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!

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.

Omni-Channel Customer Engagement:
The new rules of intelligent customer engagement – Nuance (click for PDF):

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 The Power of Visual IVR

2018 NECCF Conference & Expo Presentations and Toolkits

Our Keynote Speaker Jeff Toister provides a Toolkit to his book The Service Culture Handbook

ServiceCultureHandbook_Toolkit

Zendesk-Omnichannel Support

Dimension Data + Upstream Works CX Transformation

Lessonly – Training

Aspect_A Case for Cloud

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.

New-hire Training and Call Center Attrition Rates
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.
 
 
 
2017 WINTER FORUM PRESENTATIONS
 

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

Support Point Tufts Health Plan Case Study  – Panviva

 

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


Contact Center Pipeline – Call Center Publication
Contact Center Information Website – CRMXchange
 

TIMELESS WHITEPAPERS