RESOURCES
NECCF.org
The Northeast Contact Center Forum was formed in 2001, as an unbiased “user group” to facilitate the exchange of ideas among contact center executives and managers. Since that time, the NECCF has grown and remained committed to addressing the day-to-day management concerns, and strategic planning needs, of contact center professionals throughout the region, the nation, and the world!
If you want to stay abreast of what is happening in the contact center industry you can attend one of our virtual or live events to network with your colleagues in the Contact Center industry, who are facing the same challenges as you are! Also, sign up for our newsletter, review this page and our Presentations page, and engage us on LinkedIn, our Facebook Forum, and Twitter. You can also reach out to one of our Board members at any time!
Scroll down this Resources page which contains:
- Timeless Whitepapers
- Links to industry publications
- Regional Contact Center Groups
- Workforce Management (WFM) info and inks
- And, Other Educational Resources
TIMELESS WHITEPAPERS
- “Why Cost of Performance is the Undiscovered X Factor in Contact Centers” – WiserOwl *Recently Added*
- Digital Customer Service (DCS): 7 Best Practices to Go from Dreadful to Delightful – eGain *Recently Added*
- 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
REGIONAL CONTACT CENTER GROUPS
Besides the NECCF.org, the largest and most active contact center group in the nation, there are other regional groups that may make sense for you to connect with:
WORK FORCE MANAGEMENT (WFM)
The classic question we all need answered – what is the right level of staffing, by half hour, to meet my service objectives?
For smaller call centers, answering that question can be as simple as using a free, Erlang based calculator to help you determine your optimal staffing levels:
ICMI – Workforce Management: https://www.icmi.com/training/courses/wfm-bootcamp?_mc=sem_icmi_x_x_tspr_n/a_(ICMITrainingWFMBC)_2022
- https://www.callcentrehelper.com/tools/erlang-calculator/
- https://swpp.org/swpp-calculator-required-information/
For larger call centers, in the 75+ agent range, WFM software may make sense and your staff planning person should connect with the Society for Work force Planning Professionals (SWPP) for resources and mentoring.
