Association Spotlight: NECCF, Northeast Contact Center Forum


Association Spotlight: NECCF, Northeast Contact Center Forum

/ Strategy, Culture, White Papers
Association Spotlight: NECCF, Northeast Contact Center Forum

A Sponsored Association Spotlight Article. Creating a culture of service success.

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 including Massachusetts, Connecticut, New Hampshire, Rhode Island, Vermont and Maine.

We host four highly engaging learning events. Our Spring, Fall and Winter forum events are typically focused on a singular topic such as associate engagement, workforce management, technology trends, training, metrics or customer journey management. These events allow our attendees to learn the latest about a topic and provide an opportunity to network and engage with their peers. Our fourth event, held this year on June 7th at Gillette Stadium (home of the World Champion New England Patriots), is our Conference and Expo. The NECCF Conference and Expo—Creating a Culture of Service Success will showcase the best of what is new in technology along with sessions from the some of the brightest in New England. Our day will culminate with a keynote from Author, Trainer and Consultant Jeff Toister.

Jeff’s presentation, “The Journey to a Customer-Focused Culture,” is aligned with the NECCF’s focus on creating cultures of success. Most successful companies have a knack for getting employees absolutely obsessed with customer service. Their secret is a customer-focused culture.

A strong culture helps guide employee performance, shapes strategic decisions, and ultimately becomes part of the organization’s brand. This leads to many benefits that generate better bottomline results, including:

  • Increased customer loyalty
  • Increased word-of-mouth referrals
  • Fewer customer complaints

This entertaining and informative presentation shares three essential elements that leading companies and contact centers use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to get their own employees obsessed with service.

About The Association

The NECCF is a recognized 501c3 non-profit organization. We are the largest community of contact center and customer service leaders in New England. We provide highly engaging learning events at an affordable price. Most events for attendees cost between $99-$149. These events include organized peer-to-peer networking time, great content provided by our attendee community, breakfast and lunch, and the latest in contact center technology. We also have no membership or membership fee.

Our Mission: Facilitate the unbiased “user group” for the exchange of ideas and knowledge among contact center and customer service leaders.

Our Core Values:

  • End User [first] oriented
  • Vendor and Partner supportive
  • Facilitate mutually beneficial environments for all stakeholders (including Board)
  • Non-profit, and financially stable
  • Technology and Industry agnostic
  • Constantly listening (now) and forecasting future (next)
  • Open & Self-Empowering

About The Author: Michael Pace

I am an incredibly fortunate person. I get to wake up each day envisioning how I can inspire companies to create environments, journeys and actions that help make their customers infinitely more successful. I believe successful customers and associates are what make companies wildly successful. Through strong values, discipline and sharp customer focus, my consultancy, The Pace of Service, builds awe-inspiring experiences resulting in worldwide leading customer experiences. Whether I am working with luxury retail companies like David Yurman or Tory Burch, or financial services organization like Citizens Bank, I love my day job. And I am equally as excited about my work with an amazing non-profit for the education of contact center leaders, the NorthEast Contact Center Forum (NECCF).

Michael Pace

Michael Pace

Michael Pace is President of The Pace of Service consulting firm. He is also the President of the NECCF, Northeast Contact Center Forum.

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