SOCAP International

Ohio Chapter - The Chase for Service Excellence

September 21, 2016
Customer experience programs provide remarkable opportunities to improve customer loyalty and reduce costs, but many companies fall short by not addressing the core functions of customer service. Network with your peers and learn thought-provoking ideas and answers on overcoming three challenges hounding contact centers today and help your customer experience programs blossom and thrive.

Speakers
Ryan Bradley – Director, Center of Excellence – Erie Insurance, will speak about Building an Analytics Organization.

How does a leading insurance company meet the needs of its customers by shifting from an agency model to a contact center? It’s no easy task, and it requires a vision that turns upside-down the conventional thinking in a conservative industry. Learn how Erie Insurance is building an analytics organization to leverage data to understand customer behaviors, create best practices and learn from service failures to create a positive customer experience.

Amas TenumahFounderBetterXperience, will speak about Using Data to deliver a Smarter Customer Experience.

How much of Big Data is hype and how much is real? We’ve seen its application from law enforcement to major sports but what does it look like within the confines of the customer experience? The data can be used to predict the next customer action, reduce effort, and personalize experiences both in the contact center and in-person. But applying it can be confounding unless you take an inside view of the “what” and the “how”.

Chris Lawson – Managing Partner – Lawson Concepts, is speaking about Danger! Information Overload.

Do your contact center agents come up with the right answers or even the same answers for customers? Are a glut of information and processes but a famine of answers threatening to take over your contact center and back office? Let’s uncover the consequences of information overload and what you can do to tame it.

WHEN
Wednesday, September 21, 2016
10:00 a.m. - 2:30 p.m.
Note: Registration will take place from 10:00 a.m. - 10:30 a.m.

WHERE
Indiana Wesleyan University
One Mill Run Building
3455 Mill Run Drive, Suite 550
Hilliard, OH 43026

COST (Includes Lunch)
Members: $35
Non-Members: $40



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.