SOCAP International


This workshop will zero in on internal operational functions and explore monitoring and performance metrics that remain pertinent in today’s contact center.

(Agenda subject to change)

Tuesday, September 12

6:00pm - 7:00pm  Welcome Networking Reception                                                                       
Granite City Food & Brewery (For Registered Workshop Attendees Only)

Wednesday, September 13

7:30am - 8:30am  Registration
7:30am - 8:30am  Continental Breakfast 
8:30am - 8:45am  Welcome & Introductions 
Marjorie Bynum, CAE, SOCAP International
8:45am - 9:30am  How Does Your Company Measure Up? – Benchmarking Survey Results Revealed! 

Presenters: E&J Gallo Winery; CX Solutions

Did you know that nearly 80% of SOCAP members surveyed don’t currently match quality monitoring scores against CSAT scores? Is this an opportunity for your company to leverage data to improve quality?

Join this session to learn more about what other companies are doing as it relates to call and quality monitoring. Leveraging the feedback from a benchmarking survey and attendee input, this session will lay the foundation for the one-day workshop.

Survey results will reveal important and helpful findings such as:

  • What companies are currently monitoring;
  • Which channels are being monitored for quality and how they differ;
  • Best practice standards for frequency, quantity and metrics.

Is your company using SOCAP’s Customer Engagement Framework Tool as a guideline for improved quality?  Participants will explore where their companies currently stand as it relates to present-day quality processes and methodologies, equipping them to forecast for future improvement and performance.   


9:30am - 9:45am  Networking Break 
9:45am - 11:15am  A Cross Channel Approach to Monitoring 
Presenters: Travelzoo; Nestlé; C3i Solutions

Discover innovative approaches to monitoring and learn how to effectively narrow your focus to improve processes and offer best-in-class engagement. In this session, participants will be led through interactive roundtable discussions to explore:

  • How tone, confidence and personalization translate to each channel
  • How tools such as CSAT, CRM reports and quality audit findings can be used as effective methodologies for picking cross channel contacts for monitoring
  • Effective uses for social media and best practices for reviewing agent and consumer engagement    


11:15am - 11:30am  Networking Break
11:30am - 12:30pm  Performance Metrics That Work! 
Panelists: DTE Energy; L'Oreal; General Motors; KellyConnect; Astute Solutions

Learn more about industry best practices as it relates to internal measures for call and quality monitoring of call center agents.

Our panelists will arm you with tangible templates and tools to improve your process including:

  • Performance metric forms
  • Demos of the latest monitoring tools available
  • Proven tactics and scoring that measure the right things

Explore how performance metrics are evolving due to internal and external factors such as social media and omni-channel communications. Walk away with new and practical ideas for implementing an effective performance management plan.  

12:30pm - 1:30pm  Lunch, Networking & Luncheon Presentation

Aligning Quality with the Customer Experience
Presenter: COPC

Grab your lunch and join us for a discussion on the keys to aligning quality with CX. Learn more about:

  • Form design
  • Metrics
  • Evaluating from the customer perspective
  • Identifying and drilling down to specific root cause
  • Capturing business intelligence

1:30pm - 3:15pm  Are Your Coaching Methods on Target?
Presenters: Triad Services; E&J Gallo Winery

During this session, participants will:

  • Learn how to build an effective quality assurance program
  • Discover strategies for improving agent coaching sessions  
  • Practice coaching methods through a role-playing exercise using common contact center scenarios.

After this session, attendees will walk away with the tools they need to successfully manage call centers and coach employees for continuous contact center performance improvement.

3:15pm - 3:30pm  Closing Remarks & Workshop Ideas for 2018
Marjorie Bynum, CAE, SOCAP International 


SOCAP's 2017 Quality Monitoring Workshop Cancellation Policy
Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $100 per registration will be charged on refunds received on or before August 25, 2017. No cancellations or refunds after August 25, 2017. Substitutions will be gladly accepted at no charge until August 25, 2017. A $100 fee per registration will be charged on any substitutions made after August 25, 2017. Registration transfers to future meetings will not be accepted.

Photography Notice
Be aware that by participating in SOCAP’s Quality Monitoring Workshop, 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.

September 13, 2017
Renaissance Conference Center
Detroit, MI


Quick Links


Astute Solutions
C3i Solutions
E&J Gallo Winery