SOCAP International

White Papers

  • Transmitting Transactional and Commercial E-Mails Under CAN-SPAM, State, and Canadian Laws

    As e-mail has become an increasing part of our lives, the benefits of using e-mail to communicate with customers continues to grow. The use and transmission of e-mail is regulated at the federal level by the Controlling the Assault of Non-Solicited Pornography and Marketing Act of 2003 (“CAN-SPAM”). Although this legislation preempts most state laws, many state laws remain applicable. Additionally, earlier this year, the Canadian Anti-Spam Legislation (“CASL”) went into effect which significantly limits the ability of companies to transmit e-mails for marketing purposes. Given the abundance of laws regulating the transmission of commercial e mails, companies must understand how these laws restrict their ability to interact with their customers.
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  • Consolidated Enterprise Reporting for Disparate Systems and Cross-Functional Contact Centers

    For the purpose of this white paper, enterprise and consolidated reporting in the contact center refers to both standardization of contact center data and crossfunctional reporting.
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  • The Death of Lifetime Value: Making a Realistic case for better service and quality

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  • SOCAP WHITE PAPER: BUSINESS ETHICS

    SOCAP developed its Guidelines of Ethical Principles in January 1993. The guidelines were designed to assist Consumer Affairs professionals in their mission to foster and maintain the integrity of business in its dealings with consumers and to encourage and promote effective communication and understanding among business, government and consumers.
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  • If Service Is Really So Bad, Why Aren’t Customer Complaints More Effective, and Where Is Customer Service Trending?

    Although the technology for relating to customers, and providing personalized support, has significantly increased over the past few years, customer service, especially online, continues to deteriorate. At least, customer service appears not to be a priority in some companies and industries.
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  • Beyond CRM Technology: Supporting The Builders of Customer Relationships

    CRM is supposed to be about creating relationships with customers; however, CRM initiatives are, typically, almost all about the technology: software systems, sales contact management, data warehousing, and so on. People, especially customer-facing staff, have largely been an afterthought in CRM strategies.
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  • Social Media Primer

    Social media and social networks are two of the fastest growing areas on the Web. Popular networks like Facebook, Twitter and LinkedIn provide a unique opportunity for customer care professionals to engage directly with consumers, often in real time, to answer questions, solve problems and provide support. But where do you begin?
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  • A Seat at the Table: The Role of Customer Care in Social-Media Success

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  • A TAKEAWAY OF SOCAP’S CHINA STUDY TRIP

    This white paper recaps the SOCAP China Study Trip, which took place June 20-25, 2013, with stops in Hong Kong and Shanghai. The goal of the study group was to inform SOCAP members about the expectations and practices of Chinese consumers and about the opportunities for doing business in China.
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  • Now Arriving: Big Data In The Hospitality, Travel, And Tourism Sector

    In this white paper, SOCAP International, the Society of Consumer Affairs Professionals, looks at the real opportunity of Big Data and how Big Data is changing the HTT sector. SOCAP represents over 100 brand name companies, many offering hospitality, travel and tourism services. This discussion begins with the big picture. How is Big Data and data analytics causing a paradigm shift in the HTT experience, and how are companies seeking to remain on the right side of business success adapting their operations to be competitive?
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  • A Customer Care Perspective on Big Data

    This white paper explores Big Data as a challenge and an opportunity for customer care organizations. Produced by SOCAP International, the Society of Consumer Affairs Professionals, it is intended to help its members—customer care executives at leading brand name companies—identify the issues, see the possibilities and parse the options in advancing a game-changing Big Data agenda.
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  • ELIMINATING CONSUMER CONFUSION: How to Respond to Consumer Inquiries: Special Issues

    As consumers continue to utilize the Internet as a source for accurate health information, it is imperative that consumer packaged goods (CPG) companies come together to establish universal responses to common consumer health and ingredient questions. Inconsistent answers from one company to the next can confuse the consumer and lead to an increase in consumer frustration.
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  • The Social-Media Landscape in Canada

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  • 2006 Call Center Employment Outlook

    Being on the front lines with hiring trends within the CRM and call center industry, we hope to provide useful data and research that provides additional insight to where we see the continued growth within our industry.
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  • Calling a Change in the Outsourcing Market

    While outsourcing has become a dominant trend, emerging evidence indicates that results have been mixed, and there are few in-depth studies that can help senior executives recognize the inherent complexities and common pitfalls of outsourcing. Deloitte Consulting LLP conducted a study to help fill this gap and provide a fresh point of view on outsourcing.
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  • The American Consumer Reacts to the Call Center Experience and the Offshoring of Service Calls

    The purpose of this research was to survey a statistical sample of United States’ consumers to gauge their perception of companies based on their call center experience and to determine if communication issues with the call center agent impacted a customer’s call center satisfaction levels.
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  • ‘Small Win’ Coaching for Measurable Improvement

    Creating an environment where people learn from their mistakes, and focus on doing better the next time, is the purpose of an effective coaching program. We can’t eliminate the fact that we are human beings and imperfect.
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  • You Are Wasting Money Surveying to Get Answers You Already Know!

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  • Doing More with Less

    Our new economic reality is one of increased competition, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs. In this environment, customer service is the single biggest differentiator in the market. In the last few years, most companies have made significant efforts to enhance the quality of their customer service. However, to build competitive advantage with customer service today, they need to do more with less.
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  • DATA COMPLETENESS: A KEY TO EFFECTIVE NET-BASED CUSTOMER SERVICE SYSTEMS

    The Internet has created an environment of abundant consumer choice, and in this environment organizations seek to increase customer loyalty. Research suggests that as little as a 5% increase in retention can mean as much as a 95% boost in profit, and repeat customers generate over twice as much gross income as new customers. Thus, it is imperative that organizations understand their customers’ current behavior, preferences, and future needs.
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