Contact Center Nation April 11th Event
On Thursday, April 11th, 2019, SOCAP Florida Chapter will be collaborating with Contact Center Nation on an event in South Florida. The Contact Center Ideas & Innovations Tour will be held at the Miami Shores Country Club from 1:00 pm - 5:00 pm. We'll be bringing Contact Center, Customer Service and Customer Experience Professionals together to discuss hot topics in the industry.
SOCAP will have a table at the event for attendees to learn more about our organization, as well as other venders: Contact Center Pipeline Magazine, Panviva, Jacada, and Community Workforce Management Software Group.
There are discounted tickets for SOCAP members! Members pay $55, and the regular price is $99. Purchase your tickets here: https://ccnmiamisocap.eventbrite.com.
We hope to see you there!
How Does Customer Service Impact Brand Value?
On Wednesday, November 7, 2018, Pete Canalichio will discuss the impact of customer service on brand value.
In marketing, we say that everything communicates. This can be a good thing or a bad thing. Great brands not only have outstanding products, but they also have exceptional customer service. Collectively, every customer encounter with a brand either makes a deposit into a customer’s bank account or makes a withdrawal. Like a with personal relationship, the more deposits a brand makes, the more we value that brand.
- What is the definition of a brand?
- What makes a brand addictive?
- How does Customer Service factor in?
- What are 5 service-related actions to build your brand's value?
Pete Canalichio is a brand expansion and licensing strategist with over 25 years of business experience with such well known brands as The Coca-Cola Company, Newell Rubbermaid, and most recently, Licensing Brands – a Service Disabled Veteran Owned Small Business that he founded in 2009. He’s also the author of Expand, Grow, Thrive. A U.S. Naval Academy graduate with a BS in physics, Pete served in the Navy as an award-winning aviator and instructor pilot. Pete earned his MBA from the University of North Carolina Kenan-Flagler Business School and was a Richard H. Jenrette fellow and salutatorian of his class. His talent and expertise in event licensing blossomed while executing such exciting events as the 1998 Olympic Winter Games in Nagano, Japan, the 2002 Olympic Winter Games in Salt Lake City, Utah, the 1998 FIFA World Cup (Soccer) and Major NASCAR events throughout the U.S. Throughout his career, Pete has worked in more than 40 countries and managed extensive projects across national and continental borders.
To register for this event, follow this link.
|Thank you to Noble Systems for sponsoring this event! |
|Thank you to the Broward County Library |
for the use of their meeting space!
5 Gestures of Trust Meeting at the Miami Herald - BBB
On Thursday, March 22nd, 2018, Craig Honick presented an overview of the 5 Gestures of Trust.
The 5 Gestures of Trust is based on the extensive research done by BBB on the demonstrated behaviors and gestures an organization must demonstrate to gain consumer loyalty and trust.
Organizations must be: Honest, Transparent, Proactive, Equitable and Humble.
Craig Honick is an ethnographer, brand story developer, managing partner of Metro Tribal and co-author of the BBB 5 Gestures of Trust. Craig presented the 5 Gestures to a combined audience of SOCAP attendees from the Florida Chapter and Accredited Businesses from the BBB of Southeast Florida & the Caribbean (Miami Region). These simple but foundational guidelines are relevant to all businesses large and small. Following the presentation, the meeting participants engaged in a great discussion shared their own personal business experience as well as their own perspectives as a consumer on how trust is formed or impacted in the way organizations conduct their business with consumers.
For a copy of the Infographic handed out at the event, see the Download List in the right menu >>>
The below photo gallery contain a few photos from the event; check it out!
How Millennials Want to Work and Live - A Gallup Workshop
On Thursday, May 18th, 2017 the Florida Chapter celebrated it's 2017 chapter relaunch with a full chapter leadership roster. Tom Hoff and David Morgenbesser of Gallup led us through some fascinating research about Millennials then helped moderate some great discussion about how each of us are engaging with segment of the workforce. We learned:
What sets millennials apart from other generations?
Where can I find millennials and once I do, how do I keep them?
What do millennials want most in a job and a workplace?
What are the strategies I can use to inspire, motivate and build trust with millennials?
How do I create a millennial-friendly work environment that can optimize organizational performance?
The below photo gallery contain a few photos from our first event of the year. It set the stage for many others and we have a great group of leaders to take us forward!