SOCAP International

Agenda

SOCAP 2018 Professional Development Forum

Tracks

  • Track I: Entry Level (5 years or less)
  • Track II: Mid-Level (5-10 years)
  • Track III: Senior-Level (10+ years)
  • Track IV: Executive Leadership - See separate agenda here.

(Agenda subject to change)

Sunday, April 22

12:00pm - 6:00pm Registration 
1:00pm - 4:00pm  Chapter Leadership Forum 
4:30pm - 6:00pm  First-Timer/New Member Welcome 
6:00pm - 7:00pm  Welcome Reception

Monday, April 23

7:30am - 5:00pm  Registration 
7:30am - 8:30am  Breakfast 
8:45am - 10:00am 

Opening General Session - Keynote Speaker: Jeanne Bliss

Leadership to Grow a Business that #MakesMomProud 

In this keynote, Jeanne Bliss shares how leaders develop their skills to build an organization that grows from honoring employees and customers. Tapping into her years as a Chief Customer Officer and guide to CX leaders, her keynote will deliver content from both her new book “Would You Do that To Your Mother” and Chief Customer Officer 2.0 to provide audiences with:

  • The 4 areas of experience common to beloved and prosperous companies
  • Competencies that leaders must develop to lead to outcomes that earn the right to business growth
  • Tactical steps to take immediately and an assessment to determine where your company is today
  • An opportunity to join the movement to #MakeMomProud
10:00am - 6:00pm  Exhibit Hall Opens 
10:00am - 10:45am  Networking Break in Exhibit Hall
10:45am - 12:00pm 

Professional Workshops by Track

  • Track I - A Practical Guide to Understanding How Your Personal Value Can Help You Build a Successful Career in Consumer Relations
  • Track II - Expanding Horizons: Workforce Management in Multichannel Environment
  • Track III - Moving Your Voice of the Customer to the Next Level
12:00pm - 1:30pm  Networking Lunch
12:30pm - 1:30pm  Dessert and Networking in Exhibit Hall 
1:30pm - 2:45pm 

Professional Workshops by Track

  • Track I - Writing that Resonates
  • Track II - Contact Center Coaching: You Talk the Talk Now Master Walking the Walk
  • Track III - Design Thinking to Drive Organizational Change
2:45pm - 3:30pm  Networking Break in Exhibit Hall
3:30pm - 4:45pm  Afternoon General Session - Roundtable 3.0

The next evolution in peer-to-peer learning and sharing, where content is designed for you and by you. Roundtable 3.0 allows you to discuss the most pressing issues, solutions and questions that are on your mind. Best of all, you have the opportunity to have open, unscripted conversations with your professional peers in the audience.

With an incredible concentration of business experience, creativity and expertise assembled in one room, you can be sure the outcome will be an exceptional networking experience full of shared learnings for all!

5:00pm - 6:00pm  Exhibitor Reception 

Tuesday, April 24

7:30am - 6:30pm  Registration 
7:30am - 8:30am  Breakfast 
8:45am - 10:00am  Morning General Session - Keynote Speaker: S. Max Brown

Leadership Vertigo: Why Even the Best Leaders Go Off Course and How They Can Get Back on Track

Leaders have a profound impact on the way people work. If they understand how to use positive emotions, ask questions instead of issuing answers, demonstrate genuine concern for the employee’s wellbeing, and appreciate them as human beings, they can dramatically improve the work environment and business results.

Why does this matter?

The majority of workers want to engage and do great work provided the opportunity. The challenge is that those in leadership positions often alienate people instead of inspiring them. While it often isn’t intentional, too many in leadership positions don’t understand how to bring out the best in others.

In fact, many don’t even know that they don’t know how to bring out the best in others.  The truth is that, at times, we will all falsely believe that we are doing a great job when we’re actually going off course. This is Leadership Vertigo.

This presentation is all about learning how we can improve our workplaces -- specifically, how we can lead more effectively for sustainable results.
10:00am - 10:45am  Networking Break in Exhibit Hall 
10:45am - 12:00pm 

Professional Workshops by Track

  • Track I - Say This. Not That, Most of the Time
  • Track II - 7 Insights to Help Your Business Work Past the "Millennial Myth"
  • Track III - Adding Six Figures or More to Your Consumer Affairs Budget
12:00pm - 1:30pm  Networking Lunch 
12:30pm - 1:30pm  Dessert and Networking in Exhibit Hall 
1:30pm - 2:45pm 

Professional Workshops by Track

  • Track I - Understanding Where Data Comes From and What To Do With It
  • Track II - Not If But When: Successful Crisis Management
  • Track III - The Power of Moments: Leading Extraordinary Impact with Experiences
2:45pm - 3:30pm  Break 
3:30pm - 5:00pm 

Professional Workshops by Track

  • Track I - Do Better Work
  • ​Track II - Retaining Key Employees: Creating a Self-Motivating Work Environment
  • Track III - Innovative Thinking, Cracking The Creativity Code!
5:30pm - 7:00pm  Closing Reception 

Wednesday, April 25

8:00am - 4:30pm 

Six Sigma White Belt Training Workshop (separate registration required)

Do you want to bring more value to your organization? Do you want to build your skill sets that you’ll be able to use for the rest of your career? Do you want to learn a world-renown process improvement methodology that can improve your business processes - saving you time and money?

If you answered yes to any of the questions, then this workshop is for you. During this Six Sigma White Belt Training Workshop you will learn the principles of Six Sigma and receive hands-on experience from Alta Resources’ Mark Strassburg and Amy Bouthilet.

A Juran Global Certified Black Belt, Mark Strassburg is a Director of Quality at Alta with eighteen years of contact center experience. He has had oversight for 75+ Green Belt Projects focused on process improvement and efficiency gains in the modern contact center.

Amy Bouthilet is Program Director with nearly 20 years of organizational development and training experience, with an emphasis on leadership and employee development. She’s participated in various Six Sigma projects throughout the organization ranging from reducing turnover to increasing sales.

The last time we presented Six Sigma White Belt Training Workshops (in 2013 & 2014) they were the HIGHEST rated program at the Annual Conference, so be sure to register early as space is limited.

Key Takeaways:

  • Through practical, hands-on simulations, attendees will learn the Six Sigma DMAIC process-improvement methodology (Define, Measure, Analyze, Improve, Control) and how their organization can benefit from it.
  • Attendees will learn how to apply the Six Sigma methodology to help maximize efficiencies, reduce process variations, prevent deficiencies, eliminate waste and reduce costs.
  • Attendees will learn functional, pragmatic approaches to help ensure their organizations realize cost and time savings from process improvements.
  • Attendees will receive a Six Sigma guide to assist with the application of learnings, and to serve as a handy reference.
  • Each attendee will receive a White Belt Certification.
  • Attendees will be provided with a great opportunity to network and build relationships with their SOCAP peers.
  • And last, but not least, at the end of this Workshop, attendees will have earned an official White Belt in Six Sigma!
9:00am - 2:00pm  Complaint Management Workshop (separate registration required)

Regardless of your industry, the management of consumer complaints remains one of the most important functions of the customer care department. You and your team are the single most connected link between the consumer and your brand. As such, you must maintain a careful balance between resolving customer concerns, accurately identifying and documenting critical issues and trends while simultaneously complying with regulatory guidelines and mitigating risk for your organization.  

If your team supports consumer products or services regulated by the FDA, USDA, CFPB or some other agency, then don’t miss this post-conference workshop. Explore and understand the strategies, tactics and tools that can keeps you in compliance and also allows you to effectively serve the needs of your customers.
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SOCAP's 2018 Professional Development Forum Cancellation Policy: Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 2, 2018. No cancellations or refunds after April 2, 2018. Substitutions will be gladly accepted at no charge until April 2, 2018. A $175 fee will be charged on any substitutions made after April 2, 2018. Registration transfers to future meetings will not be accepted. Social finale registration transfers will not be accepted.

Photography Notice: Be aware that by participating in SOCAP’s Professional Development Forum, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.
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Registration Hours

  • Sunday, April 22
    12:00pm - 6:00pm
  • Monday, April 23
    7:30am - 5:00pm
  • Tuesday, April 24
    7:30am - 6:30pm

Exhibit Hall Hours

  • Monday, April 23
    10:00am - 6:00pm
  • Tuesday, April 24
    10:00am - 1:30pm