SOCAP International

Workshops


Email Writing Masterclass - Part 1

Leslie O'Flahavan, E-WRITE

email writing

This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers.

You may attend one or both of the 30-minute workshops. Due to the fast-paced nature of workshop, we strongly encouraged you to attend both sessions to maximize your experience. Part 1 of this workshop includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well as how to write mobile-friendly email.


The Amazement Revolution

Ted Juanusz, Shepard Presentations

chat

Customer service isn’t a department—it’s a philosophy that includes every person and aspect of the best and brightest companies. The Amazement Revolution is the culture that can drive any organization—from one employee to tens of thousands—to focus completely on delivering an amazing customer service experience. Based on information featured in the book by bestselling author Shep Hyken, this session will discuss seven powerful strategies that any organization can implement to create greater customer and employee loyalty. Corporate and industry clients from all over the world have tapped into the simple and direct strategies of Shep Hyken. Now you can use his advice to build a successful, customer-focused organization and start your own Amazement Revolution!


Technology Panel: All Things Messaging

Jason Dichter, Wilke Global; Michelle Shane, Premiere Response; Greg Stockwell, Alta Resources; Josh Wilsie, Noble Systems

messagingThis session will focus on the technical realities (capabilities, limitations and benefits) of several recent real-time discrete messaging. Broadly, the messaging channels can be split into four categories: Web Chat, Texting Messaging, Social Meeting Direct Messaging and newer Over-the-Top (OTT) Messaging Apps. (At this point, OTT Messaging Apps are a catch-all for a number of messaging apps, including: Whatsup, WeChat, Line, QQ Mobile, and more.) In addition to defining each, we'll review the channel as it relates to - ease of implementation, required investment, internal partners/dependencies and CRM integration.

So You Think You Can Coach? - Part 1

Ronna Caras, Caras Training

coachingContact centers provide more coaching and feedback than any other department in most companies. But how much change and improvement really takes place? Considering the amount of time and the expense of tools, does coaching truly provide the payback companies need? SOCAP’s 3-part online learning series began this exploration of coaching by teaching ways to get immediate, measurable results. It introduced the model called “Small Win Coaching” and the “7 Roles” coaches must be prepared to take in order to truly create behavioral change that lasts. Now, at The Symposium, we get the chance to practice, discuss, discover and conquer this critical topic. Part 1 of this workshop teaches participants to - Look at their current coaching strategies and determine if a fresh approach might bring better results and Complete a series of coaching practice challenges that assess their effectiveness.


The 5 Habits of Great Service Leaders

Kelly Byrd, KBC Coaching

5 habits of great service leadersThose who lead in the area of "service and client care" have a unique challenge and opportunity when it comes to creating high level teams that execute "service" with relentless excellence.

In this session we'll look closely at the 5 Habits - the 5 most important disciplines of successful leaders in the "service provider" world.

  • They birth and articulate a compelling vision.
  • They acquire the right talent
  • They don't control but instead inspire their people
  • They require meticulous measurements
  • They fix what's broken - they celebrate what's working!

Email Writing Masterclass - Part 2

Leslie O'Flahavan, E-WRITE

mail

This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations. In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers.

You may attend one or both of the 30-minute workshops. Due to the fast-paced nature of workshop, we strongly encouraged you to attend both sessions to maximize your experience. Part 2 of this workshop includes hands-on writing activities, so you can learn how to control your tone and build rapport as well as how to write templates to reuse in business email.


Technology Panel: Artificial Intelligence (Session 1)

AIPat Nicholson, Alta Resources; Mike Wilke, Wilke Global; Chris Martinez, Idiomatic

Technology will continue to impact our consumer care efforts. An emerging and exciting new technology will change our contact centers over the coming years - Artificial Intelligence (AI). Two sessions will examine the potential impact AI will have on our contact centers. Each session will present a different perspective on AI, a potential future state as well as the likely roadmap to arrive at this end point.


Create a Customer Centric Organization

Salena Scardina, Sweetwater

seat at the tableThe highest levels in the company aren’t always the closest to the customer experience, yet they are charged with inspiring the customer-focused organization. This presentation is an insightful perspective from someone who has carried the voice of the customer (from a CSR role) to senior customer executives. It details how, along the way, you can inspire individuals, teams and the entire brand to become more focused on what it takes to win customers. You’ll learn practical steps for ensuring the customer has a "seat at the table" and for infusing customer-focused thinking as a natural and routine practice.


Using Your Voice to Enhance CSAT in Your Call Center

customer-servicePatrick Munoz, The Voice Zone; Aaron Taylor, Spokeo

The focus of this session is to show Call Center Reps how to use their voice to effectively engage Customers, whether it's the first call of the day or the 50th. Supported by Dr. Mehrabian's communications study at UCLA, world-renowned Voice and Speech Coach Patrick Munoz will demonstrate how intentional use of your voice is a life-skill that has impact beyond the workplace. Patrick will show attendees some quick and easy techniques that will bring enthusiasm and empathy to their call center reps. This training can be modified to fit the needs of any member of your team. Aaron Taylor, Vice President of Customer Care, will discuss how to implement this training in a large call center to drive employee engagement, CSAT and other Call Center Metrics.


Leading You Before Them: The Art of Self Leadership

Kelly Byrd, KBC Coaching

team-leaderMost Executive leaders realize that the future success of their organization depends on their ability today to inspire, coalesce and engage their management team. What many Executives fail to keep in mind is that if you don't "lead yourself" well you won't lead others well either. In this session we'll take a close and penetrating look at The Leader and self discipline, self awareness, self assessment and self direction. Walk away with the tools you need to establish a personal process of Self Leadership that will sharpen and deepen your leadership capacity enabling you to make increasingly sound, strong and effective decisions.


Technology Panel: Video Chat

video-chatBeth Ziff, Premiere Response; Kelly Thompson, Telerx; Doug Rippy, Astute Solutions

This session will analyze and discuss Video Chat for consumer care using the popular people, process & technology framework. The key takeaways include understanding the ramifications of video chat and what your organization would need to do in order to manage them. Some topics to be discussed include - training needs, technical support of video chat systems and video chat standardization.




When the Journey is the Destination: Creating a First-Class Service Experience Through Voice of The Customer

Lisa Oswald, Travelzoo; Khalida Jarbou, ForeSee

customerWith more than 1000 new deals published every week and a customer experience that could begin on a mobile phone in Modesto and end in a hotel lobby in London, Travelzoo faces unique challenges when it comes to delivering world-class customer service. And yet, they do - day after day. Join Lisa Oswald of Travelzoo and Khalida Jarbou of ForeSee to learn how they mobilized their team around customer experience intelligence and implemented insights into everything from contact center training to product development. With a dynamic approach that puts service at the strategic center, Travelzoo has seen customer satisfaction scores go from high to exceptional in a year. And while there are many ways to increase revenue, brand loyalty and market share, a Voice of Customer (VOC) program can achieve all three. But, there is a right way and a wrong way to do it. Learn how you can implement your VOC program as a strategic, rigorous competency that delivers results for your company and your consumers.


A Modern Approach to Contact Center Training

Chris Zoloth & Timothy Threet, IHG

trainingTogether with Grovo, IHG gave their training program a complete 21st century upgrade. Instead of relying on periodic classroom training alone, IHG used Grovo's intuitive learning platform to deliver short, compelling micro learning lessons to reps they could access on any device. In addition to assigning digital and soft skills training from Grovo's micro learning library, IHG worked with Grovo's production team to create custom micro learning lessons on loyalty initiatives unique to IHG. Join this session to learn more about IHG's journey and walk away with practical ideas for improving your own company's training program.

Three Party Promise: Breaking Down Silos and Conflict Management

targetJudy Mckee & Sally Cordova, McKee Consulting

Discover what the "THREE-PARTY PROMISE" conversation can do to eliminate “Mind Darts” that may damage or restrict cooperation within your organization. Learn how to easily talk with your team about company and departmental goals, find solutions to common organizational challenges, break down workplace silos and how to quickly assess and explain the needs of your company. This session is a cant miss workshop for all professionals at every level of management.


Stand Out By Building Your Personal Brand

Personal BrandingMarshall Brown, Marshall Brown & Associates

Branding is not just for products anymore. Personal branding has become a MUST, not a maybe, if you want to progress in your career, build your business, add value to your company and stand out from your competition. Personal branding shows your uniqueness, your value, your goals... the difference that is YOU. By the end of this session you will - Understand your unique promise of value, Identify your personal attributes, Learn ways to “stand out” and be outstanding and walk away with an action plan to help you move forward. If you are serious about your career and are ready to proactively manage it then this program is for you.


Increase Visibility and Reporting Effectiveness Using The Customer Engagement Framework: A Case Study

increaseCynthia Grimm, CX Solutions; Chris Zoloth, IHG; Debby Kitchell Silvestri, Edgewell Personal Care

One of the keys to Customer Care and Engagement Maturity is effective reporting and action based on consumer product and service feedback (i.e., reporting insights).  The session will use case studies with Edgewell Personal Care Products and IHG to help demonstrate how to use the SOCAP Customer Engagement Framework and an internal customer survey to - Inform strategy for increasing the effectiveness of reporting insights, Assess and increase internal awareness of Consumer Affairs and Enhance the value of Consumer Affairs in the organization. This session will also draw on findings from the SOCAP Customer Care and Engagement Framework and audience participation to highlight best practices for sharing consumer insights.


Technology Panel: Artificial Intelligence (Session 2)

cloud-computingAlex George, Astute Solutions; Micheal Dean, Telerx; Chris Martinez, Idiomatic

Technology will continue to impact our consumer care efforts. An emerging and exciting new technology will change our contact centers over the coming years - Artificial Intelligence (AI). Two sessions will examine the potential impact AI will have on our contact centers. Each session will present a different perspective on AI, a potential future state as well as the likely roadmap to arrive at this end point.

How to Speak in One Consistent Brand Voice: Air Canada Case Study

Vicki Benoit, Air Canada; Leslie O'Flahavan, E-WRITE

voice

Join this session, to learn more about Air Canada's "AC Talks" project it completed in 2016 which broke down silos at Air Canada and enabled teams from different parts of the airline to work together toward a unified goal: Use Air Canada’s updated brand voice to communicate with customers and build connection. Though seemingly impossible, the AC Talks project brought together people from the Customer Relations, Baggage, Refunds, Cargo, Marketing, Legal, and Communications teams. These teams worked together to define and document Air Canada’s brand voice then disseminate it throughout the customer care organization so frontline agents could use the updated brand voice when writing to customers about anything from flight delays to damaged baggage to stranded shipments of lobsters! Vicki Benoit and Leslie O’Flahavan will share their approach to planning a brand voice project that integrated diverse teams and harnessed their efforts toward the same goal of speaking in an updated, modern and aligned brand voice.


So You Think You Can Coach? - Part 2

clipboardRonna Caras, Caras Training

Contact centers provide more coaching and feedback than any other department in most companies. But how much change and improvement really takes place? Considering the amount of time and the expense of tools, does coaching truly provide the payback companies need? SOCAP’s 3-part online learning series began this exploration of coaching by teaching ways to get immediate, measurable results. It introduced the model called “Small Win Coaching” and the “7 Roles” coaches must be prepared to take in order to truly create behavioral change that lasts. Now, at The Symposium, we get the chance to practice, discuss, discover and conquer this critical topic. Part 2 of this workshop teaches participants to - Take on as many as 7 different coaching roles in order to create faster and more meaningful behavioral change in someone else; Respond to feedback on their coaching work and adapt to get a better outcome and Identify practices they will take away to become the great coach who is remembered and appreciated for a lifetime.


Enterprise Success: How Contact Center Data Can Improve Your Customer Journey: Molson Coors Case Study

Linda Grover, McCormick; Kim McMiller, 24-7 Intouch

analyticsUsing over-complicated data leaves you with the noise, not the signal. Companies that make their contact center insights a priority make smarter business decisions by personalizing each interaction. Information about how consumers use a product, opinions on quality, and other Voice of the Customer metrics are critical in evolving a customer care strategy. Join us for a fresh perspective on harvesting your contact center data, giving you a better understanding of your consumers through customer journey mapping.





SOCAP's 2017 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 will be charged on refunds received on or before April 3, 2017. No cancellations or refunds after April 3, 2017. Substitutions will be gladly accepted at no charge until April 3, 2017. A $175 fee will be charged on any substitutions made after April 3, 2017. Registration transfers to future meetings will not be accepted.​ Social finale registration transfers will not be accepted.

Photography Notice: Be aware that by participating in SOCAP’s Symposium, 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.


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