SOCAP International

Call for Session Proposals




SOCAP International invites you to share your knowledge, insights or expertise at our 2017 Symposium, April 23-26, Chicago, IL. SOCAP's Education and Member Services Committees are now accepting session proposals for the 2017 Symposium which will focus on the core skill competencies and skill needs for the customer care professional.
Call for Session Proposals


Overview:

Customer care professionals have many responsibilities both within the contact center as well as outside of this area. Most perform a myriad of important functions—from managing multiple work teams (both internal and external), working with different business units or departments, implementing different organizational processes, managing budgets, developing RFPs and work plans, working with vendor partners, making presentations, engaging with senior management and much more. 

Given the various job roles and workplace realities facing today’s customer care professional, SOCAP’s 2017 Symposium has been designed to provide relevant, targeted workshops focused on enhancing the skill sets of customer care professionals. The Symposium will be structured to provide interactive learning experiences that will immerse attendees in specialized content and provide them with opportunities to address other important skill areas.  
 


Target Audiences:

The Symposium attracts hundreds of customer care professionals from brands and business partner operations across all industries, including Consumer Packaged Goods, Travel & Hospitality, Healthcare, Retail, Automotive and more. SOCAP aims to provide balanced conference content primarily for these target audiences: managers, directors and vice presidents in customer care.

Based on data from SOCAP’s 2016 Symposium, the following graphics offer important attendee demographics:

Target Audiences

Workshop Tracks & Topics:

SOCAP is seeking session proposals that address one or more of the following tracks.  Suggested topics are listed under each track heading. You may submit a proposal on one or more of these suggested topics OR submit a proposal on a different topic related to a workshop track. All proposals must address topics from a customer care perspective.

Track I: Core Competencies in Customer Care

  • Reporting Insights
  • Quality Monitoring
  • Customer Satisfaction/Voice of Customer
  • Complaint Handling
  • Measurement
  • Crisis Management/Recalls

Track II: Managing Contact Center Operations and Procedures

  • Developing Effective Work Plans or SOPs
  • Effective Project Management
  • Building the Best Business Case for Work Approvals
  • Managing the RFP process (Vendor Management)

Track III: Building Effective Teams in the Contact Center and Beyond

  • Managing Teams
    • Hiring and Recruiting Team Members
    • Conducting Performance Appraisals/Writing Job Descriptions
    • Breaking Down Workplace Silos
    • Coaching, Training and/or Retention of Team Members
    • Managing Internal Teams
    • Managing External Teams (e.g., Vendor Partners, At-Home/Remote Agents, Global Teams, etc.)
    • Managing Multi-Generational Teams (e.g., Millennials, Baby Boomers, etc.)
  • Dealing with a Merger or Reorg - how to adapt cultures, values and teams with a consistent vision.

Track IV: Owning Your Professional Development

  • Communications
    • Developing Clear, Concise Emails and Other Business Communications
    • Holding Crucial Conversations (w/other depts., your boss, staff, etc.)
    • Effective Presentations & Storytelling
    • Create Compelling Reports
    • Conducting Performance Appraisals/Writing Job Descriptions
  • Leadership
    • Personal Branding
    • Building Your Network
    • Effective Mentoring
    • Dealing with Change within Your Company or Organization

Track V: Technology Tools and Trends

  • Chat (includes all types)
  • Analytics and Artificial Intelligence
  • Video Tools
  • Reporting Tools

Do You Have Another Topic?

Do you have another topic related to the session tracks listed above that isn’t included in our current list of topics? Please let us know on your submission form. We welcome your ideas!

Required Learning Formats:

You will need to select one of the following formats upon 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.

Regardless of the session format, we strongly encourage presenters to utilize Case Studies as part of their presentations to share real-world examples or accounts of strategies that work. Speakers should also utilize unique and engaging ideas or tools to strengthen their presentations and encourage active listening and involvement from the audience.


Workshop Levels:

In your proposal, please be clear on the target audience and function level for your session. Consider the following: Who is the intended audience for this session (e.g. Manager level or Director Level,)? How experienced should they be? Who will get the most out of it? How will this session meet the needs of the audience you've identified?

For your reference, here is a brief description of each education level and the coinciding job function levels – 

  • Foundational (Entry/Manager): Focus on awareness and factual recall; appropriate for those with limited experience of the subject area seeking foundational understanding of the content areas.
  • Applied (Sr. Manager/Director/Sr. Director): Focus on understanding and comprehension; appropriate for those with experience seeking to build on, apply, or enhance existing knowledge using content in practical applications to master concepts.
  • Strategic (VP/President/Executive): Focus on application and implementation of highly technical or detailed topics; appropriate for those with substantial knowledge seeking the most up-to-date information to heighten expertise.

Workshop Length (30 or 60-minutes)

To support the varying learning styles and professional needs of attendees, the Symposium will include workshops offered in 30 and 60-minute intervals:

  • 30-minute sessions should be catered to the entry to mid-level customer care professional seeking short, practical bursts of learning or “How To’s” on a specific topic.
  • 60-minute sessions should offer more in- depth content for the senior- level professional looking to enhance or increase existing skills and knowledge while gaining practical tools.

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 session proposal form.

  • Your title should capture, in 10 words or less, who your session is for and the topic that will be covered.
  • Your description should, in 200 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 submittal 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 include at least one speaker from a brand company?
  • Is the session well organized and offer a relevant industry topic?
  • Does this session include content that accurately supports or aligns with the session title and description?
  • Does the session have actionable take-aways that attendees can immediately apply at their places of work?
  • Has the content leader identified the intended target audience and included content to accurately meet the needs of that audience?
  • Have the session presenters received positive ratings in the past?
  • Has the lead speaker selected a target audience and developed content to meet the needs of that particular target audience?: 
    • Foundational (Entry/Manager)
    • Applied (Sr. Manager/Director/Sr. Director)
    • Strategic (VP/President/Executive)
  • 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 Responsibilities:

  • Speaker Orientation - If selected, each session must ensure that at least one representative will attend a virtual orientation session on Tuesday, February 14, 2017 ET.
  • Speaker Final Prep Webinar - If selected, session presenters must attend a Speaker Prep Webinar in April (Time & Date TBD)
  • Submit final speaker info (bios and headshots) & final session info (titles and descriptions) by Tuesday, February 14, 2017
     

Speaker Benefits:

  • Visibility among hundreds of customer care professionals
  • Professional development
  • Discounted registration rate: $995.00 (over $500 savings!)
  • Priority consideration in submitting an article in the upcoming issue of SOCAP’s CRM Magazine.

Notification and Deadlines:

All proposals must be submitted using this online form. Each session proposal will be reviewed by a team of volunteers comprised of members of SOCAP’s Education and Member Services Committees. You will be notified on the status of your submission by Wednesday, February 1, 2017.


Click here to submit your session proposal for consideration.