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2012 Symposium: Sub-Banner

SOCAP 2012 Symposium - Trend Session Information

Symposium Skills-Based Workshops

How to Measure the Quality of Customer Service E-Mail
Presented by: Leslie O'Flahavan, Principal, EWRITE

Many contact centers measure the quantity of e-mails agents answer, but few successfully measuring the quality of agents’ e-mail to customers. This workshop will help you go beyond tracking the number of e-mails agents answer per hour to evaluating how well agents write. You’ll learn how to gauge your agents’ writing strengths as well as the seriousness of your agents’ spelling, grammar, or punctuation errors. You’ll also learn how e-mail quality (not quantity) leads to first contact resolution. This workshop will also help you develop a plan for measuring e-mail quality. You will discuss how often to take e-mail quality measures and how to calibrate your team leads to score e-mail quality fairly. Bring samples of your agents’ e-mails so you can practice using the Customer Service E-Mail Scoring Tool.

You will learn:
  • How to identify the traits of well-written e-mail to customers
  • How to measure the quality of your agents’ e-mail using E-WRITE’s Customer Service E-Mail Scoring Tool
  • How to improve agents’ writing skills
  • How to develop a writing skills recognition program for your contact center
Social Media As A Contact Center Channel: Are You Really Ready?

Since the emergence of social media, alot of attention has been centered on social media strategy and how to best leverage this "cool" technology. However, these discussions have also raised other important questions about the operational details that need to be addressed with social media--particularly in the contact center. This workshop will focus on specific tasks and operations in the contact center such as monitoring, scheduling, reporting, goal setting and response creation and how to integrate social media into these existing functions. Attendees will walk away with actionable tips and strategies on how to effectively leverage social media in your contact center.
The ROI of Mobile Interactions
Presenters: Michael Biondo, Vice President, Customer Operations, Clear Channel Radio; Scott Hirsch, Vice President of Business Development, Get Satisfaction

Gain useful insights on how to leverage mobile technologies for increased engagement with your customers. This workshop will address three key areas for mobile interactions: Consumer Insights, Mobile Payments & Troubleshooting and Social Media Applications. Come prepared to share your mobile questions and experiences with workshop presenters. Participants will also work in teams to develop a mobile plan.

The Evolution and Future of Customer Care (Executive Briefing) 
Moderated by Jon Hockman, the D3 Group

What does the future of customer care function look like? How does one prepare for that future? Is there any point in looking long term? Here’s what we know: today's customer care professionals need to be thinking strategically about the future of their organization as business and social trends are reshaping the customer care function every day. This advanced session, designed for senior-level customer care leaders, will be your chance to hear provocative insights from your peers from within your industry sector as well as those from other sectors. Through this discussion, you will also begin to build your own agenda of strategic priorities to ensure you and your team are relevant and recognized as a value center well into the future.
Objects in the Mirror are Closer Than They Appear: How to Manage the Legislative and Regulatory Issues that Impact the Customer Relationship Profession (Executive Briefing)
Presented by Amy Showalter, Principal, The Showalter Group, Inc.

How our organizations interact with customers has received much scrutiny in the last decade. Beyond the general public’s examination of our profession through social media networks, there is a greater review of our practices by the federal government and regulatory agencies.

With the increased industry examination, senior customer relationship professionals need to know the issues that are driving the scrutiny and have a plan to communicate and manage them inside their organizations.

In this workshop, you’ll find out the results of a legislative issues survey conducted among SOCAP members which reveals what your peers believe are the most pressing issues to monitor, as well as how to prioritize the issues for your organization, and the best practices for communicating their impact throughout your organization.

This workshop includes the opportunity to work in small groups and discuss best practices used to manage, lead and communicate these issues to your internal stakeholders.


2012 Symposium: Cancellation Policy

Cancellation Policy:

Refunds for cancellations must be made in writing (via email or fax) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before March 23, 2012. No refunds after March 23, 2012. Substitutions will be gladly accepted at no charge until April 6, 2012. A $150 fee will be charged on any substitutions made between April 6 and April 13, 2012. No substitutions after April 13, 2012. Registration transfers to future meetings will not be accepted.

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