Overview
| Sunday, May 7th |
| 3:00 - 8:00 |
SOCAP Registration Opens |
| 4:00 - 5:30 |
Chapter Officer's Forum |
| 5:30 - 6:30 |
First Timer/New Member Orientation |
| 7:00 - 8:00 |
Welcome to Washington Reception |
| Monday, May 8th
|
| 7:30 - 5:30 |
SOCAP Registration Desk and Bookstore open |
| 7:30 - 8:30 |
Committee Breakfasts |
| 7:45 - 8:45 |
Exhibits Open & Coffee Service |
| 8:30 - 8:45 |
Opening Ceremonies:
Linda Pell, SOCAP |
| 8:45 - 10:15 |
Keynote Speakers:
Plenary Session
Open Roads, Open Minds: An Exploration of Creative Problem Solving
Steve Uzzell, National Geographic Photographer
The Dawn of the Conceptual Age: Focusing on High Concept, High Touch
Daniel Pink, Author |
| 10:15 - 11:00 |
Coffee Break |
| 10:15 - 12:15 |
Exhibits Open |
| 11:00 - 12:00 |
Plenary Session
"Roc" Around the Clock: A Revolutionary Business Metric!
Don Peppers, Author |
| 12:15 - 1:30 |
Networking Luncheon |
| 1:45 - 2:45 |
Concurrent Presentations:
- The Role of Advocacy and Technology: A Turnaround Case Study at AOL
- Database Capability/Functionality at the Kellogg Information Center
- How Did They Do That?
- Maximizing Your Outsourcing Relationship
- Taming the Beast: Best Practices in Email Management
- Vitamin H (Humor) - Good for You, Good for Business!
- The 12 Voices of the Customer and Vital Lies That Prevent You From Hearing Them
|
| 1:30 - 6:30 |
Exhibits Open |
| 3:15 - 4:15 |
Concurrent Presentations: - Consumer Behavior at Company Sponsored Web Stores
- The Creativity Economy: Tools to Implement Strategic Innovation in Your Contact Center
- Using Applied Technology for Crisis Management
- Leveraging Consumer Contact Information to Drive Business Value at Kraft Foods
- The ROI of Listening: Today's New Measurement Standards for Word-of-Mouth Marketing
- Maintaining Balance - Mental, Physical, and Emotional
|
| 4:45 - 5:45 |
Concurrent Presentations: - The Advantages of Nearsourcing: Is Closer Better? A Panel
- From Homemade to High-Tech at Rich-SeaPak Corp
- At Home Agents a Growing Trend in Health Care and Pharmaceutical: A Panel
- Going Public With Public Service
- Are you easy to Do Business With?
- Call Center Culture is Created at the Top
|
| 5:45 - 6:45 |
Exhibit Happy Hour |
| Tuesday, May 9th
|
| 7:00 - 5:00 |
SOCAP Registration Desk and Bookstore Open |
| 7:30 - 8:30 |
Exhibits Open & Coffee Service |
| 8:30 - 9:30 |
Plenary Session
How the Internet is Changing Consumer Behavior and Expectations
Lee Rainie |
| 9:30 - 10:15 |
Coffee Break and Exhibits Open |
| 10:15 - 11:30 |
Plenary Session
When Opportunity Knocks...Sell Yourself and Your Ideas!
Patricia Fripp |
| 11:45 - 1:15 |
Networking Luncheon |
| 1:45 - 2:45 |
Concurrent Workshops- Strengthening the Bond of Trust Between Industry and Consumer
- How to Deliver an Executive Attention-Grabbing Business Presentation
- Building Best in Class Service Through Direct Customer Feedback at Kellogg
- Make Marketers Crave Customer Feedback
- Serving Up Satisfying Interactions
- The ROI of Where to Buy
- Customer Care is the "Relationship Business" in Brazil
|
| 2:00 - 4:00 |
Exhibits Open |
| 3:15 - 4:15 |
Concurrent Presentations:
- Training Customer Service on Data Privacy and Protection
- Federal Contact Center Management: Building Citizen Satisfaction
- Operational Best Practices at NetBank
- Combating Trained Hopelessness Through Proactive Communication
- Capturing and Retaining the 50+ Customer
- Delivering Value to External Customers and Internal Partners at Elli Lilly and Company
|
| 4:45 - 5:45 |
Concurrent Presentations - Strengthening Diversity in Consumer Outreach and Communications
- Using Your Call Center as a Proactive Tool to Reduce Claims
- Five Star Employee Reward and Recognition Program at Hackensack University Medical Center
- Hiring the Right People, Every Time
- Product Recalls: Federal Policies and Changing Communication & Education Strategies
- ABC's of Public Sector Performance Improvement
|
| 6:30 - 10:00 |
SOCIAL Finale |
| Wednesday, May 10th
|
| 7:30 - 11:30 |
SOCAP Registration Desk & Bookstore Open |
| 8:30 - 10:30 |
Executive SANG:
Open Forum Discussion |
Food & Beverage SANG:
Open Forum Discussion |
| 11:00 - 12:00 |
Food & Beverage SANG
Food & Beverage SANG:
The Elevator Speech Dianne Durkin, Executive Coach |
Executive SANG:
Ask the Experts |
|
| 11:00 - 12:00 |
Executive SANG:
Guest Speaker TBA |
| 12:30 - 2:00 |
Food Allergen Labeling and Protection Act of 2006: A Panel (box lunch available for F&B SANG members) |
| 9:00 - 10:30 |
Bonus Sessions:
- Empowering Agents: VW Credit Drives Customer Service and Efficiency Gains
- Health Savings Accounts: The New Health Benefit Option
- Assessing CSR Writing Skills Before Hiring
- Build a Stronger Database Structure for Better Reporting
- Maximizing Call Center Efficiencies: A Case Study of J.B. Hunt Co.
- Migrating From Customer Care to Revenue Generation
|
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"It is a wonderful opportunity to network with colleagues, recharge your 'information' batteries."
- Alicia K. Bergin, U.S. Tobacco Brands Inc.
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