It would behoove companies to keep their staff up-to-date with information regarding their industry and market. Those who usually know the about current trends are better positioned and can generally predict an outcome of what the future may hold in order to plan a business strategy accordingly.
For Spectrum (News
) Corporation, keeping informed about call centers is at the top of their list. Recently, Spectrum attended the North East Contact Center Forum (NECCF), an organization founded in 2001 by contact center executives and specialists.
“NECCF looks to help local call centers improve by providing a forum and opportunities for the membership to learn, be able to communicate with others about similar challenges, share ideas, etc.,” said Dan Boehm, Vice President Sales and Marketing.
For Spectrum, this conference offers huge insight on the call center market for those in the northeast because although the northeast has many large call center shows and conferences, they neither come to the northeast or do not address issues that are specific to the northeast.
“By having a local forum the membership can address these issues without the tremendous time and expense of traveling across country. We participate in this event for similar reasons,” said Boehm. “There aren’t any large call center shows in the northeast and we do not see many of the northeast customers at the larger events so we come to them by participating at this event.”
For those who keep tabs on Spectrum’s Call Center Digital Signage
channel will remember the introduction of the neXorce
solutions, which the company showcased. The company also explained more in depth about their solutions to improve real time communications positive communications to agents and real time reporting including Web based reports, LCD Screens, desktops and dashboards.
Boehm said that the responses to the aforementioned company solutions received a “fantastic” response from the attendees adding “our customers are looking for ways to get better real time reporting out of their data silos without having to pay the huge expense from the platform providers or deal with the complexity of Crystal reports and being able to tap into custom data.”
Even though the attendance level was down 20 – 25 percent from last year, Boehm said that the interest level was very. “I highly recommend this event to all northeast call center managers as a way to learn, network, and get answers to questions,” Boehm said.
Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Jessica Kostek