NECCF Winter Forum & Holiday Reception
December 8, 2015
Blue Hill Country Club
Exclusively Sponsored by Panviva
Striking the Balance Between Quality & Efficiency
9:30 am - Registration and Continental Breakfast
10:00 am - Quality and Efficiency in the Call Center
Panelists to include Matt Schricker, Blue Cross Blue Shield of Massachusetts, Amanda Misilo, Commerce Bank and Susan McPherson. Moderated by Jonathan Cogswell, CopperBeech Associates.
Hear how your call center peers have addressed the balance of these two important operational needs. And then participate in an open discussion to better understand how others solutions may be usable in you call center.
11:00 am - Invest in the Call Center! Enable Your Agents for Success
and Create True Value for Your Organization
Presented by Panviva & Tufts Health Plan
From training to telecommuting, the way the call
center agent works is changing rapidly. It's time to find cost
effective ways to invest in your call center for better customer
service. Panviva customer Tufts Health Plans will share real-world
insight on how to create more value for the company while at the
same time enabling agents for success by providing one source of
truth and removing barriers to critical information. You will leave
with tips and tricks on success that you can apply to your call
12:00 pm - Buffet Luncheon
1:00 pm – Point/Counter Point: Workforce Management and the Human Factor within the Call Center
Presented by: Dick Spearrin, The Call Center Consulting Group and Annie O’Neil, Director, Quality Performance Coaching, Prudential. Moderated by Janis Sirois.
Attend this entertaining, yet informative session. Hear two experienced call center professionals spar over the merits of each discipline and then defend their position as preeminent in call center operations.
2:15 pm - Holiday Reception
Don’t miss this annual gathering to enjoy networking with your peers.
3:15 pm - Closing Remarks, Survey Collection, Raffles
3:30 pm - Event Concludes