2005 Symposium Schedule Overview

Sunday, April 3

3:00 - 8:00 SOCAP Registration 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 Orlando Reception

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


7:30 - 8:30 Committee Breakfasts


7:30 - 8:45 Exhibits Open & Coffee Service


8:30 - 8:45 Opening Ceremonies: Sheila Sullivan, SOCAP 2005 Chairman


8:45 - 10:15
Keynote Speaker: Fix the Future -- Stan Slap


10:15 - 11:00 Coffee Break


10:00 - 12:15 Exhibits Open


11:00 - 12:00 Industry Breakouts


12:15 - 1:15 Networking Luncheon


1:30 - 2:45
Plenary Session: Unleashing Excellence:The Leadership Factor -- Dennis Snow


3:15 - 4:15 Concurrent Presentations:


1) Are Contact Center Standards Important?
2) The Life Cycle of a Consumer Promotion
3) It's All About You
4) Customer Service Measurement Best Practices: An Expedia Case Study
5) Non Standard Remittances for Billing and Collection
6) Modeling Corporate Values to Enhance Morale
7) One Stop Contact Using a Contact Center Dashboard

4:30 - 5:30 Concurrent Presentations:

1) Building a Quality Program for Your Contact Center
2) The Consumer as a Participant in Health Care Delivery
3) Building to Support Successful CRM
4) Call Monitoring: Bumps, Bruises and Successes
5) Protecting Your Company Brand and Consumers From Online Fraud
6) The Customer Dashboard: Achieving Customer Intimacy
7) Change Management for Reluctant Industries

5:30 - 6:30 Exhibit Happy Hour

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


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


8:00 - 9:30
Plenary Session: Life Would Be Easy If It Weren't For Other People --Connie Podesta


9:30 10:15 Coffee Break and Exhibits Open


10:15 - 11:30
Plenary Session: Away Goes the Post-Information Society and in Comes the Uber Customer -- Watts Wacker


11:45 - 1:15 Networking Luncheon


1:45 -2:45 Concurrent Presentations:


1) Making a Business Case for Service Leadership
2) Strategic Benefits of Consumer Communications Management
3) Telecommuting That Works: Implementing a Remote Agent Strategy
4) Managing a Successful Career in Customer Care
5) Building a Strong Team: Recovering the Bottom-Line
6) Integrating Strategic Selling Into Customer Care
7) How Accurate is Your Data?

1:15 - 4:15 Exhibits Open



3:00 - 4:00 Concurrent Presentations:


1) Changing the Corporate Landscape: Cultivating Leadership Experience
2) Customer Service Guarantee Program at PacificCorp
3) Creating a High Function Team Across Operational Areas
4) Going Global: Benefits and Challenges
5) Benchmarking the Usability of Self-Service Systems
6) Getting the Most from Generation X
7) Measuring and Managing Customer (and Employee) Satisfaction Upwards


4:15 - 5:15 Concurrent Presentations:


1) Help! Marketing Hates Me!
2) The Best of British Customer Service
3) Dealing With Today's HIPAA Regulations
4) Customer Service By Decree
5) Using Technology to Hire More Efficiently and Cost Effectively
6) Regulatory Compliance in an Evolving Customer Contact Environment
7) An Internal Public Relations Approach for Contact Centers


6:30 - 10:00 SOCIAL EVENT

BONUS SESSIONS:


8:30 - 9:30 Concurrent Presentations:


1) What Has the Greatest ROI. Technology or Re-engineering. and the Answer is?
2) Marvelous Customer Service Begins With Me
3) Little Things Bring Forth Dramatic Change
4) Every Customer Touch is a Sales Opportunity


8:30 - 10:30 Concurrent Workshops:


1) VP Crisis Management
2) Writing FAQs to Enable Self-Service