SOCAP International

Workshop Tracks

The 2015 Symposium will introduce new workshop tracks designed to further your professional development and learning as well as provide you with additional competences that will immediately apply to your work. The workshop tracks are organized around four key areas for customer care: People, Process, Technology and Strategy.

People_word

 


Sessions Include:

  • How to Change Your Management and Coaching Styles to Deliver High Satisfaction Scores from Customers and Employees
    Monday, April 13 | 10:30am - 11:45am
    In this session, Josée Bourdages will help the participants understand the importance of having a change management process to support any major activity implementation in their operations. She will share her work structure and go through the approach Fido took to change all of their management style / operating model and over achieve on their goals. She will also lead the attendees in a practical exercise to help define a change management approach in case of an expected project they would anticipate. This workshop will be a mix of experience sharing and practice on a tangible approach.

  • Play Your Way to Learning New Training Trends (Gamification, Story-based Learning, Micro-Learning and eLearning)
    Monday, April 13 | 1:45pm - 3:00pm
    Take real challenges from Kellogg's, Levi's and Tyson Foods, and add four new ways to deliver brief, powerful training. This interactive workshop makes attendees the instructional designers and contestants in a crazy game show. Participants will compete to create the most impactful training activity while learning to apply Micro-learning, Gamification, Story-Based Learning and eLearning principles and tools.

  • Using Data to Fine-Tune Contact Center Training, Development and Retention
    Monday, April 13 | 3:30pm - 4:45pm
    Using Williams-Sonoma’s successful employment of StellaService’s “Stellar Interactions” incentive program as an example, this session will explain what metrics are worthy of their attention, while offering suggestions on how to use these performance indicators as a rubric to optimize training, development and retention within the contact center.

  • The Engagement Effect: Rethinking On-Boarding and Training to Develop a Culture of Confidence
    Tuesday, April 14 | 10:30am - 11:45am
    Presented by 24-7 Intouch and nabi, this session will take a fresh perspective on introducing new employees into your company, and helping achieve success however it’s defined. Attendees will discover how to create passion and confidence through support, but most importantly surround employees within a culture that provides a platform to perform and succeed.

  • How to Assess Customer Service Agents' Writing Skills Before (and After) You Hire Them
    Tuesday, April 14 | 1:45pm - 3:00pm
    In this session, discover how to assess applicants´ writing skills before you hire them, or when promoting in-house agents to written customer service channels. Presented by e-Write and WGBH Public Broadcasting, this session will address how to review resumes and cover letters as well as how to interview and test applicants for essential writing skills. Attendees will learn how to distinguish between problems with mechanics of writing and problems with organization and tone, how to evaluate both kinds of writing skills, and how to improve their skills when necessary.

Process_word




Sessions Include:

  • Leveraging Internal Partnerships for Knowledge Management Collaborations
    Monday, April 13 | 10:30am - 11:45am
    In this session, the Dr. Pepper Snapple Group will help attendees gain a greater understanding of the power of forming and leveraging cross-functional teams such as R&D, Regulatory, Legal, and Marketing. This overall knowledge will shed clearer light on consumer inquiries and interest through the lenses of providing consumers with single source, accurate product documentation as well as creating avenues for unrestricted data flow throughout the organization.

  • Delivering a Quality Initiative – New Ways to Use Your Existing Tools
    Monday, April 13 | 1:45pm - 3:00pm
    During this session, SPS and the Independence Blue Cross will present concepts in continuous improvement and new quality initiatives that can be implemented using a little ingenuity and existing call recording technology. Attendees will leave with actionable ideas and techniques that can be put to work immediately to drive the results expected within their organization.

  • Voice of the Customer (VOC): How to Use It to Its Full Potential
    Monday, April 13 | 3:30pm - 4:45pm
    Join Lori Hawkins of Nestle Nutrition, to discuss the importance of capturing the voice of the customer - their whole voice, and nothing but their voice! By recording and processing what consumers are truly telling us, we can provide great customer service and sustainable business growth. This session will cover tips and insights for maximizing the value of the gift of VOC.

  • The Contact Center of the Future, Part 2
    Tuesday, April 14 | 10:30am - 11:45am
    What if the contact center isn't waiting for the call? What if the contact center initiates the service activity? Join representatives from Guthy-Renker and E. & J. Gallo Winery as they share who is leading the way in service synchronicity. Attendees will take away strategies to evolve their contact center into a proactive outreach channel, and new ideas to impact brand loyalty through proactive services.

Technology_word

 

Sessions Include:

  • Marketing, Insights and Service in a Social World
    Monday, April 13 | 10:30am - 11:45am
    Leveraging Astute Social, E. & J. Gallo Winery has implemented an enterprise-wide approach to social listening, engagement and publishing.  In this session, attendees will receive an outline of the core elements of a successful, integrated social media program.  Marie Shubin, Gallo’s Director of Global Consumer Relations, will outline the company’s efforts to unify social media management across functions in one tool, and share their journey to a unified approach to social media and practical lessons learned along the way.

  • Maximizing Engagement: A Proactive Approach to Social Media
    Monday, April 13 | 1:45pm - 3:00pm
    In this session, Digital Roots and The University of Michigan will discuss the value of a proactive approach to social media engagement, and illustrate how top brands, like McDonalds, Southwest Airlines and Ford Motor Company, can use innovative data science tools and techniques to better connect with customers and prospects.

  • How Brands Use NLP, Text and Sentiment Analytics, to Drive Business Value and Transformation

    Monday, April 13 | 3:30pm - 4:45pm
    In this session, presented by The Clorox Company, Jarden Consumer Solutions and Clarabridge, attendees will hear how these brands are using the power of Natural Language Processing (NLP) to increase the impact of Consumer Affairs departments across the company.

  • Using Customer Service Data to Fine-Tune Contact Center Operations
    Tuesday, April 14 | 10:30am - 12:00pm
    This workshop will show attendees which metrics are worthy of their attention while offering suggestions on how to use these performance indicators as a rubric to optimize training, development and retention within the contact center. Join Williams Sonoma and StellaServices onstage to role-play the parts of customer and customer care professional, using real transcripts from StellaServices analyst research to explain the issues that arise within the contact center.

  • Are We Omni Ready?
    Tuesday, April 14 | 1:45pm - 3:00pm
    This session will examine the channels today’s consumers use (sometimes because they want to and sometimes because they are forced to) and what the potential drawbacks of each of those channels might be.  Join representatives from Levi Strauss and Unilever on a walk through the customer experience journey and the processes they’ve used to fine tune and improve the customer experience.

Strategy_word




Sessions Include:

  • How YesVideo has used Customer Experience 3.0 to be Proactive, Preventive and Engaging
    Monday, April 13 | 10:30am - 11:45am
    This session will demonstrate how YesVideo has successfully served 8 million consumers through a myriad of retailers like Wal-Mart and CVS by creating a process that anticipates most situations and dramatically reduces the potential for problems at the retail front line, leading to happier consumers and store employees. Being proactive and preventive has dramatically reduced cost while enhancing customer satisfaction and retention to record levels.

  • Culture Shock: How Focusing Inside Will Build Your Brand Outside - Connecting Employee Engagement with Customer Loyalty and Profit
    Monday, April 13 | 1:45pm - 3:00pm
    In this session, Paul Spiegelman and Cheryl Schuiteman will discuss how focusing inside your company will build your brand on the outside.  Attendees will leave this workshop with the ability to identify gaps in their company culture programs and develop sustainable initiatives, use culture as a competitive branding tool, as well as develop a culture program that withstands company challenges.  This interactive session, including a CultureIQ quiz, will leave attendees with realistic and actionable solutions to improve their company culture.

  • Consumer Engagement Behavior Past, Present and Future
    Tuesday, April 14 | 10:30am - 11:45am
    This session will draw on years of research, experience and knowledge of emerging trends to provide insight into current and future customer engagement expectations and behavior. Presenters from L’Oreal and CX Act will discuss recently released research on customer expectations for omnichannel customer care, insights from the SOCAP Customer Engagement Framework and practical experience.

  • Chat as a Sales and Service Channel: Is It Right for You?
    Tuesday, April 14 | 1:45pm - 3:00pm
    Gain an in-depth perspective of chat with a clear understanding of the benefits and differences in using Live Chat, Proactive Chat and Click-To-Chat methods for your business in both a service and sales environment.  Learn hands-on fundamentals of an internal and/or 3rd party chat program launch that you can take back to your organization.  This session will feature speakers from Travel Zoo and Knoah Services.

Each of these tracks will be led by experts in the subject matter, and provide ample interaction and discussion.




SOCAP 2015 Symposium 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 per registration will be charged on refunds received on or before March 20, 2015. No cancellations or refunds after March 20, 2015. Substitutions will be gladly accepted at no charge until March 20, 2015. A $175 fee per registration will be charged on any substitutions made after March 20, 2015. Registration transfers to future meetings will not be accepted.


Icons made by Freepik from www.flaticon.com is licensed by CC BY 3.0