A Special thanks to our sponsers:
AFFINA
Astute Solutions
Frito-Lay
Nike
SITEL
TeleSpectrum

FINAL SCHEDULE OVERVIEW

Sunday, October 10

3:00 - 8:00 SOCAP Conference Registration Desk and Bookstore Open

4:00 - 5:30 Chapter Officers' Forum

5:30 - 6:30 First-Timer/New Member Orientation

7:00 - 8:00 Welcome to New York Reception

Monday, October 11

7:30 - 5:30 SOCAP Conference Registration Desk and Bookstore Open

7:30 - 8:30 Exhibits Open & Coffee Service

8:30 - 8:45 Opening Ceremonies

8:45 - 10:15 Keynote Speaker


Former NY Governor Mario Cuomo
A Vision Worthy of the World's Greatest Nation

10:00 - 12:00 Exhibits Open

11:00 - 12:00 General Session

Jackie Huba, Author
Creating Customer Evangelists: The Open Source Approach

12:15 - 2:00 Luncheon
SOCAP Consumer Power Study: Emerging Consumer Needs and Expectations

2:15 - 5:30 Exhibits Open

2:30 - 5:30 SOCAP NEW EDUCATIONAL TRACK MEASURING AND MAXIMIZING THE ROI ON CUSTOMER CARE
Concurrent Sessions:

1. Data Collection, Analysis and Reporting
2. Building a Business Case for Customer Care
   

2:30 - 3:45 Concurrent Workshops:

1. Drawing the Line on Consumer Error (A Legal View)
2. Boost Customer Satisfaction By Building Your Brand
3. Consumer Power: The Gospel Truths About Service Jumping Through Hoops to Create a Customer That Cares

4:15 - 5:30 Concurrent Workshops

1. Keeping Learning Alive: Training, Retention and Enhancement
2. Psych 101 for CSRs
3. Consumer Affairs: Moving Up the Corporate Ladder
4. Improving the Customer/Agent Experience With a Multi-Channel Contact Center

5:30 - 6:30 Exhibit Happy Hour!

6:30 - Free Evening

Tuesday, October 12

7:30 - 5:30 SOCAP Conference Registration Desk and Bookstore Open

7:30 - 8:30 Exhibits Open & Coffee Service

8:30 - 9:30 General Session

Shaping Shared Values With Customers
Douglas Smith

9:30 - 10:00 General Session
Bang! Getting Your Message Heard in a Noisy World Linda Kaplan Thaler

10:00 - 12:00 Exhibits Open

10:45 - 11:45 General Session

Making the Emotional Connection With Customers Dan Hill

12:00 - 2:00 Annual Business Meeting & Luncheon

2:00 - 4:00 Exhibits Open

2:30 - 5:30 NEW SOCAP EDUCATIONAL TRACK MEASURING AND MAXIMIZING THE ROI ON CUSTOMER CARE
Concurrent Sessions:

1. Implementing Voice of the Customer Strategies
2. Measuring Success and Next Generation ROI
   

2:30 - 3:45 Concurrent Workshops:

1. Return on Relationships: A New Measure for an Old Idea
2. Maximizing International Relations -- The Opportunities and Pitfalls to Understand When Dealing With Colleagues and Customers Overseas
3. How to Click With Everyone Every Time
4. Best Practices in Small Call Centers
5. Taming the Stress Tiger in Your Contact Center

4:15 - 5:30 Concurrent Workshops:

1. Excellence Everyday: Three Case Studies
2. The Science of Rapport Technology
3. Delivering 100% Customer Satisfaction
4. Striving for Excellence: Going Beyond Survival
5. First Call Resolution: Its Impact and Measurement

6:30 - 10:30 Conference Social Finale!


Wednesday, October 13

8:00 - 9:30 Industry Roundtable Discussions
10:00 - 12:00 Six BONUS Concurrent Workshops:

1. Supervising, Coaching and Progressive Discipline Skills
2. Linking Satifaction Metrics to Performance Incentives
3. Time Management and Strategic Planning: Tools and Measurements
4. How American Consumers React When Calls are Handled by Off-Shore Agents
5. Building B2B Service Excellence
6. CRM Strategies at Schwan Food Co.

Note: Stay tuned to the website for program changes.


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