Past 2011 Webinars:
[+] January 20 - Case Study: Desjardins and COPC Standards
Julie Gauthier, Desjardins
Andre Frommer, COPC
Helen Giontsis, Carlson Marketing
January 20, 2:00-3:15pm Eastern
How did the largest financial cooperative in Canada standardize its call center operations, data collection and reporting? What value and benefits has standardization produced?
Join SOCAP's Canada Community of customer relationship experts on Thursday, January 20 for a webinar examining Desjardins and COPC, Inc. Standards: From Implementation to Value to find out!
Julie Gauthier of Desjardins, Andre Frommer of COPC, Inc. and Helen Giontsis of Carlson Marketing present an in-depth case study of how Desjardins, the largest financial cooperative in Canada, implemented COPC's family of Standards and the long-term value they have provided. Hear first-hand the experiences, difficulties and lessons learned as they researched, implemented and measured the value of standardizing management practices, key metrics and customer service operations. Find out why Desjardins decided to implement these standards and the overall impact and value the certification has had for the company.
Desjardins Group is the largest financial cooperative in Canada with over 5.5 million members served by 480 branches. Their call center handles both consumer and business contacts through phone, chat and web and is staffed by over 350 agents.
[+] SOCAP/COPC, Inc. 2010 Multi-Industry Benchmarking Survey Findings
Cliff Moore, COPC, Inc.
January 25, 2:00-3:15pm Eastern
Are Fortune 1000 brands engaged in Social Media? Who is still tracking FCR, and what are their targets? How do we stack up against our peers?
If you've asked yourself any of these questions, you can't afford to miss tomorrow's webinar presenting the findings from the 2010 Multi-Industry Benchmarking Report!
SOCAP International and COPC, Inc. present the results and findings from the 2010 Multi-Industry Benchmarking Report. The 2010 report represents nearly 50 companies from Food and Beverage, Healthcare, Household and Personal Care, Travel and Hospitality, Retail, Automotive and other industries, including numerous Fortune 1000 companies.
We will present detailed findings from the 2010 Benchmarking Report, including:
- Social Media - How do companies define Social Media? How many companies are engaged in social media monitoring? Are companies simply listening, or are they engaging consumers through social media as well? On what networks are brands most active? And more...
- First Contact Resolution - Are companies still tracking FCR (the answer might surprise you)? What, if any, relationship is there between FCR and CSAT? What, if any, targets are companies setting for FCR?
- CSAT and Quality Monitoring - Find out how your peers are monitoring and measuring customer satisfaction and quality. What survey methods lead to the highest satisfaction? How often are companies monitoring agents for quality?
We will answer these questions and more during this webinar.
[+] March 31 - Social Networking, FTC Regulations & Consumer Affairs
Jim Dudukovich, Marketing Counsel, Coca-Cola North America
Anthony DiResta, Partner, Manatt, Phelps & Phillips, LLP
Thursday, March 31, 3:30-4:45pm Eastern
Social Media is the first consumer touchpoint that brings together customer care, marketing, advertising and public relations. As more and more consumers engage with companies through social media, your knowledge of the rules and regulations that govern those interactions becomes increasingly important.
In this webinar, you will learn:
- the risks and issues involved with social networking,
- how to protect your brand through social media when a crisis or problem develops, and
- how to interact with other stakeholders within your company (like legal, compliance, marketing, PR and others) when it comes to social media.
You can't afford to miss this webinar - as we've seen over the past years, and continue to see now, consumers are becoming ever more social and plugged in. Established networks like Twitter, Facebook and YouTube are being joined by new startups every day; the ways for consumers to interact with each other, and brands, continues to grow.
[+] April 21 - The Power of Consumer Affairs to Influence the Customer Experience
John Goodman, TARP Worldwide
Customer Experience (CE) is the buzzword of this decade and a key to getting more resources and influence.
As a customer relationship expert, you are in a unique position to guide if not take ownership and drive the customer experience and increase revenues for your company.
Through a series of case studies and real-world examples, learn why and how customer care must be involved in driving the voice of the consumer and how to build internal credibility to become more involved in defining the voice of the consumer.
John Goodman, Vice Chairman of TARP Worldwide, will walk you through the strategic and tactical elements of increasing your department's role in defining the customer experience. Learn how to leverage your contact center and the wealth of data gathered in it to define and establish your role and influence in the customer experience.
[+] June 16 - The Canadian Customer Experience
This event will present the results from a benchmark research conducted in 2010 with the participation of 33 call centres based in Quebec and will be followed by a discussion forum on Customer Experience.
This benchmark analyzes the customer experience as a tool for developing business and building customer loyalty. It will examine the link between practices developed within the corporation and their application in participating customer contact centres.
The following themes are raised in this study:
- Definition and application of customer experience
- Operational latitude
- Data sources
- Conditions for success
[+] June 23 - How General Motors Engages Customers in Online Communities
How General Motors Engages Customers in Online Communities
Thursday, June 23 | 3:00-4:00pm Eastern
[Register Now]
Jim Moloney, General Director, General Motors Customer and Relationship Services Group;
Steve Walczak, Marketing & Customer Assistance Manager, General Motors;
Mike Mumford, Partner, 3CSI Digital CRM
What does it take to develop and support engaged online communities of happy customers and brand advocates? What is the process involved in getting your brand engaged beyond Twitter and Facebook? In this webinar, you'll learn first-hand how General Motors took their online engagement to the next level.
Find out how to identify the "right" communities, going beyond just Twitter and Facebook to find the niche networks where your customers are already gathering. Jim and Mike will take you through the entire process of General Motors's online engagement strategy from CSR selection, including volume forecasting, to measurement and reporting. Learn how General Motors developed relationships with online communities, managed discussions, utilized targeted data collection, and measured the effectiveness of their efforts.
[+]September 29 - Contact Center Management: Recognition & Rewards
Contact Center Management: Rewards & Recognition
Thursday, September 29 | 2:00-3:00pm Eastern
[Register Now]
Jeffrey Collins, Andersen Windows and Steve Seidl, Alta Resources
This webinar is part of an ongoing learning series on Contact Center Management. Catch the next installment at SOCAP's 2011 Annual Conference!
Keeping front-line employees is an ever-evolving challenge that contact center managers of all levels face. In this webinar, you'll hear from Andersen Windows and Alta Resources on why rewards and recognition are important for employee motivation and how to design and execute a successful rewards and recognition program in your company. Then, you'll take a deep dive into case studies that highlight the many different ways of enacting a rewards and recognition program within your company. Learn about various reward and recognition models, from highly structured to comparatively unstructured, to figure out which one works best for your team. Be ready to learn and ask questions!