SOCAP International

Ohio Chapter - Show & Tell Social

August 02, 2017

Join the SOCAP Ohio chapter for an afternoon of Show & Tell! This very special social event is FREE OF CHARGE to SOCAP Brand Members and is a great opportunity for you to bring something you’ve worked hard on and are very proud of or something you struggle with and would like advice from your SOCAP Community.

This is the first of (hopefully) many SOCAP Show & Tell Social Events. Ideally, we would like folks to sign up in advance to present at SOCAP Show & Tell, but we will gladly allow anyone who has something to share to do so the day of. A projector and computer will be available for any presentation needs.
If you have a topic you would like to share/discuss at our inaugural SOCAP Show & Tell, please email me directly at: start things off, members of the SOCAP Ohio Chapter Board will share some things they have questions about to the SOCAP Ohio Community. Starter topics for discussion will be:

Stefanie Coffman, Manager – Digital & Consumer Services
(T. Marzetti)

In today's Consumer Affairs world we often find ourselves drowning in KPI's such as: Service Level, Abandonment Rate, Average Handle Time, Average Wrap Time, and the list goes on and on. Stefanie Coffman, Manager - Digital & Consumer Services with the T. Marzetti Company wonders what KPI's are important to the SOCAP Ohio Community. Specifically, is anyone measuring "First Call Resolution"? If so, how are you measuring it and why is it important to you? Conversely, if you are not measuring that KPI, why not?

Kelly Napier, Consumer Care Team Leader – Americas
(Kao USA)

Customer Service Week is an important time to recognize our teams that work diligently to provide the best possible support they can. Kelly Napier, Consumer Care Team Leader for Kao Brands, would like to hear how other Consumer Care teams celebrate Customer Service Week and how you recognize your agents during this time.

Angela Bragg, Senior Manager – Multi-Channel
Operations (ANN INC.)

For the inaugural SOCAP Show & Tell Angela Bragg, Senior Manager of Multi-Channel Operations for Ann Inc., will share what involvement in SOCAP has done for her and her team. As the VP of Membership for the Ohio Chapter, Angela is also interested in learning our member’s perspectives and stories of how SOCAP has helped them bring valuable insights and wisdom to their organizations.

Sandy Murphy, Manager – Business Solutions (HKT Teleservices)

Have you ever walked out onto a call floor and noticed hands in the air? Nothing tanks customer satisfaction like making a customer wait for an answer and nothing diminishes advocate morale by making them wait for a Supervisor for help. Sandy Murphy, Manager – Business Solutions at HKT Teleservices wants to learn how others are handling advocate escalations and will share some best practices on how HKT utilizes technology to ask, track and improve the escalation process.

WHEN (Event Schedule)
Wednesday, August 2, 2017
2:00 p.m. - 3:30 p.m.    Board Initiated Discussions
3:30 p.m. - 5:00 p.m.    Participant Initiated Discussions
5:00 p.m. - 6:00 p.m.    Networking Happy Hour (hors d'oeuvers and drinks will be

Seventh Son Brewing Company
1101 N. 4th Street
Columbus, OH 43201

COST (Includes Hors D'oeuvres, Drinks, Networking & Best Practices)
SOCAP Brand Members: FREE, but must register to attend
SOCAP Business Partners and Non-Members: $20.00

SOCAP CHAPTER EVENT REGISTRATION CANCELLATION POLICY: Refunds for cancellations must be made in writing (via email to 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.