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
SWPP – Society of Workforce Planning Professionals
Publications and Whitepapers
Contact Center Information Website - CRMXchange