SOCAP International

Heartland

Past Events

June 8, 2017

Quality Monitoring:  Speed Round Tables


We put the “Q” back in our Quality Monitoring programs with this half day workshop where our attendees were able to calibrate with other professionals in the area.  We started the day with a presentation by Aspect Software, who graciously sponsored the day's event.  After that, we moved into the round table discussions where we talked about our companies QA forms, how our programs are run and Training/Coaching/Delivering Feedback. 
Following the event, we provided a happy hour off site for additional networking.

Thanks again to our event sponsor:

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March 30, 2017            
                 
Being Proactive vs. Reactive in the Age of Digital

In the morning, we heard from The Nerdery who broke down the complex world of digital as it relates to customer care and explained how digital is transforming our businesses.

In the afternoon, The Nerdery presented a case study on Customer Journey Mapping and we conducted a panel discussion to hear firsthand from Nebraska Furniture Mart and Conagra Brands on how they are being proactive in this digital era.

We asked attendees to bring donations for wipes and diapers which we donated to Bethlehem House. We collected over 1,900 wipes and almost 600 diapers!

A big THANK YOU to our sponsors for the day:  The Nerdery and 24-7 Intouch. 

Sept. 27th, 2016 - Meeting and Gallup Tour
  
Building (and Flexing) a Strengths-Based Culture

In the morning, Brandon Rigoni, Ph.D. of Gallup shared how research shows that the best opportunity for people to grow and develop, and net the greatest return on investment, is to identify the ways in which they most naturally think, feel, and behave, and then build on those talents to create strengths. People who know how to use their greatest talents everyday create individual, team, and organizational engagement, and success.

More than a decade ago, Gallup unveiled the results of a landmark 30-year research project that ignited a global conversation that would change human development. Now, more than 14 million people have taken Gallup’s Strengths-Based leadership assessment which has allowed them to focus on developing what’s right with people (strengths) as opposed to what wrong (weaknesses).

In the afternoon, Brian presented on How to Attract, Retain, Engage, & Develop The Millennial Generation.  We also allowed time for round table discussions, giving attendees the opportunity to meet with their teams, learn about each others' top 5 strengths and create some action plans for back at the office.

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May 4, 2016 - Meeting and Boys Town Tour

Many thanks to Boys Town for hosting us and letting us see into the day to day operations of their 24 hour National Hotline. 

In the morning, Ginny Gohr, Director of Boys Town National Hotline provided an overview of the hotline as well as Boys Town in general.  We then loaded a school bus and toured the amazing campus, contact center, and history museum.

In the afternoon we held round table discussions around escalations and best practices.

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2015

Inclusion and Diversity

Carmen Baker led us through a live benchmarking survey, two sessions of mind-opening exercises and facts as well as a panel discussion with local HR leaders Joyce Cooper from OPPD and Kurt Kline from Farm Credit. After the meeting, attendees helped pack 720 food back packs for students in need.

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