SOCAP International

Online Learning


Upcoming Online Learning Opportunities

Online Course - Voice of Customer Reporting: Strategies for your Customers to be Heard through the Organization

April 10 - 12 , 2018
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April 10 & 12, 2018 (2-3pm ET)

VOC ReportingDescription:
Are you creating reports that don’t have the impact they could to bring the customers' voice throughout the organization? Are you trying to help other areas in the business understand the opportunities that customers share with your customer service group? At times, the message could be lost with the messenger in the type, frequency, and format of the reports. Customer Service data and insights can be pivotal to the business when provided in a way that is actionable and easily interpreted. Join SOCAP for this two-part series that will elevate your Voice of Customer reporting.

In this course you will learn:

  • Best ways to use aggregate data and anecdotal examples in your reporting for impact
  • Learn how to bridge the gap with other departments for more complete reporting
  • Understand how to build out a report that executives and leadership will read
  • Learn how to use storytelling in your reporting
  • 10 common pitfalls of VOC reporting that causes the reader to lose interest

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Registration Rates:

Speaker: Salena Scardina, Senior Vice President of Customer Experience, Sweetwater Sound

Scardina_SalenaSalena Scardina has spent her career focused on service to customers through innovative and differentiated experience. She is the Senior Vice President of Customer Experience at Sweetwater Sound, the nation’s largest online retailer of music and pro audio equipment. Prior to Sweetwater, Salena held multiple positions at McDonald’s Corporation over her 15 years, including her last role as Director of U.S. Customer Experience & Insights. She also held similar roles at the handbag company, Vera Bradley. Salena earned her undergraduate from Monmouth College and holds a MBA degree from Benedictine University. She serves on SOCAP’s national board as well as local boards of the Greater Fort Wayne YMCA and Northeast Indiana Public Radio.


Online Learning 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 first live session. Registration transfers to future online learning will not be accepted.


On-Demand Online Learning Opportunities

Click Here for Online Courses to Take at Your Own Pace Including:

  • Core Contact Center Management for Customer Care Professionals
  • SOCAP and WOMMA's Social Customer Care Certificate Program
  • Live Chat with Customers: How to Do it Right
  • Tools for Basic Reporting
  • Creating and Executing Customer Experience Strategies for Any Business
  • Training Now! Best Practices for Updating Your Training for Faster Learning
  • Elements of Effective Customer Engagement
  • How to Write to Customers in Your Company's Brand Voice
  • How to Manage Voice of the Customer, Quality and Team/Agent Performance
  • Forecasting, Staffing and Scheduling
  • Small Win Coaching - How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
For webinar recordings and more resources in the SOCAP Learning Portal, click here.