SOCAP White Papers

White papers are available for download to SOCAP members.  Interested in membership?  Click here!

• Eliminating Consumer Confusion: How to Respond to Consumer Inquiries
  As consumers continue to utilize the Internet as a source for accurate health information, it is imperative that consumer packaged goods (CPG) companies come together to establish universal responses to common consumer health and ingredient questions. Inconsistent answers from one company to the next can confuse the consumer and lead to an increase in consumer frustration. To help eliminate consumer confusion, the Consumer Packaged Goods Industry Committee of SOCAP developed a survey that addressed how CPG companies handle and respond to consumer inquiries on specific issues.

• 2010 Social Media Primer

• The Social Media Landscape in Canada

• Le paysage des médias sociaux au Canada

• 2006 Call Center Employment Outlook

• The Changing Landscape of Outsourcing

• Doing More with Less

• Consolidated Enterprise Reporting for Disparate Systems and Cross-Functional Contact Centers

• Offshore Outsourcing

• Raising the Profile of Customer Care

• SOCAP Ethics

• SOCAP Privacy

  • Chapter 1

  • Chapter 2

  • Chapter 3

  • Chapter 4

  • Chapter 5

  • Chapter 6

• Work Force Management

• Is Service Really That Bad?

• Building Relationships With CRM

• The Death of Lifetime Value

• Service in a Monopolistic Environment

• Wasting Money Surveying to Get Answers You Already Know

• Internet Rumors

• Net-Based Customer Service Systems

• Call Center Rep Coaching

• Small Win Coaching for Measurable Improvement