Striking the Balance Between Quality & Efficiency
Exclusively Sponsored by Panviva
The NorthEast Contact Center Forum presents the Winter Forum & Holiday Reception on December 8, 2015. The event is exclusively sponsored by Panviva and 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, giveaways galore and a holiday reception.
Event Agenda:
9:30 am Registration and Continental Breakfast
10:00 am Quality and Efficiency in the Call Center: Panel Discussion
Panelists to include Mike Schricker, Blue Cross Blue Shield of Massachusetts, Mike Griffin, Insuremytrip.com, Amanda Misilo, Commerce Bank and Susan McPherson. Moderated by Jonathan Cogswell, The Advocator Group.
11:00 am Invest in the Call Center! Enable Your Agents for Success and Create True Value for Your Organization
Presented by Panviva and Tufts Health Plan
12:00 pm Luncheon
1:00 pm Point/Counter Point: Balancing Workforce Management and the Human Factor within the Call Center
Presented by Dick Spearrin, The Call Center Consulting Group and Annie O'Neil, Director, Quality Performance Coaching, Prudential
2:15 pm Holiday Reception
3:15 pm Closing Remarks, Survey Collection, Raffle Prizes Drawn
3:30 pm Event Concludes