Ernie Pizio of Golden Gate BPO Solutions will be attending the NECCF (NorthEast Contact Center Forum) 12th Annual Vendor Expo at Gillette Stadium in Boston Today. The Event kicks off at 9AM and finishes at 4PM.
EVENT AGENDA:
9:00 a.m. - Registration and Check In, Morning Refreshments Offered
10:00 a.m. - From Ties to Tattoos: Managing a Multi-Generational Workforce
Justin Robbins, Manager, Training and Development
ICMI, International Customer Management Institute
In today's workplace, we face a unique situation that has never existed before - there are four generations side by side. To be a successful leader in this complex environment, you must understand the factors that influence each generaton and how they approach their job. Are you able to identify who these groups are and provide guidance that best suits the needs of each generation?
This session will first answer the question of, "Who are the four generations?" We will then address how each generation views the others and the common misconceptions that exist. Next, we'll identify the influences of each generation and how they impact workplace behaviors. Lastly, we'll discuss how to recognize and overcome the issues and areas of conflict that exist with each generation.
You'll walk away with an enhanced understanding of how to best manage your workforce, new ideas for motivating and inspiring your employees, and a renewed appreciation for the generational mix.
10:45 a.m. - New challenges, new ways of thinking
Presented by David Browning, Project Manager, Teleopti Inc.
You face many of the same challenges day in and day out, and you may have started employing the same solutions day in and day out. In this eye-opening workshop, we will challenge the everyday by looking at some interesting WFM conundrums faced around the world in order to:
1) Tackle new and interesting problems
2) Think outside the box
3) Discuss creative methods you may not have thought of before
You may be surprised by how applicable the fruits of some outside-the-box brainstorming could be for your center.
11:30 a.m. - Using Agility To Differentiate Your Customers’ Experience
Presented by Avaya / LumenVox
Successful contact centers must be nimble to address constantly changing customer needs and spikes in usage. Equally important is the ability to quickly draw conclusions and act on them. Why? Because these two forms of agility enable you to:
1) Decrease the time it takes to easily understand your customers’ needs and solve them which decreases your costs and
2) Delight your customer.
During this session Avaya and LumenVox will cover the 5 easiest ways to improve your contact center’s agility to drive down your resolution times and drive up your customer satisfaction. We’ll start by examining how elements like natural language self-service and text to speech and self-service speed your ability to uncover and meet your customer’s true needs more quickly. Then we’ll move into best practices around skills-based intelligent routing to match advanced customer needs to the right resource. Finally we’ll tackle how enterprises are using advanced, natural language speech analytics to improve customer experiences and revenue opportunities in real time.
12:30 p.m. - Luncheon for Expo Attendees, Speakers & Sponsors, 3 Course Plated Lunch to be Offered, Sponsored by Plantronics
1:15 p.m. - How Insights From Speech Analytics Will Dramatically Enhance Your Quality Program to Delivery a Wow Customer Experience
Presented by NICE
Join a NICE solutions sales executive as he leads an engaging discussion with audience participation on how you could significantly improve the effectiveness of your quality program by applying speech technologies to intelligently identify, categorizes and prioritize words, phrases, and calls. This workshop will cover:
1) Speech technologies and methodologies
2) Example reports and analysis scenarios
3) Use cases and success stories from leading brands NICE helps you get closer to your customers, improve agent performance and customer satisfaction, and drive down operational costs.
Join us at this workshop to learn how.
2:00 p.m. - Keynote Presentation - “Think Differently - Unleash Your Inner Creativity”
by Brent Niemuth President & Chief Creative Officer J.Schmid & Assoc. Inc.
Many of us assume that pioneers like Steve Jobs and John Lennon possess supernatural powers denied to mere mortals like us, special talents that allowed them to imagine what never existed before. Many of us categorize these big idea people as “creative types.” But creativity isn’t magic, and there’s no such thing as a creative type. Creativity is not a trait that we inherit. It’s a skill. Anyone can learn (or relearn) to be more creative. New research is shedding light on what allows people to develop world-changing products and services and how to solve tough problems. A surprisingly concrete set of lessons has emerged about what creativity and innovation is and how to spark it in ourselves and our work.
In this highly energetic session you’ll learn how to rediscover the creativity you had as a child, where to look for new ideas, and how to apply fresh thinking to your everyday business.
3:15 p.m. - Raffle Prizes Awarded
3:30 p.m. - Behind the Scenes Stadium Tour Sponsored by Zeacom
4:00 p.m. - Event Concludes
About The NECCF
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.
