SOCAP International

SOCAP Blog

  • Key Take-Aways from Heartland

    Posted on: 09/13/2013

    The SOCAP Heartland Chapter hosted an exceptional event on September 9 featuring keynote speaker, Cy Wakeman.  The well-attended program included more than one-quarter new and first time members who were engaged and excited about the association and the presentation.

    Wakeman's presentation was centered around her two New York Times Best Selling Books - Realty-Based Rules of the Workplace and Reality-Based Leadership was both a thought provoking keynote speech and a hands-on workshop with practical tools and techniques to build more effective teams and leadership skills.

    I had many personal take-aways.  Here are a few of my favorite:

    •  Leaders inspire employees and engage them in the vision and purpose for the organization.  Be a leader not a manager.  Your job is to inspire not to do the work of your employees.  Employees should always leave your office with more follow-up items then the leader.

     

    • An Employees Value = current performance score + future potential score - (emotional expense x3); employees.  An employee's emotional expense is a huge drain on the organization in many ways, and active coaching needs to identify employees with high emotional expenses.

     

     

    • Change is inevitable in every organization.  Employees and organizations that are resistant to change are those that are not prepared for change.   Leaders have to build a workforce that is prepared to perform in changing environments.

     

    • Empathy is a key skill to develop in managing teams and sympathy is not!  Understand, learn and practice the differences between sympathy and empathy!

     

    • Leadership is a skill that needs to be practiced.  Practice with your most engaged employees first and be open about the process with your employees and yourself.

    I am looking forward  to reading Cy's books and practicing these techniques!  For more information on Cy Wakeman and resources, visit Realitybasedleadership.com

  • This Week in Customer Care (Week of September 9, 2013)

    Posted on: 09/08/2013

    This Week in Customer Care is a blog series by SOCAP International that takes a look at the week’s upcoming events and opportunities for customer care professionals. You’ll find out about professional development opportunities taking place across the country and get the inside scoop on new publications and research on the consumer affairs industry.

     

    As summer wraps up, we hope you have enjoyed summer vacations and can return to work well rested and rejuvenated.  You will need your energy because SOCAP is gearing up for an exciting fall! From the launch of SOCAP’s online training course to an impressive lineup of fall chapter events, the education and networking opportunities are plentiful.

    Check out the exciting upcoming chapter events:

    September 10
    SOCAP Heartland Chapter Presents Cy Wakeman

    The Heartland chapter will host keynote speaker Cy Wakeman who will share a formula for measuring worth by quantifying  current performance, future potential, and the biggest detractor, your emotional expense.  Join chapter members and SOCAP President and CEO Matthew D'Uva for a day of learning and networking.

    September 12
    SOCAP Northwest Regional Chapter Celebrates SOCAP’s 40th Anniversary Aboard Yacht Empress!

    Join the Northwest Chapter, SOCAP President and CEO Matthew D'Uva and sponsors to celebrate SOCAP's 40th anniversary and experience the 34th America's Cup Finals aboard Yacht Empress! On board, you will hear from Barefoot founders and authors Michael Houlihan and Bonnie Harvey as they share traits of successful leadership.

    September 13
    SOCAP Minnesota Chapter Event and Call Center Tour at AVEDA Headquarters
    The Minnesota chapter and guests will tour Aveda's call center and learn how the Aveda Customer Relations team lives their mission and applies customer service best practices to build the organization's brand.

    SOCAP Greater Philadelphia & NY Metro Chapters – Interactive Learning and Networking Event!
    Join the SOCAP Greater Philadelphia and New York Metro Chapters for an interactive panel discussion with Frank Eliason, Citibank's Director of Global Social Media and social strategy leaders on the current state of social media.  Hear predictions on why and how companies are shifting away from social toward the next "big thing.



    SOCAP Online Course: Core Contact Center Management for Customer Care Professionals
    SOCAP launched its first online course designed to help your team learn the concepts and processes most important in the contact center environment.   This five module course provides you with budget friendly training for your employees at a pace and schedule that works both for you and your staff.  Check out Module I: Managing to the Numbers available now!

    We will continue to keep you posted on more upcoming events and news for customer care professionals!

  • This Week in Customer Care (Week of June 17, 2013)

    Posted on: 06/17/2013

    This Week in Customer Care is a weekly blog series by SOCAP International that takes a look at the week’s upcoming events and opportunities for customer care professionals. You’ll find out about professional development opportunities taking place across the country and get the inside scoop on new publications and research on the consumer affairs industry. Finally, take a look back at last week’s most popular customer care news stories and catch up on any articles you may have missed.

    You’ll find SOCAPers and customer care leaders all over the globe this week!  The annual Data Reporting Workshop, which brings together data analysts, data reporters, and anyone who works with data, kicks off tomorrow in Chicago and will explore new insights, case studies, and real-world examples of data reporting best practices.  There are a number of chapter events taking place this week, too, with more details below.  Finally, customer care executives from more than a dozen brands embark on the inaugural SOCAP China Study Trip to meet with industry and government experts in Hong Kong and Shanghai.  Lots going on!

    Here’s what’s happening this week:

    • Monday, January 17
      SOCAP Heartland Chapter Networking and Information Happy Hour!
      Join us for a fun networking opportunity to meet the chapter board, fellow members and people interested in learning more about SOCAP. This is an informal event where you can ask questions about upcoming events and the benefits of a SOCAP membership.
    • Tuesday, June 18 – Wednesday, June 19
      Data Reporting Workshop | Chicago, IL
      Hosted by SOCAP's Consumer Packaged Goods (CPG) Community, the Data Reporting Workshop is the annual must-attend event for any customer care professional responsible for collecting, interpreting, analyzing or reporting data to improve business operations.
    • Thursday, June 20
      New York Metro Chapter Meeting
      You provided feedback and the Board has created a unique day of Best Practices sharing. Get answers to your questions about how your colleagues:

      • Keep the Frontline at the Forefront - What's new in Training and Coaching
      • Report KPIs – Distribution and Frequency
      • Handle Customer Inquiries from "A to W" - Everything from Allergens to 'Where to Buy' and 10 topics in between.

    The meeting will be interactive, including break out discussions, allowing you to decide what's relevant for you. This is a great opportunity for your Supervisors and Managers to participate and learn from SOCAP members. We've reduced the price so you can bring your whole team.

    Special thanks to Pinnacle Foods Group for hosting at their Parsippany, NJ office, named the World's Coolest Office by Inc. Magazine (inc-magazine-names-pinnacle-foods-office-cool-office).


     Top Stories in Customer Care

  • Benchmarking Study Finds Companies Offering Multiple Channels for Customer Care

    Posted on: 06/14/2013

    A new study produced by SOCAP International, the Society of Consumer Affairs Professionals, and COPC Inc. finds companies both using multiple channels through which they interact with customers and taking steps to amplify the Voice of the Customer (VOC) within their organizations.

    June 13, 2013
    For more information, contact:
    Marjorie Bynum, Vice President of Education and Communications
    marjorie@socap.org | (703) 910-2473 

    Alexandria, VA- A new study produced by SOCAP International, the Society of Consumer Affairs Professionals, and COPC Inc. finds companies both using multiple channels through which they interact with customers and taking steps to amplify the Voice of the Customer (VOC) within their organizations.

    "In conducting this survey, we wanted to explore if and how America's brand name companies are achieving multichannel integration with respect to customer care and whether this process is changing over time," said SOCAP President and CEO Matthew D'Uva.  "From a voice of the customer perspective, we wanted to know more about how this data is managed and measured and whether it is having an impact on customer service operations.  The survey generated valuable insights on both topic areas."

    Key among survey findings:

    • Over half of the respondents use at least 6 channels, which were evenly distributed between real-time interactions and deferred transactions;
    • Over 84% of respondents offer self-service options to their customer base, a 20 percent increase over 2011 survey results;
    • Over half of the organizations indicate they are using multiple channels for self-service options. The most common option is interactive voice response;
    • Almost 70 percent of organizations report that they have changed how they do business with their customers as a result of mobile technology. The biggest change, over 50%, report an increase in mobile phone apps and integrated websites;
    • The ownership of multichannel integration is shared between Consumer Affairs (45%) and Marketing (42%) with Customer Care being the third most utilized support group;
    • There has been little change from 2011 to 2013 in the integration of tools across channels. This suggests that as multichannel integration increased the need to integrate the data did not follow suit;
    • Over 95% of respondent have at least a moderate interest in the VoC to make changes to improve products or services;
    • 76% of organizations use "Post Sales" to interact with customers and approximately 70% of respondents use customer satisfaction in some capacity to measure the overall customer experience;
    • Only about 17% of respondent indicate they are measuring and tracking any ROI on VoC initiatives.

    "With the proliferation of customer service channels through social media, contact centers and other sources and the need to differentiate brands through improved customer experience, performance benchmarking information becomes more important than ever before," said COPC Chairman and Founder Cliff Moore.  "We are pleased to work with SOCAP in helping its members to achieve outstanding customer care."

    The web-based survey, conducted between March-May 2013 is based on the responses of 46 companies representing six industries.  Consumer packaged goods companies constituted 52% of respondents.

    The summary findings of the study are available at https://scpelc.egnyte.com/h-s/20130627/591f0e91f8444b43.

    About SOCAP International

    Headquartered in Alexandria, Virginia and formed in 1973, SOCAP is composed of over 2,000 best-in-class customer care executives and professionals from over 100 brand name companies throughout the U.S. and Canada.  SOCAP is a member-driven organization committed to promoting customer care and engagement as competitive advantages.  SOCAP members include vice presidents, directors, and managers of customer care and consumer affairs as well as hundreds of business partners, individuals representing the solution provider community.  SOCAP member benefits include education and training, peer-to-peer networking, relationship building, partnership programs, conferences and seminars, news and information, research, and more.

    Visit SOCAP on the web at www.socap.org.

    About COPC Inc.

    Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.’s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Asia Pacific, Latin America, India and Japan.

    Visit COPC Inc. on the web at www.copc.com.

  • This Week in Customer Care (Week of June 10, 2013)

    Posted on: 06/11/2013

    This Week in Customer Care is a weekly blog series by SOCAP International that takes a look at the week’s upcoming events and opportunities for customer care professionals. You’ll find out about professional development opportunities taking place across the country and get the inside scoop on new publications and research on the consumer affairs industry. Finally, take a look back at last week’s most popular customer care news stories and catch up on any articles you may have missed.

    Summer is in full swing!  We’re heading in to the season of vacations and (hopefully) some much needed and deserved relaxation!  This week, we’re getting ready for the Data Reporting Workshop and China Study Trip, both of which take place over the coming weeks.  While there aren’t any chapter events this week, you can still stay on top of current events with these popular stories from the Customer Care News Brief:

    We’ll be back next week with lots of great events for customer care professionals, have a great week!