimizing Your Contact Center for 2020 and Beyond – Learn Where Thousands of Contact Centers are Headed
- Workforce Management Basics and Options for 5 to 25
- Hiring Tips for a Challenging Environment
- The Trifecta of a Winning Organization – A great experience for the Customer, the Employee, and the Company
2019 Fall Forum Presentations
2019 NECCF Conference & Expo Presentations
Recent Additions
Using Technology to Remove Roadblocks for Customers – Talkdesk Customer Story (click for PDF):
By relying on a legacy contact center solution that lacked key reporting capabilities, ParkWhiz struggled to successfully manage a remote CX team and measure the impact of the customer experiences they were providing.
Read their customer story to learn how they leveraged live and historical reporting to measure quality of service and identify business opportunities, resulting in 90%+ service levels and decreasing average hold time and abandonment rate by 8x and 5x, respectively.
Five things every business leader should know.
In this guide, we look into the future of AI-powered customer
engagement, offer some practical advice on the key success factors,
and explore:
– Why AI will change the way consumers think about customer service
– How to avoid the chatbot backlash
– The business value of intelligent, conversational experiences
– Why biometrics is the future of fraud prevention
– How to decide if a Do-It-Yourself approach is right
2019 NICE inContactCustomer Experience (CX) Transformation Benchmark (click for PDF)
Fielded in the US, UK, & Australia with two surveys, one among
consumers & one among contact center decision makers.
Global findings from the business wave of the research & comparative
results to the consumer study published in 2018.
Includes:
∙ The channels that businesses offer along with their own assessment
of the quality of the service they provide, across both agent-assisted
and self-service channels
∙ Comparisons of what businesses report to what consumers say about
their actual experiences across channels, as well as attitudes
Aberdeen & Cisco White Paper (click for PDF)
Break Down Organizational Silos with Enterprise Communications Improve
Productivity, Cut Costs & Create Happy Customers
How integrating unified communications within contact center
activities helps transform company performance across a variety of key
performance indicators (KPIs).
2018 NECCF Fall Event
Adapt’s Fall NECCF Presentation 2018 — Top Ten Tricks for WFM
Steve Riddell’s Presentation – Why the Customer Experience Matters
Recent Additions
2018 NECCF Conference & Expo Presentations and Toolkits
Our Keynote Speaker Jeff Toister provides a Toolkit to his book The Service Culture Handbook
ServiceCultureHandbook_Toolkit
Dimension Data + Upstream Works CX Transformation
Avtex- NECCF Contact Centers a Source of Admiration
NECCF Gamification Presentation Noble Systems
ShoreGroup – Ready for Today’s Customer
Culture of Service Success – Adapt
Bright Pattern NECCF Luncheon Presentation
CONTACT CENTER PIPELINE EXECUTIVE TALK VIDEOS
Interviews at the 2016 NECCF Conference & Expo with Linda Harden, President and Publisher of the monthly contact center management journal, Contact Center Pipeline.
Executive Talk Interview with Kathleen Peterson
Kathleen Peterson is Chief Vision Officer for PowerHouse Consulting. Kathleen shares her insights on contact center strategies that help promote and elevate our “power” within our organizations. She explains our opportunities, our “currency” we collect in our centers, why we are an asset and how we have the right to have a seat at the table. What a unique opportunity this interview offers for us to hear Kathleen’s passion and experiences to elevate our careers and centers.
Executive Talk Interview with James J. White, Senior Vice President and Director, Consumer Loans, Cards & Collection Services at Santander.
Interviews at the 2015 NECCF Conference & Expo with Linda Harden, President and Publisher of the monthly contact center management journal, Contact Center Pipeline.
Stacey Swim, Contact Center Manager, Unum, describes new-hire training program and its impact on center’s attrition rates.Driven by customer’s needs and desires
Mark Kantor, Lego Operations Support Team Lead, describes how his day is driven by the customer needs and desires.Changing atmosphere and new challenges for call centers.
Michael Pace, Owner and Principal of The Pace of Service, shares his views on our changing atmosphere and where he sees new challenges for call centers.Moving a call center from an expense center to a revenue center
JoAnn Morency, founding board member for the NECCF and Senior Vice President and Director of Retail Banking at Commerce Bank describes why the NECCF was started and how they have changed their call center from an expense center to a revenue center.Ensuring the “right” fit and the “right” outcome
Kristi Holcombe, Director of Workforce Management at Travelers, describes how ideas, processes and technology solutions must fit your organization and customer base to ensure the “right” fit and the “right” outcome.
10 Steps to Chatbot presented by Aspect
2017 FALL FORUM PRESENTATIONS
NECCF OmniChannel Presentation by Adapt
2016 WINTER FORUM PRESENTATIONS
Back Stage at the Customer Experience– Presented by Kathleen Peterson, Powerhouse ConsultingAnti-Fraud Strategies: Who’s Calling? – Presented by Chris Adomaitis, Adapt
Hands On Operational Risk Management Workshop for Your Contact Center – Presented by Michael Pace, The Pace of Service
2016 FALL FORUM PRESENTATIONS
Focusing on Millennials? You’re Doing it Wrong – LEGO
Managing Your Customer Experience Signals – Boston Globe Media
Re-Imaging the Customer Experience – Aspect
http://www.slideshare.net/AspectSoftware/aspect-digital-selfservice
2015 WINTER FORUM PRESENTATIONS
2015 FALL FORUM PRESENTATIONS
Consumer Engagement 2020 – Aspect
Journey Mapping Best Practices – Lori Carr & Associates
Customer Experience Metrics – Lori Carr & Associates
Citrix Case Study – Lori Carr & Associates
How Journey Mapping is driving Porche’s success – Lori Carr & Associates
Unlocking the Power of Customer Loyalty – Diane Durkin
Strategic Business Growth – Diane Durkin
7 Steps to a Great Customer Interaction – Diane Durkin
PUBLICATIONS
TIMELESS WHITEPAPERS
TCO of Premise vs. Hosted Contact Centers
Getting Workforce Optimization Right
Reducing Customer Effort in Chat
Find Hidden Costs In Your Call Center
Making Workforce Management Work
Top Shrinkage Offenders
Improving Back Office Productivity
Improving Agent Adherence
Nine Pitfalls to Avoid in Defining KPI’s
