SOCAP International

Agenda

(subject to change)

Tuesday, June 16

7:30am - 5:00pm           Registration
7:30am - 8:30am Continental Breakfast
8:30am - 8:45am Welcome & Introductions
Marjorie Bynum, CAE, SOCAP International 
8:45am - 9:45am  Contact Center of the Future - What reporting is needed/expected from future initiatives
Presenter: Marie Shubin, E&J Gallo Winery
9:45am - 10:45am

Subject Code Hierarchy – Building a relevant hierarchy and leveraging in strong reporting
Presenters: Elizabeth Tanis, Tyson Foods
In this session attendees will learn how Tyson Foods evolved their contact reason hierarchy to better address their reporting needs and see how they use the new hierarchy in their actual reports.

10:45am - 11:00am Break
11:00am - 12:00pm  New Product and Changed Product Reports
Panel Presenters: Becky Potvin, White WaveFoods
This session will present WhiteWave’s examples of reports used to communicate new and changed product feedback, and how WhiteWave is including consumer feedback on other internal stakeholder trackers. 
12:00pm - 1:00pm Networking Lunch 
1:00pm - 1:30pm Benchmark Survey Results: How social media is impacting phone and email volume
Presenter: Jackie Stoysich-Huerta, ConAgra Foods 
2015 DRW registered companies will participate in a brief, pre-workshop benchmarking survey on contact volume trends among our customer care peers.  The survey will measure social media impacts on call and email volume and benchmark current practices.
1:30pm - 2:45pm Reporting Roundtable: Round 1
Facilitator: Sharon Rickabaugh - Continental Mills
Roundtable Moderator: Denise Venneri - Nestlé
Join us for this fast paced round table reporting brainstorming in a speed dating format!  Find a seat at a table and start sharing ideas based on the topic provided. You will be rotating around the room sharing best practices and reporting ideas with others. Bring a stack of business cards and your energy to this exciting session!

2:45pm - 3:45pm 

How Companies are Engaging Internal Stakeholders to Share Consumer Voice
Panel Presenters: Leslie Summers, General Mills; Elizabeth Tanis, Tyson Foods
You’ve got the report, but are people reading them and using the insights?  Putting your consumers first includes engaging your stakeholders.  General Mills and Tyson Foods will discuss their strategy of sharing and activating the voice of the consumer with their internal stakeholders.

3:45pm - 4:45pm Day 1 Recap 
4:45pm-5:00pm  Break 
5:00pm - 6:00pm  Networking Reception
                                           

Wednesday, June 17

7:30am - 8:30am          Continental Breakfast
8:30am - 9:30am Executive Reporting – One-Page Reports 

Panel Presenters: Sharon Bucher, J.M. Smucker; Maura Ehlebracht, Dean Foods; Michelle Mitchell, IHG; Sharon Rickabaugh, Continental Mills
Join these Consumer Relations professionals as they showcase one-page reports sure to grab the attention of Senior Management.  Their top level Executive Reports will highlight consumer insights needed to drive business decisions by providing marketplace viewpoint.

9:30am - 9:45am Break 
9:45am - 11:00am

Tips and Tricks – How to advance your reporting skills through Excel
Presenters: Marie Shubin, E&J Gallo Winery; James Bailey, Telerx/WhiteWave Foods 
First E.J.Gallo will share tips on streamlining data pulls, frequency, and how to leverage social in reporting.  Then pick up tips from Telerx/WhiteWave on how to make report creation more automated and dynamic through macros, slicers, formulas, and pivot tables.

11:00am - 12:00pm Reporting Roundtable: Round 2
Facilitator: Sharon Rickabaugh - Continental Mills
Roundtable Moderator: Denise Venneri - Nestlé
Join us for this fast paced round table reporting brainstorming in a speed dating format! Find a seat at a table and start sharing ideas based on the topic provided. You will be rotating around the room sharing best practices and reporting ideas with others. Bring a stack of business cards and your energy to this exciting session!
12:00pm - 1:00pm Lunch 
1:00pm - 1:30pm Closing Remarks and Group Input for Future Workshops
Marjorie Bynum, CAE, SOCAP International

SOCAP 2015 Data Reporting Workshop Cancellation Policy: A $100 processing fee per registration will be charged on substitutions or cancellations received on or after May 29, 2015. No refunds after May 29, 2015.

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OCAP 2015 Data Reporting Workshop Cancellation Policy: A $100 processing fee per registration will be charged on substitutions or cancellations received on or after May 29, 2015.