Industry Resources

This page is intended to provide access to industry organizations, research papers, industry resources and presentations from past events. The resources on this page are brought to you courtesy of the NECCF and the original source. All materials have been used with the permission of the author or copyright owner. If you would like to summit material please forward it to [email protected].


Contact Center Pipeline Executive Talk Videos

Interviews at the 2015 NECCF Vendor Forum with Linda Harden, Publisher, 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 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.

2015 Fall Forum Presentations

Journey Mapping Resources – Lori Carr & Associates:
Journey Mapping Best Practices
Customer Experience Metrics
Citrix Case Study
How Journey Mapping is driving Porche’s success

Customer Loyalty – Diane Durkin
Unlocking the Power of Customer Loyalty
Strategic Business Growth
7 Steps to a Great Customer Interaction

Consumer Engagement 20/20 – Aspect
Consumer Engagement 2020 


The Connecticut Chapter of HDI

SWPP – Society of Workforce Planning Professionals

Publications and Whitepapers

Three Coming Contact Center Trends and the Impact on Real-Time Management The basics of our industry

Contact Center Pipeline – Call Center Publication

Contact Center Information Website - CRMXchange

Five Essential Measurements of Contact Center Success

Integrated Mobile Customer Experience 2014

Live Chat Effectiveness 2013

Connected Customer Benchmark 2013

Timeless Whitepapers

Eliminate Customer Thrashing

VPI - The Right Way to do Contact Center Reporting

Enriching the Customer Experience

How to Solve 7 Everyday Contact Center Problems with Analytics

TCO of Premise vs. Hosted Contact Centers

Free Lunch

Getting Workforce Optimization Right

Reducing Customer Effort in Chat

Find Hidden Costs In Your Call Center

Making Workforce Management Work

Top Shrinkage Offenders

Strategic Contact MultiChannel

Harvard Business Review - Managing Yourself

Improving Back Office Productivity

Improving Agent Adherence

Nine Pitfalls to Avoid in Defining KPI's

Kathleens Peterson’s Rants and Raves


Coming soon!



11/2-5/2015: FREE Virtual Conference on Best Practices in Workforce Management & Performance Optimization


Presentations from Past Events:

Gartner Infrastructure Magic - 2013

Hiring Slip-ups and Success - December 2012

Workforce Management for Small Call Centers - December 2012