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It was a full house at the Henderson House in Weston, MA on March 25th for the NECCF Spring Forum. The major theme of the day was the rapid changes occurring in the contact center industry and all attendees were eager to learn more. The first presenter, Michael Jordan from Metro Credit Union spoke about his experiences managing a call center in the banking industry. He is currently facing significant challenges in the management, ease, and implementation of multiple channels. Like many contact center managers, he and his agents are supporting phone, chat, email, and social and the task is overwhelming, not to mention confusing. Luckily, SpiceCSM was there to give Michael some insight on how our cloud based platform integrates with each app, providing a single agent desktop/CRM/reporting dashboard that can handle all channels simultaneously.
On December 10, the NECCF (North East Contact Center Forum) held its annual Winter Forum and holiday reception at the Henderson House in Weston, MA. I was lucky to attend the sold-out conference and was able to network with professionals across the call center industry in a wide range of businesses from LEGO to Prudential. The morning presenters, Amanda Marschall from LEGO and Matthew Storm from NICE, focused on effective and unconventional agent training methods and ways to get closer to your customers through multiple channels and technologies. All-in-all it was very informative and kept the audience intrigued.