Tuesday, December 12, 2017 from 9:30 AM to 3:00 PM EDT
Add to Calendar 


Franklin Country Club 
672 East Central Street
Franklin, MA 02038

Driving Directions 


NECCF Board Member 

NECCF Winter Forum & Holiday Reception 

Exclusively Sponsored by Aspect

The NorthEast Contact Center Forum presents the Winter Forum & Holiday Reception on December 12,  2017. The event will be hosted at the Franklin Country Club located in Franklin, MA. The day is exclusively sponsored by Aspect. As always, we will have robust learning sessions, plenty of networking time, continental breakfast, fabulous buffet lunch, raffle prizes and giveaways galore. As a special bonus, every attendee with receive a copy of Turning Rants in Raves: Turn Your Customers on Before They Turn on YOU! 

Event Agenda:

9:30 am Registration and Continental Breakfast

9:55 am Welcome & Opening Remarks

10:00am Interactive Networking Activity

10:15 am Turning Rants into Raves: Turn Your Customers On Before They Turn On YOU!

Imagine if all of your employees were engaged and committed to your company and your customers. The harsh reality is that many of them aren’t. This presentation will introduce you to Rant and Rave, the two different types of employees you have working in your company. We’ll talk about the impact they are having on your customers and your bottom line as well as how their attitude and behavior affects the rest of your employees.

Presented by Randi Busse, President, Workforce Development Group, Inc.

11:15 am 10 Steps to Build a Customer Service Chatbot

The paradigm shift from click & scroll to message & speak is easily the technology trend of this decade. One of the main areas of application for this technology is customer service, which often starts with a question: “where is my order”, “what is the status of my claim”, “can I reschedule my appointment”, etc. Letting customers ask these questions via SMS or Messenger and getting immediate responses from an artificially intelligent system results in cost savings AND and a better customer experience. But how do you go about building a chatbot for your customer service organization? This talk will show a 10 steps methodology with real world examples that will give the audience concrete ideas how to introduce this exciting technology to the CX portfolio.

Presented by Tobias Goebel, Aspect

12:15 pm Buffet Luncheon

1:00 pm NECCF 2017 Recap & 2018 Plans

1:15 pm What Customers Want!? It’s Not What You Think!

Here’s a hint: It’s not (just) price, quality, timing, taste or color – or any of those attributes of your product or offering. It’s the service you provide that keeps customers coming back or running away. We’ll uncover just what your customers want so you can give it to them!

Presented by Randi Busse, President, Workforce Development Group, Inc.

1:45 pm Roundtable Discussions - Your Choice of the Following:

Overcoming Challenges of the Small Call Centers – 0 – 50 Agents Hosted by Mike Pace, Rue La La

Challenges Facing Small Banks & Credit Unions Hosted by Rob Eydenberg, Metro Credit Union

Worforce Management Hosted by Mike West, Tufts Health Plan & Dick Spearrin, The Call Center Consulting Group

Impact of Healthcare Changes into 2018 Hosted by Pam Schricker, Great Dental Plans

Artificial Intelligence & Chat Bots Hosted by Tobias Goebel, Aspect

  • Retaining Talent Hosted by Stacey Swim, MaineHealth

Dealing with Customer Complaints Hosted by Randi Busse

Open Networking

2:15 pm Holiday Reception & Dessert Buffet

2:45 pm Closing Remarks, Survey Collection, Raffle Prizes & Attendee Gifts Distributed

3:00 pm Event Concludes