JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at Commerce Bank. In this Executive Talk session, JoAnn tells me why the NECCF was started, and how it has grown and evolved into a valuable resource for contact centers in the Northeast. JoAnn is responsible at Commerce Bank for “anything that touches the consumer.” She discusses their philosophy for the center and how they have changed their call center dynamic—moving it to the retail division rather than housed in operations, and evolving from an expense center to a revenue center.

To download a transcript of this session, click here.