In addition to our Spring and Fall Forums held at the Franklin Country Club and our NECCF Conference & Expo at Gillette Stadium in June of each year, we hold several webinars each year to aid in continuing our mission of addressing the day-to-day management concerns and strategic planning needs of contact center professionals throughout the northeast region. We are working closely with our vendor partners and members of the contact center community to bring you content you can use in the daily management of your 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 webinar, let us know!
TIMELESS WHITEPAPERS
- Call Center 101 Golden Rules of SLAs – Fonolo
- 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
- Using Technology to Remove Roadblocks for Customers – Talkdesk Customer Story
- Omni-Channel Customer Engagement: The new rules of intelligent customer engagement – Nuance
- NICE inContactCustomer Experience (CX) Transformation Benchmark
- Aberdeen & Cisco
PUBLICATIONS
- Contact Center Pipeline – Call Center Publication
- Contact Center Information Website – CRMXchange
EVENT PRESENTATIONS
2020 Presentation
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
2018 NECCF Conference & Expo Presentations and Toolkits
- 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
2017 Winter Forum Presentations
2017 Fall Forum Presentation
2016 Winter Forum Presentations
- Back Stage at the Customer Experience– Presented by Kathleen Peterson, Powerhouse Consulting
- Anti-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
2016 NECCF Conference & Expo Presentations
- Executive Talk Interview with Kathleen Peterson
- Executive Talk Interview with James J. White, Senior Vice President and Director, Consumer Loans, Cards & Collection Services at Santander.
2015 Winter Forum Presentation
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
2015 NECCF Conference & Expo Presentations
- New-hire Training and Call Center Attrition Rates, Stacey Swim, Contact Center Manager, Unum
- Driven by customer’s needs and desires, Mark Kantor, Lego Operations Support Team Lead
- Changing atmosphere and new challenges for call centers, Michael Pace, Owner and Principal of The Pace of Service
- 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
- Ensuring the “right” fit and the “right” outcome, Kristi Holcombe, Director of Workforce Management at Travelers
