Our Events

NorthEast Contact Center Forum Quarterly Forums offer relevant topics delivered by industry specialists and subject matter experts. The topics for each forum vary and are influenced by industry trends and attendee input. If there is a topic you’d like to see covered, please email us at info@neccf.org.

Most of the NECCF event attendees are senior managers, line managers, workforce management specialists, quality assurance experts, and training professionals, although anyone involved in contact center operations would benefit from attending.

Upcoming Event

NECCF Spring Forum
March 20, 2012
Exclusively Sponsored by inContact

Theme: Case Studies on The Cloud, Continuous Improvement, and Contact Technology

Four of the region’s top contact center managers will share their experiences in positively changing the process and technology supporting their operation.

Cost to attend is $60. To register please click here.

Held at The Henderson House, Weston, Massachusetts click here for directions

Agenda

9:30 am - Registration and Continental Breakfast

10:00 am - Continuous Improvement; Engaging in Future Opportunities as a Business Strategy

Presented by Tamera Edison, Unum
What is CI?

Increasing revenue and decreasing expenses
Value added and the WHY concept

How does CI improve your business?

Competitive Advantage / Business Strategies
Lean Six Sigma / Kaizen Events

Programs to Embrace and Engage Employees

Embedding a CI Culture
Employee Great Ideas

11:00 am - Taking Your Contact Center to the Cloud: New Balance Case Study

Presented by Kerry Hennessey, New Balance,
Session Sponsored by inContact

There’s never been a better time to have your head in the clouds—cloud-based software solutions, that is. Contact centers are increasingly turning to cloud-based call center solutions because cloud computing provides a cost-effective way for businesses to achieve their objectives and create more profitable customer interactions.

For New Balance, the cloud became a viable option when faced with the challenge of integrating two contact center locations to one platform that would simplify internal processes, enhance customer experience and eliminate redundant and out-dated systems. Hear from Kerry Hennessey as she discusses the challenges with her current solutions, the driving factors in the decision making process and the benefits of New Balance’s decision to choose a hosted-solution.

12:00 pm - Luncheon

12:45 pm - Afternoon Sessions - Your Choice of:

The Decision to move to The Cloud
Presented by Ed Hoyer, Director, National Customer Support
Konica Minolta Business Solutions USA, Inc.

In this case study presented by Konica Minolta Business Solutions, they will discuss why the decision was made to move to the cloud, what the decision process was to find a vendor and how the implementation went. They will also provide an update on where they are today and more importantly if they would we do it again.

IVR Best Practices
Presented by James J White, Senior Vice President
Director, Customer Contact Centers Sovereign Bank

Join NECCF Board Member Jim White for a lively interactive discussion on best practices in developing an automated telephone voice response system.

1:45 pm - Afternoon Sessions Repeat

2:45 pm - Wrap up Q & A, Event Surveys Collected, Raffle Prizes Distributed

3:00 pm - Event Concludes