NorthEast Contact Center Forum

Have you heard about the largest Call Center Association in the NorthEast? You may not be familiar with the NorthEast Contact Center Forum (NECCF), but you should absolutely get this incredible regional organization on your radar!

The NECCF was founded in February 2001 by contact center executives and specialists who wanted an unbiased “user group” to facilitate the exchange of ideas among contact center executives and managers. Since that time, the NECCF has grown and remained committed to addressing the day-to- day management concerns and strategic planning needs of contact center professionals throughout the region including Massachusetts, Connecticut, New Hampshire, Rhode Island, Vermont and Maine.

We are the largest community of contact center and customer service leaders in New England. Our audience is very diverse and includes banking, health care, insurance, telecommunications, financial services, retail, utilities, technology and more! What we have found is even though there is a diversity amongst the audience, many of the challenges and issues within the call center are the same.

We are overseen by a volunteer Board of Directors, comprised of contact center professionals, who organize and facilitate the quarterly meetings. Each director shares the common goal of providing professionals a forum to discuss topics relating to day to day contact center concerns, including ways to enhance quality, professionalism and efficiency.

The NECCF is a recognized 501c3 non-profit organization. There are no membership requirements or dues. We host four quarterly events per calendar year. Registration is available to all events on a “pay as you go basis” with no commitment.

We have grown tremendously since our humble beginnings over 16 years ago. One constant that remains are the Quarterly Forums we host. Each Spring, Fall and Winter we host a day focused on singular topic such as associate engagement, workforce management, technology trends, training, metrics, or customer journey management. These events allow our attendees learn the latest about a topic, then provide them opportunity to network and engage with their peers applying what they have learned and sharing best practices from their own centers. The audience enjoys the opportunity to attend a day devoted to their industry that is a car ride away, limiting time and travel from both office and home.

Every June we proudly host the largest Call Center Event in New England at Gillette Stadium, home of the Super Bowl Champion New England Patriots. Now in it’s 16th Year, the NECCF Conference and Expo showcases the best of what is new in contact center technology along with learning and workshops from the some of the best and brightest in the space. The theme for 2017 is “Delivering the Ultimate Customer Experience.” The event will feature more than 40 different technology and contact center exhibitors, a robust agenda including 6 workshops and a Keynote Presentation featuring’s Chief Digital Evangelist Vala Afshar. The day will also include a continental breakfast, three-course plated luncheon, giveaways and raffle prizes galore as well as a behind the scenes tour of Gillette Stadium where guests can experience a narrated tour that includes stops at the Press & Media Box, Visitor Locker Room and a photo opportunity right on the 50-yard line. If you are at all involved in Contact Centers and work in the region, this is truly a day not to miss!

Above all, we take pride in listening to our attendees and developing topics and content that is both timely and relevant. We would love to hear from you and have lots of opportunities to get involved. For more details on the organization as well as information on how to submit a speaking proposal or sponsor an upcoming event, please visit


Michael Pace, NECCF President, The Pace of Service
Bill Conlon, NECCF Treasurer, Siemens Healthineers
Stacey Swim, NECCF Secretary, Maine Heath
Christina Shortall, NECCF Vice-President, Destination XL Group, Inc.
Jonathan Cogswell, CopperBeech Associates
Mark Kantor, Member-At-Large
Gary Mercier, Member-At-Large
Annie O’Neil, Prudential
Mike West, Tufts Health Plan
Pam Schricker, Great Dental Plans
Rob Eydenberg, Metro Credit Union
Dick Spearrin, The Call Center Consulting Group


JoAnn Morency, Member-At-Large
Janis V. Sirois, Member-At-Large
Charles Jolin, Member-At-Large
Mike Lapolla, Computershare
Nancy Leeser, Simmons College
Kellie Malo, Bayada Home Health
Jim White, Sovereign Bank

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