SOCAP International

Call for Workshop Proposals

Through December 6SOCAP International invites you to share your knowledge, insights and/or expertise at our newly branded 2018 Professional Development Forum (formerly the Symposium), April 22-25, in Baltimore MD. Our Professional Development Forum will offer deep-dive workshops on a range of relevant topics designed to increase and advance the professional knowledge for customer care leaders at all levels.

SOCAP’s Education Committee is now accepting workshop proposals through Wednesday, December 6, 2017 for the Professional Development Forum.


Customer care professionals serve in many different roles inside the contact center and beyond. From managing internal and external teams to working with different business units or departments to managing a product recall, handling a department restructure or developing an effective RFP, the work of customer care professionals is both multi-faceted and complex.

SOCAP’s Professional Development Forum has been designed to help customer care professionals address these various roles and workplace realities. Through  a series of targeted and interactive workshops, the Forum is focused on enhancing the skill sets of customer care professionals at different levels. The Forum is structured to provide interactive learning experiences that will immerse attendees in specialized content with a focus on continuous improvement.

Workshop Tracks:

SOCAP is seeking workshop proposals that address one of these track levels based on years of experience in customer care:

  • Track I: Entry Level (5 years or less)
  • Track II: Mid-Level (5-10 years)
  • Track III: Senior-Level (10+ years)

Required Learning Formats:

Each professional development workshop will be a deep dive 75-minute session. Select one of the following formats for your submission:

  • Option 1 - Thought Leader Panel: Experts and practitioners (must include brand panelists) offer similar and opposing views on relevant topics in training. Includes meaningful Q&A time.
  • Option 2 -  Workshop Style Presentation: One lead presenter who offers intensive discussion and training on a targeted topic, equipping attendees with practical tools and knowledge. A co-presenter may be included in this presentation style. If including multiple presenters, at least one of the presenters must represent a brand company.

Other Criteria: Regardless of the session format, presenters are strongly encouraged to utilize Case Studies as part of their presentations to share real-world examples of strategies that work. Submissions should also:

  • Address the focus of Continuous Improvement
  • Include Actionable Takeaways
  • Offer an Interactive Element

Suggested Workshop Topics:

All proposals must address topics from a customer care perspective. You may submit:

  • A proposal on one or more of these suggested topics below OR
  • Submit a proposal on a different topic related to professional development

Suggested Workshop Topics (Based on Attendee Feedback):

  • Reporting & Data Analysis/Dashboards
  • Quality Monitoring
  • Voice of Customer
  • Crisis Management
  • Measuring Team/Agent Performance
  • Forecasting, Scheduling and Staffing
  • Budgeting
  • Managing the Brand/Business Partner Relationship
  • ABC's of the RFP Process - Brand Learnings on the RFP Process
  • Reinventing the RFP Process
  • Assessing Needs of Brand Clients & Internal Stakeholders
  • Voice of the Employee
  • Managing Millennials
  • Managing Remote or At-Home Agents
  • Managing Global Teams
  • Coaching & Training Tips for High-Performing Teams
  • Measuring the Effectiveness of Training
  • HR Procedures on Workplace Harrassment
  • Managing Business Integration (e.g., mergers, restructuring)
  • Project Management
  • Creating Effective Reports for Senior Management
  • Presentation Tips
  • Email Writing
  • Creating Effective Scripts for Chat
  • Managing Brand Reputation on Social Media
  • Managing Effective Cross-Department Relationships
  • Leadership Development

Do You Have Another Topic?

  • Have a related or new professional topic you would like to submit for presentation? We welcome your ideas and your workshop submission!

Plan Your Submission:

We suggest that you first collect your thoughts for your proposal before submitting the online form. Click here to download a Word version of the workshop proposal form.

  • Your title should capture, in 10 words or less, who your workshop is for and the topic that will be covered.
  • Your description should, in 300 words or less, build on your title, focus on take-aways and be as persuasive and concise as possible.
  • VERY IMPORTANT - Please review the Selection Criteria section of this CFP to ensure that you’re adhering to important submission guidelines

Selection Criteria:

Proposals will be evaluated by SOCAP’s Education Committee on a 5-point system and reviewed based on the following criteria:

  • Does the session support overall focus of SOCAP's Professional Development Forum? 
  • Does the session include at least one speaker from a brand company?
  • Is the session well organized and offer a relevant professional topic?
  • Does this session include content that aligns with the session title and description?
  • Does the session have actionable takeaways that attendees can immediately apply at their places of work?
  • Does the session include a focus on continuous improvement with the topic?
  • Has the lead speaker selected a target audience and clearly outlined how the content will meet the needs of that particular target audience?: 
    • Track I: Entry Level (5 years or less)
    • Track II: Mid-Level (5-10 years)
    • Track III: Senior-Level (10+ years)
  • Does this session present new and innovative ideas?
  • Does this session include a case study and share best practices?
  • Does the session content include an interactive element for attendees? This could be a group exercise (e.g., role play or game) to actively engage attendees in the learning experience.

*Note: SOCAP Members will receive priority consideration. 

Not a current SOCAP Member? Click here to join now!

Speaker Benefits:

  • Discounted registration rate: $995 (over $500 savings!)

  • Visibility among hundreds of customer care professionals in the SOCAP Community

  • Priority consideration in submitting an article in the upcoming issue of SOCAP’s CRM Magazine

  • Priority consideration in presenting a SOCAP webinar


Notification and Deadlines:

All proposals must be submitted using this online form by December 6, 2017. Each workshop proposal will be reviewed by a team of volunteers comprised of members of SOCAP’s Education Committee.

Click here to submit your workshop proposal for consideration.