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, Fused Solutions and 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.
After lunch and a bit of networking, a lively panel discussion took place on the topic of lessons learned from the social media frontlines. Panelists included Donna Huchins from Destination XL Group, Rosalind Morville from Constant Contact, and Patrick Hellen from Rapid7. These three contact center professionals shared their achievements, mistakes, and knowledge about implementing social media in the contact center.
All in all, the NECCF participants went home with more knowledge about the ever changing contact center industry and ideas and motivation to make the adjustments necessary for a successful contact center.