NECCF Winter Forum & Holiday Reception
December 8, 2015
Blue Hill Country Club
Exclusively Sponsored by Panviva



Striking the Balance Between Quality & Efficiency

Event Agenda:

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 center immediately!

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