NECCF Spring Forum 2015
Managing Your Call Center's Greatest Assests: People!
Exclusively Sponsored by Adapt
The NorthEast Contact Center Forum presents the Spring Forum on March 24, 2015. The event will be hosted at the Blue Hill Country Club located in Canton, MA. As always, we will have robust learning sessions, plenty of networking time, continental breakfast, fabulous buffet lunch, raffle prizes and giveaways galore.
Event Agenda:
9:30 am Registration and Continental Breakfast
10:00 am Hiring the Right Talent and Retaining Them! The Art of Hiring/Onboarding/Training
Presented by Unum US
Stacey Swim, Manager, Ken Gradowski, Manager of Training and Jeffrey White, New Hire Service Consultant
11:00 am Long Term Forecasting and Workforce Management for the Multichannel Contact Center
Adapt will discuss the pathways and pitfalls toward determining proper agent capacity. Hear guidelines to follow for better forecasting of required resources and improved workforce performance.
Your goal: getting the right number of agents in the right place and at the right time to deliver exceptional service. Can you improve long term call volume forecasting? Know when to hire? And for which skills?
Presented By Chris AdomaitisSales Engineer, Adapt Telephony Services, LLC
12:00 pm Luncheon
1:00 pm The Realities of Managing Attendance: Panel Discussion
Panelists to include
Pete Roca, Director of Customer Operations & Human Resources, insuremytrip.com
Kristi Holcombe, Director, Workforce Management, Travelers
Kathryn Stein, Traffic Coordinator, Resource Planning, LEGO
David Goganian, Director, Human Resources, New York Life
Moderated by Jonathan Cogswell, Vice President, Client Services,
The Advocator Group
2:15 pm Roundtable Discussion offered with afternoon refreshments
3:15 pm Closing Remarks, Survey Collection, Raffle Prizes Drawn
3:30 pm Event Concludes