SOCAP International

News and Events

SOCAP Southwest Region
The Aaron Taylor S.T.A.R. Awards and
Holiday Luncheon - Wednesday, December 5th, 2018

You're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work we've accomplished in the customer care industry this year.

In memory of Aaron Taylor who passed away recently we have re-named our annual S.T.A.R. Awards to the Aaron Taylor S.T.A.R. Awards. Judy Mckee from McKee Consulting will be presenting the awards again this year.

We encourage you and your company to nominate frontline individuals who make a difference every day with their positive attitude, demonstrate a willingness to lend a hand and are forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer - if they are invaluable to your company then we want to hear about them? Please use this link to access the S.T.A.R. Nomination Form. Deadline is November 9, 2018.

We have a wealth of knowledge amongst us, so we will share with each other in roundtable discussion topics that were discussed at the Re-Imagine SOCAP conference in Salt Lake City, UT.

1. Digital & Self Service
2. Omni-Channel
3. Tech Investments
4. Talent Engagement
5. Care as a Value Generator


"Spark of Love" Toy Drive - Give Your Support

During this time of year, the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We are asking that you consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toys will be given to the Fullerton Fire Department.

The “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, Riverside and San Bernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention Division of the Fullerton Fire Department at (714) 738-6500.

WHEN

Wednesday December 5, 2018
10:00am - 2:00 pm PST

WHERE

Coyote Hills Golf Course
1440 E. Bastanchury Road
Fullerton, CA 92835

COST

Members: $45
Non-Members: $68
Register Today!

Thank you, Alta Resources and McKee Consulting
for sponsoring this event!



 SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.

SOCAP Southwest Region
Ballast Point Brewery - November 16th, 2018

 
Making your agents more productive using AI and Actionable data reporting.



You are cordially invited to attend a terrific contact center event at Ballast Point Brewery in Long Beach, CA. Come learn about how AI can help automate your contact center and how to make customer data meaningful. Event features great speakers, topics, networking, lunch and 2 Ballast Point craft beers.

4 Ways AI-Powered Virtual Agents are Automating the Contact Center, presented by Liam Delap
Most contact centers have an over-reliance on live agents for even the most rudimentary and repetitive call types. Hear about the 4 ways organizations like AAA, MGM Resorts, Hyundai, and Office Depot are leveraging the power of conversational AI through cloud-based virtual agents that automate the call types and chats handled by live agents.

What? So what? Now what?, presented by Marie Shubin
We got data! It’s one thing to have terrific tools and great agents who collect the data from your consumers; but it’s quite another to make it meaningful information for your customers. Marie will share some tips and ideas on how to blend data from diverse channels into cohesive reporting for your internal customers in marketing, quality, public relations, and others so they can take action on issues.

 

Liam Delap, Director of Sales Solutions
Liam Delap has served as an enterprise technology consultant and senior success manager throughout his entire career, working with dozens of well-known organizations across the U.S. to transform their customer experience. As the Director of Client Solutions, Liam serves as a senior customer experience architect for both existing and prospective clients with a focus towards business outcomes. His dedication to understand each client’s environment and need allows Liam to design custom solutions that provide significant return on investment and the greatest possible customer experience.

Marie Shubin, Sr. Director of Customer Relations
and Sensory Operations, E&J Gallo
Marie Shubin is the Sr. Director, Consumer Relations and Sensory Operations at E & J Gallo Winery. Marie’s long career has blended her passion for customer service excellence with formal education as a corporate trainer and service leadership roles in technology, healthcare and consumer products manufacturing companies. She has developed curriculum and trained thousands of individuals in face to face and contact center engagement for B2B and B2C environments. Joining SOCAP in 1993, she has served in various roles and was the 2015 SOCAP Board Chairman. She led the launch of the CPG Industry Community, co-founded the Data Reporting Workshop and helped launch the Quality Monitoring Workshop. Two philosophies have influenced her service career. The first is “Consumer Service has two masters: the consumers who reach out for assistance and the internal colleagues who rely on the data and insights we collect to advance their work.” She promotes deploying technology to improve operational effectiveness and ensure data integrity while maintaining the human, personalized service consumers want. The second philosophy which she brings to SOCAP is that “We are all each other’s consumers and we are all judged by the last service experience we had with any company.” As a result, she advocates for all SOCAP members to learn and provide best in class experiences that benefit our consumers and enhance our profession.

WHEN (EVENT ITINERARY)
Friday, November 16, 2018
11:00am - 3:00pm PST

11:00am - 11:15am: Check-in, networking
11:15am - 11:30am: Introduction to Sponsors
11:30am - 12:30pm: Liam Delap - "4 Ways AI-Powered Virtual Agents are Automating
the Contact Center"
12:30pm - 01:30pm: Lunch from the Ballast Point Kitchen & 2 craft beers
01:30pm - 02:30pm: Marie Shubin - "What? So what? Now what?"
02:30pm - 03:00pm: Networking and beer on the patio overlooking Long Beach Harbor

WHERE
Ballast Point Brewery
110 N Marina Drive
Long Beach, CA 90803
COST (INCLUDES LUNCH AND 2 BEERS)
Members:$20
Non-Members:$40
Space is limited, so Register Today!
Thank you to Smart Action and Astute for sponsoring this event!

SOCAP CHAPTER EVENT CANCELLATION POLICY
Refunds for cancellations must be made in writing (via email tosocap@socap.org) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.

SOCAP Southwest Region
AI in the contact center event @ Ttech in Denver
April 27th, 2018

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SOCAP Southwest Region
Holiday Luncheon - Wednesday, December 13, 2017

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SOCAP Southwest Region
Boat House San Diego-October 23rd, 2017

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SOCAP Southwest Regional Event
Honda- September 22, 2017

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SOCAP Southwest Regional Chapter: Hermosa Beach was a success!

Friday, August 18, 2017

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SOCAP Southwest Regional Chapter: How Do You Leverage Technology to Provide a Frictionless, Low Effort Customer Experience?

Friday, August 18, 2017

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It’s hard to pick up a magazine or turn to the news without hearing about how technology and automation is changing our world and rapidly shaping the customer experience.

Technology is giving customer care professionals more automation options than ever before. This automation can actually help reduce friction by getting the customer the right answer quickly.

Customer care leaders need to know what to automate, what not to do, and what the overall impact will be on the customer experience.

So, the SOCAP Southwest Regional Chapter is pleased to present an innovative and practical technology workshop with leading technical and business solutions experts, each with a different perspective. Join us as we explore the answers to these questions and arm ourselves with knowledge for the future of customer experience.

Some of the questions answered will be:

  • What is AI?
  • What are Chatbots?
  • Who is using them today and for what purpose?
  • In what ways do we think it will impact consumer engagement today and in the future?
  • What are the type of software and hardware needed to use these tools and implement them into our operations?
  • What role can the digital employee play in customer care?
  • How do we blend the digital employee with the human employee?

 

SPEAKERS

Keynote Speaker -Dan Fox– Director of Business Development, Speech & Language Technologies - Interactions LLC –“Free Your Customers from the Maze…Why It’s All About Lowering the Customer Effort”

Tobias Goebel, Aspect – Director of Emerging Technologies – An Outlook of Where AI and Chatbots are Going… Tobias will talk about how can we distribute work with the digital employee and the human employee. He’ll also share some examples of return on investment using automation.

We’ll also have a panel discussion featuring several Subject Matter Experts from Aspect, Interactions, Genesys and BrightPattern on the Technologies used to reduce customer effort.

   register
 
 

WHEN (EVENT SCHEDULE)

Friday, August 18, 2017
1:30 p.m. - 2:00 p.m. Registration
2:00 p.m. - 2:45 p.m.Dan Fox – Interactions LLC- Customer Effort Matters - Insights from comprehensive research recently conducted by Interactions

2:45 p.m. - 3:30 p.m.Tobias Goebel– Aspect - How AI and chatbots are changing the customer experience and where we could start

3:30 p.m. - 3:45 p.m. Refreshment Break
3:45 p.m. - 4:30 p.m. Expert Panel Discussion
4:30 p.m. - 4:50 p.m. Sponsors Showcase
4:50 p.m. - 5:00 p.m. Summary Close
5:00 p.m. - 6:00 p.m. Networking
6:00 p.m. Informal Dinner with Group

WHERE

Beach House Hotel
1300 The Strand
Hermosa Beach, CA 90254
Event held in Pacific Room

COST (LIGHT REFRESHMENTS WILL BE SERVED – DINNER NOT INCLUDED)

Members $50
Non-Members $75
 
Register Today!

 Thank you Aspect and Genesys for sponsoring this event!

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SOCAP CHAPTER EVENT REGISTRATION CANCELLATION POLICY:Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted

 

Southwest Regional Chapter - Customer Experience: Winners, Losers and Ones to Watch at Petco Park

 May 17, 2017


The best practices, decision making and extraordinary results of the top customer experience companies have created winners, losers and businesses to watch. Leaders like Intuit (TurboTax, SnapTax), Amazon (Jeff Bezos), Starbucks (Howard Schultz), Netflix (Reed Hastings) and newer companies including Uber, Square and Airbnb marginalize and eliminate competition. Bean calls these companies “Experience Makers.” They go beyond conventional customer service, support and satisfaction with a purpose designed customer experience (CX).

Keynote Speaker: Jeofrey Bean

In this special keynote presentation for SOCAP, followed by a workshop, Jeofrey Bean, author of Customer Experience Rules! and The Customer Experience Revolution, a best-selling CX book with Sean Van Tyne, will share his insights of why the best in CX are better and different for customers, lead in customer advocacy and what it means for businesses from start-ups to corporations.

Based on his experience, research and live interviews with CX leaders for his books and courses at UC San Diego, Jeofrey Bean will focus on an essential set of best practices and culture that redefine customer experience and propel businesses to customer experience leadership.

Following the keynote presentation Jeofrey will lead a customer experience workshop about selecting and prioritizing best practices for your business so you leave with ideas to begin improving or innovating your customer experience.

Stadium Tour & Padres vs. Brewers Baseball Game

Following the keynote presentation and workshop, you'll enjoy a tour of Petco Park along with watching the Padres and Brewers baseball game. Sit on The Rail of San Diego's own "Green Monster" - the iconic Western Metal Co. Building. The Rail is an exclusive seating area giving you an elevated bar-rail experience on the patio of the Budweiser Loft. It includes in-seat service and access to the Budweiser Loft.

WHEN
Wednesday, May 17, 2017 (Event Schedule)
1:30 p.m. - 2:00 p.m.   Check-in (location details will be sent to registrants)
2:00 p.m. - 4:00 p.m.   Keynote Speaker: Jeofrey Bean
4:00 p.m. - 5:30 p.m.   Stadium Tour
7:10 p.m.                         San Diego Padres vs. Milwaukee Brewers Game

WHERE
Petco Park
100 Park Boulevard
San Diego, CA  92101

COST (includes keynote, appetizers, tour, game ticket and one 24oz beer)
$80 Members
$80 Non-Members

The first 30 people to register will receive The Customer Experience Revolution and Customer Experience Rules! Both books will be signed by Jeofrey Bean.

Southwest Regional Chapter - Gallup’s Strengths-Based Leadership Workshop

March 10, 2017



    SOCAP’s Southwest Regional Chapter is excited to offer an exceptional opportunity to its members to participate in what has come to be one of SOCAP’s highest-rated chapter events.

    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's wrong (weaknesses).

    Additional information to be announced at a later time.

    WHEN
    Friday, March 10, 2017 (Event Schedule)
    10:00 a.m. - 10:30 a.m.    Registration
    10:30 a.m. - 10:45 a.m.    Introductions
    10:45 a.m. - 12:45 p.m.    Gallup - Strength Finder Session
    12:45 p.m. - 1:30 p.m.      Lunch and Networking

    WHERE
    Gallup Office
    18300 Von Karman Ave.
    Suite 1000
    10th Floor
    Irvine, CA 92612

    COST
    Members  $50
    Non-Members  $75



    SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. No cancellations or refunds will be given if made within five full business days (Monday-Friday) prior to the Chapter Event. Registration fees are not transferrable to future events. The Strengths Finders Assessment Fee is included in the cost of registration. Please be advised that a $15 reduction will be made to any approved refunds to cover the cost of the chapter’s pre-paid expense. 

    Thank you Spokeo for sponsoring this event!




    Thank you Gallup for hosting this event!

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    Wednesday, December 14, 2016

     

    Join the SOCAP Southwest Regional Chapter for their S.T.A.R. Awards and Holiday Luncheon

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    You're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work of our customer service representatives by honoring them with the SOCAP Top Achiever Recognition (S.T.A.R.) Award.

    We encourage you and your company to nominate individuals who make a difference every day with their positive attitude, willingness to lend a hand and forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer - if they are invaluable to your company then we want to hear about them! Please use this link to access the S.T.A.R. Nomination Form.

      

    Keynote Speaker - Michael Tchong, Founder of ubercool INNOVATION

    Michael Tchong 

    Michael Tchong is a high-energy, passionate speaker who devotes himself to driving trends that reinvent markets. His trademark motto is, "I help you catch the next wave before it catches you."

    An innovation catalyst, Michael inspires attendees by dissecting opportunities that exploit market shifts, in particular massive "Ubertrend" waves. His talks showcase brands and individuals who are leading the charge to reinvent industry sectors by harnessing emerging societal and technology trends, with an emphasis on the trajectory shift innovation provides.

    Michael is the founder of ubercool INNOVATION -- a consulting agency and incubator -- and an adjunct professor of innovation at the University of San Francisco and UC Berkeley. He’s currently writing his third book, Ubertrends, to be published in early 2017. His trend and innovation analysis resides at ubercool.com.

     "Spark of Love" Toy Drive - Give Your Support

    SOL
    During this time of year the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We are asking that you consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toys will be given to the Fullerton Fire Department.

    The “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, Riverside and San Bernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention Division of the Fullerton Fire Department at (714) 738-6500.

    register

    WHEN

    Wednesday, December 14, 2016
    10:00 a.m. - 2:00 p.m. PST

    WHERE
    Coyote Hills Golf Course
    1440 E. Bastanchury Road
    Fullerton, CA 92835

    COST
    Members: $45
    Non-Members: $55

    Register Today!

    Thank you RQA, Bright Pattern, Interactive Intelligence, World Connection, ALTA Resources and Pro Outsourcing for sponsoring this event!
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    SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.

     

    Friday, September 23, 2016
       

    SOCAP Southwest Regional Chapter Presents

    Networking at the Winery

     
     

    Join the Southwest Regional Chapter at the Lorimar Winery in Temecula, for a winery tour through their beautiful grounds, a wine tasting (6 delicious wines), a gourmet lunch and networking with executives from some of the world’s best known brands.

    But wait, there’s more. You are also invited to join us for dinner at the Vineyard Rose Restaurant at the South Coast Winery for a wonderful dinner, networking, great wine and great conversation. (This is optional - Dinner is not included in the cost – each participant must purchase their own food/beverage)

    Matt O'Doherty from Lorimar Winery will be giving a presentation on Lorimar’s Customer Service & Customer Loyalty Philosophy.

    The event will include a winery tour, wine tasting, gourmet lunch, a customer loyalty presentation and networking with other SOCAP members

     

     

     

    WHEN

    Friday, September 23, 2016
    12:00 - 4:00 pm PST

    WHERE
    Lorimar Winery
     39990 Anza Road
    Temecula, CA 92592
    Dinner (This is optional and not included in the cost – each participant must purchase their own food/beverage)

    Time: 5:30 – 7:00 p.m.
    Where: Vineyard Rose Restaurant (South Coast Winery)
    Address: 34843 Rancho California, Rd, Temecula, CA 92591

    Hotel accommodations - 5 Rooms blocked (first come, first serve)

    If you would like to stay the weekend, below are some special rates at the South Coast Winery Resort and Spa. Why not spend the night and enjoy another day of touring SoCal's best wineries? There's over 50 wineries in Temecula for you to explore.

    To reserve your room, contact Mary Lukowski at 951-587-9463, ext. 7250 or mlukowski@wineresort.com.

    COST
    Members: $40
    Non-Members: $45
     
    Register Today!

     

    Thank you Bright Pattern, Interactive Intelligence,
    Alta Resources and Pro Outsourcing for sponsoring this event!


    SOCAP Chapter Event Registration Cancellation Policy:
    Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.

     


    Friday, August 19, 2016


    SOCAP Southwest Regional Chapter

    Another Great Event!!


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    Networking at the Beach: How to Deliver and Measure Effortless Customer Experiences through Voice and Text Message

    Southwest Regional Chapter had a great time in Hermosa Beach, CA for this exciting event sponsored by SmartAction, World Connection and Interactive Intelligence. We had three exceptional speakers that provided great info for all who attended.

    Lauren Kindzierski from HGS spoke about“How to Launch Text Message Customer Service”

    Michele Crocker and Tripp Kerr from Zenacity Group discussed “How to Measure Customer Experience in An Omni Channel World”

    Patrick Munoz from Voice Zone spoke about“How to Use Our Voice To Create Memorable Customer Experiences”

     
      
     

    Thank you SmartAction, World Connection and Interactive Intelligence for sponsoring this event!