I had the privilege to attend the 14th Annual NECCF (NorthEast Contact Center Forum) Vendor Expo at Gillette Stadium—Home of the World Champion New England Patriots—in Foxborough, MA, last week.
I held Executive Talk Interviews with several call center leaders while I was there. They shared their insights on various topics from new hiring programs, culture, reactive plans to the daily mini-crises that occur in our centers, attrition, workforce quality and so much more.
We videotaped each of the interviews and will share them with you in the near future. There are many nuggets of wisdom in the videos, and I’m sure that you will find a few that pertain to you and your center.
Thank you to all of our participants! They included:
Stacey Swim, Contact Center Manager, Unum
Mark Kantor, Operations Support Team Lead, LEGO
JoAnn Morency, Founding Board Member, NECCF and Senior Vice President and Director of Retail Banking at Commerce Bank
Tessa Mueller, Director of Customer Care, David Yurman
Kristi Holcombe, Workforce Management, Travelers
Michael Pace, Principal, Pace of Service
Dick Spearrin, NECCF President
Stay tuned for more information.