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| Sunday, October 9....................................................................... | |||||
| 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 Reception | ||||
| Monday, October 10..................................................................... | |||||
| 7:30 - 5:30 | SOCAP Conference Registration Desk and Bookstore Open | ||||
| 7:30 - 8:30 | SOCAP Committee Breakfasts | ||||
| 7:30 - 8:30 | Exhibits Open & Coffee Service | ||||
| 8:30 - 8:45 | Opening Ceremonies | ||||
| 8:45 -10:15 | Keynote Speaker Tim Sanders, Yahoo.com! What's Likability Got to Do With It? Switching from Psychological Warrior (Old School) Style to New School Culture |
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| 10:00 - 12:00 | Exhibits Open | ||||
| 11:00 - 12:00 | General Session Renee Mauborgne. Professor, INSEAD University, France Blue Ocean Strategy for Differentiation and Value Innovation |
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| 12:15 - 2:00 | Luncheon SOCAP Landmark Studies 2005 |
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| 2:00 -- 5:30 | Exhibits Open | ||||
| 2:30 - 5:30 | ROI Afternoon Workshop Part I: Building a Business Case for Customer Care Through Data Collection, Analysis and Reporting (A Panel) | ||||
| 2:30 - 3:45 | Concurrent Workshops: 1) Internal Customer Panel: What Your Internal Partners Need From You 2) Online Dispute Resolution: An eBay Case Study 3) Hiring the Best CSRs and Keeping Them 4) Customer Care 101 5) Small Call Center Clinic Panel 6) The Customer Respect Index |
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| 4:15 - 5:30 | Concurrent Workshops: 1) Risk Management Panel 2) Call Center Innovations/Self-Service Panel 3) Writing Customer-Focused Scripts 4) Can Offshore Be Off-the-Hook Without Going Off-Your-Rocker? 5) Staff Ambassadors: Linking Employee Behavior to Customer Behavior 6) Negotiating With Customers: Internal and External |
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| 5:30 - 6:30 | Exhibit Happy Hour | ||||
| 6:30 - | Free Evening | ||||
Tuesday, October 11........................................................................
| 7:30 - 5:30 | SOCAP Conference Registration Desk and Bookstore Open |
| 7:30 - 9:00 | Special Affinity Network Group Think Tank Breakfasts |
| 8:00 - 9:00 | Exhibits Open & Coffee Service |
| 9:00 -10:00 | General Session Bill Price The Changing Landscape of Outsourcing |
| 10:00 - 12:00 | Exhibits Open |
| 10:45 - 11:45 | General Session Cindy Solomon Creating Courageous Leadership |
| 12:00 - 2:00 | Annual Business Meeting & Luncheon |
| 2:00 - 4:00 | Exhibits Open |
| 2:30 - 5:30 | ROI Afternoon Workshop Part II: Implementing the Voice of the Customer and Measuring Success and Next Generation ROI (A Panel) |
| 2:45 - 4:45 | Food Allergen Panel: Labeling and Consumer Protection Act of 2004 |
| 2:30 - 3:45 | Concurrent Workshops: 1) Globalization Panel 2) Doing More With Less 3) Call and Email Monitoring Panel 4) Effective Communication for Diplomatic Success 5) Designing the Customer Experience 6) Dealing With Online Consumer Feedback: Blogs, Forums and Online Discussions |
| 4:15 - 5:30 | Concurrent Workshops: 1) Brand Aligned Service 2) Real-World Tactics and Reality-Based Motivation for Increasing Productivity and Job Satisfaction 3) ConsumerRevenge.com 4) Training for Non-Trainers 5) Vendor Selection and Management: Getting the Most From Your Partnership 6) How the New Bioterrorism Act Will Affect Consumer Affairs |
| 6:30 - 10:30 | Conference Social Finale! Hornblower Yacht Cruise |
Wednesday, October 12.........................................................
| 8:30 - 11:30 | Bonus Half-Day Seminars:
1) Clinic for Contact Center Supervisors: Best Practices in Call Monitoring and Coaching |
OPTIONAL AFTERNOON CALL CENTER TOURS:
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