SOCAP International

Editor's Letter

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There are exciting new things happening at SOCAP International in 2015. We are launching our Customer Engagement Framework,which will provide customer care and engagement professionals with essential data, strategic insights and broad perspectives about how their operations compare with other companies. This signature initiative from SOCAP, in partnership with CX Act (formerly TARP Worldwide), will help companies better assess their present-day processes and methodologies in four major areas: People, Process, Technology and Strategy.

We’re kicking off this first issue of 2015 with a focus on two of these key areas—People and Process. The People category encompasses important topics like employee training, development and retention, while Process covers ways to manage and improve contact center operations. Both categories are critical topic components in the framework that will allow companies to quantify strengths and weaknesses as well as plan for the future.

We are pleased to bring you articles in this issue that speak directly to topics related to People and Process. In the feature articles “7 Tips to Smoothly Onboard Remote Agents,” by Ann Sung Ruckstuhl, and “5 Ingredients for Success in Your Training, Development and Retention Efforts,” by Michael Dowrich, we explore important aspects of supporting and maintaining an effective work team.The value of training investments by companies is also addressed in Carla Barker’s article, “Why Post-Training Certification Is Good for Business.” All of these articles offer valuable tips for finding success with your team members.

In Danica Jones’ article, “Let Consumer Insights Drive Change,”process takes center stage, and we learn how companies can use customer feedback to create more effective contact center processes, while creating smarter omni-channel customer care. Jones refers to omni-channel as the “name of the game” and provides valuable tips for how to leverage consumer feedback in the contact center process. In “6 Mistakes You’re Making When It Comes to Business Continuity,” Howard Mannella shares how having a good business continuity process can be “invaluable to the customer experience.” Mannella also addresses common mistakes and misperceptions about business continuity programs.

We’re also pleased to share in this issue a recent interview from business writer Micah Solomon with SOCAP president and CEO Matthew D’Uva on trends in customer service and support. D’Uva talks about challenges and opportunities faced by SOCAP members, so don’t miss this must read piece.

Additionally, we are thrilled to do our Member Spotlight in this issue on Michele Watson, vice president of customer care at Read more about the unique challenges she faces as a customer care executive and her advice to other professionals. We hope you gain great insights about People and Process in this issue. To learn more about SOCAP’s Customer Engagement Framework,visit our website at We will also address the framework categories through workshops at our 2015 Symposium, April 12-15 in Las Vegas.

Marjorie Bynum, CAE
Managing Editor