The Northeast Contact Center Forum was formed 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 including Massachusetts, Connecticut, New Hampshire, Rhode Island, Vermont and Maine.
So, if you need help, sign up for our newsletter, review our Presentations page, engage on our Facebook Forum, reach out to one of our Board members, 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!
More About the NECCF.org Presentations Page
We’ve assembled a rich array of great content you can use!
REGIONAL CONTACT CENTER GROUPS
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:
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.
OTHER EDUCATIONAL RESOURCES
- ICMI – the International Customer Management Institute. The ICMI offers training and general education around contact center management and the customer experience.