Summer 2017 - Success Through People

Last week, Contact Center leaders met in Lodi at the corporate office of Clark Pest Control for the Summer 2017 Nor Cal Contact Center Association meeting. The theme of this event was "Success Through People" and featured a number of great presentations on various topics such as recruiting, hiring, goal development, agent motivation and engagement, and other similar topics. [Agenda]

Thank you to the event sponsor Aerialink, and Tevis Maher, Vice President, Strategy & Business Development, for flying out to California for our meeting. [Presentation]

Heidi Fretwell and Lauren Jones from Star Staffing presented on Recruitment Trends in the Contact Center.

Dr. Debra Bentson delivered a presentation titled, A Prescription for Contact Center Agent Metrics.

We ended the event with a panel discussion with experienced contact center leaders that shared their insights into how they recruit, hire, motivate and lead their teams. Thank you to the following members that were part of our panel discussion:

Mari Urrea, Contact Center Manager, Clark Pest Control
Sandi Ammons, Manager, Customer Service, Franklin Templeton
Lisa Han, Training Manager, California State Teachers' Retirement System
Matt Eubanks, Contact Center Section Manager, California State Teachers' Retirement System 

NCCCA E-mail Update

As we discussed briefly at our May 2016 meeting, we are in the process of updating the e-mail service we use to communicate with our members about our events. Doing so means that all of our members will need to sign up to be on our new e-mail list.

Please take a minute and re-register to be sure you get all the information about our events. We are in the final planning stages for our next meeting and we want to be sure you hear about it!

Going forward, we will be using Mailchimp, a leading e-mail marketing service, to communicate with our members.

Mailchimp uses a double opt-in process to sign up for e-mails (click here to read more about Mailchimp's double opt-in process). To sign up, you'll need to complete the form on our website. Once you sign up, you will be sent a link to confirm your registration. After you click on the link in your e-mail to confirm your subscription, and confirm you are a human, you are done!

Thank you, in advance, for taking the time to re-register as a member. We can't wait to see you at our next meeting!


Spring 2017 - Digital Needs a Human Touch

Digital disruption is everywhere. With the impact of Uber, Amazon and digital products, the customer truly is at the heart of this transformation. The customer experience is rapidly changing in a digital world, yet the opportunity is continuing that personal touch across digital channels.

The Spring 2017 Nor Cal Contact Center Association event was held on Thursday, March 16, 2017 at Cisco in Rancho Cordova, sponsored by Dimension Data Global Research and Cisco.

Winter 2015 Event - Continuous Improvement With Your Most Important Resource - People

On December 9, 2015 we held our Winter event sponsored by TEAM SOS and held at the Hyatt Regency in Downtown Sacramento. Our members also brought donations and toys supporting the Big Brothers / Big Sisters Toy Drive.



Break-Out Sessions

Networking With Light Hors d'Oeuvres & Cocktail Hour!!! 

Fall 2015 Event - Creating Frictionless Customer Experience

On September 29, 2015 we held our Fall event at Blue Diamond Growers and sponsored by Blue Diamond Growers, Cisco Systems and TeleTech.

Networking and continental breakfast, Sponsored by Blue Diamond Growers

Introductions and announcements Sponsor Introduction – Cisco/TeleTech
Justin Bagatti - Cisco Systems

Tim Keefe - Peppers & Rogers Group

Blue Diamond Growers and SOCAP
Deborah Sommers - Blue Diamond Growers

Cisco Customer Collaboration
James Santiago - Cisco Systems

Analytics and Creating Frictionless Customer Experience
Tim Keefe - Peppers & Rogers Group

Networking Break/Raffle

Customer Journey mapping

Small Group Exercise

Q and A Discussion Panel

Closing Remarks

Agenda link

Summer 2015 Event - The Evolution of a Contact Center to Customer Service Excellence

On June 25, 2015, we held our first NCCCA event in Lodi, California, at the Clark Pest Control corporate office.

We welcomed a wonderful group of contact center professionals to the headquarters of one of the most successful family owned pest control companies in the country.

Networking and continental breakfast, Sponsored by Totlcom Inc.

Introductions and announcements

Sponsor Introduction – Totlcom Inc.
Jerry Greer

Shelly Grubb
Carrier Specialist
Totlcom Inc.

Clark Pest Control Contact Center Case Study
Matt Beckwith
Contact Center Director
Clark Pest Control

Transforming the Contact Center, the Power of Telephony and Data
Chris Recio
Contact Center Product Sales Specialist

Networking Break/Raffle

Round Table Discussion

Q and A Discussion Panel

Closing Remark

Spring 2015 Event - Successful Contact Center Trends for 2015

On April 9, 2015 we held our Spring event sponsored by VOX Network Solutions and held at the Hyatt Regency in Downtown Sacramento.

Networking and Continental Breakfast, Sponsored by VOX Network Solutions

Introductions and Announcements

VOX Network Solution's Overview and the Importance of Customer Service
Ron Kingsford
Vice President of Sales and Marketing
VOX Network Solutions

Successful Contact Center Trends for 2015
Chanley Geveshausen
Director of Contact Center Solutions
VOX Network Solutions

Networking Break/Raffle

Understanding the Cloud for Contact Center
Gary Gilkison
Vice President of Customer Experience
VOX Network Solutions

Round Table Discussion, What will impact your contact center in 2015?

Q & A Discussion Panel and Closing Remarks

Agenda link

Winter 2014 Event & Holiday Cheer - Big Data and Analytics in the Contact Center

On December 4, 2014 we held our Winter event hosted by the Nor Cal Contact Center Association and held at the Sierra 2 Community center in Sacramento.

Networking, Introductions and announcements

NACR Overview

Aaron Goodwin

Christopher Rouse


Interactive Intelligence
Russell Johnson

Workshop/Discussion Panel/Q&A/Closing Remarks

Holiday Happy Hour and Networking
Beverages & snacks provided by our sponsors and the NCCCA Steering Committee