SOCAP International

News / Events

"Ask The Expert" COVID-19 Center Design/Re-Design and Home Agent Work Space

Thursday, May 28 | 1:00 pm ET

The SOCAP Florida Chapter will take a look at the current typical layouts and the new COVID-19 required changes to conference rooms, work stations, break areas, mail rooms, etc.

Speaker Joe McMillan, President of McMillan Business Interiors and his team will utilize interior design software to show before and after design concepts. Also, SOCAP Member Bill Fillmore will join us to discuss changes being made within contact centers. Bring your questions for this informative hour of discussion.

After registering, you will receive a confirmation email containing information about joining the meeting.

Please contact Chip Rohde at or call (313) 259-1010 with any questions.

Click to Register

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Current and Upcoming Events

Chicago Chapter - How A.I. and Chatbots are Changing the Customer Experience

  • Dates: 11 – 11 May, 2017

It’s hard to pick up a magazine or turn on the news without hearing about Artificial Intelligence (A.I.) and how it’s changing our world. But A.I. is new and it is important that we learn more about how A.I. and technologies like Chatbots are changing the world of customer experience.So, the Chicago Chapter is pleased to present three companies – North Highland, ICMHub and Microsoft – each with a different perspective on the technical and business solutions that are emerging in the world of A.I., Chatbots and more.Join us as we explore the answers to these questions and arm ourselves with knowledge for the future:
  • What is A.I.?
  • What are Chatbots?
  • How do these emerging technologies work?
  • Who is using them today and for what purpose?
  • In what ways do we think it will impact consumer engagement today and in the future?
  • What are the type of software and hardware needed to use these tools and implement them into our operations?


Keynote Speaker & Sponsor: Brian Clements - North Highland

Brian Clements is a Director of Technology Sparks Grove, the human experience design division of North Highland. He has over 15 years experience building innovative solutions at the intersection of data visualization and unstructured data analysis. Brian and his team research, design, and develop analytics solutions and products in the fields of information retrieval, social network analysis and text mining. He has multiple innovation awards for Social Media data analytics solutions.

Keynote Speaker & Sponsor: Joni Roylance - North Highland

Joni Royance is the Global Lead for CX Enablement and Employee Experience — recently recognized by ALM Intelligence as a “Best In Class” offering. She brings the hearts and humans perspective and has over ten years experience leading all things people-focused including Employee Experience Design, Culture Definition, Talent Management, and Organizational Design. She is currently focused on exploring human and machine workforce optimization, and defining the Future of Work.

Keynote Speaker & Sponsor: Oliver Cox - ICMHub

Oliver Cox is the Co-Founder & CTO of ICMHub. He is an experienced and skilled technical leader with a proven track record in developing and implementing software solutions. Oliver has extensive experience of leading development teams in the delivery software projects and providing technical consultation on product development.

A.I. powered solutions are poised to transform the way we deliver customer service but getting it right is not without it's challenges. In this talk, Oliver discusses how the approach of ICMHub addresses these challenges and introduces his "Three Pillars of Conversation". By attending this talk, you should know: Why you should care about chatbots, How to get started without investing too much and Why you shouldn't be scared using A.I.

Dharmesh Rathod - Microsoft

Dharmesh Rathod is a Data Solution Architect for Microsoft. He interfaces with Microsoft, customers and partner sales/delivery teams to drive adaptation of Azure data and analytics services, including Azure IoT solutions, Document DB, HD Insight, Machine Learning and Cortana intelligence suites. Dharmesh architects scalable data processing and analytics solutions, including technical feasibility and proposal development for IoT and Big Data solutions, processing and consumption (e.g., development of enterprise Data Lake strategy, decision support/BI over Data Lake and machine learning predictions).

Christopher Brown - Microsoft

Christopher Brown is a Dynamics Technology Specialist for Microsoft. He leads our technical presales efforts to translate application concepts into business solutions that solve specific client pain points. This involves ideating with both new and existing clients on how to maximize the value of our Dynamics platform in their respective environments and ensuring it meets both their short and long term business objectives. These solutions include adjacent business applications such as Microsoft Azure IoT, Power BI, Office 365 and Cortana Analytics.

Thursday, May 11, 2017 (Event Schedule)
8:30 a.m. - 9:00 a.m.       Registration & Networking
9:00 a.m. - 10:15 a.m.     Keynote Speakers: Brian Clements and Joni Roylance,
                                               North Highland
10:15 a.m. - 10:30 a.m.   Break
10:30 a.m. - 11:30 a.m.   Keynote Speaker: Oliver Cox, ICMHub
11:30 a.m. - 1:00 p.m.     Lunch and Open Bar - Provided by Blue Plate, Chicago
1:00 p.m. - 2:00 p.m.       Speakers: Dharmesh Rathod and Christopher Brown,
2:00 p.m. - 2:15 p.m.       Break (Open bar 2:00 p.m. until 3:45 p.m.)
2:15 p.m. - 3:15 p.m.       Panel Discussion: Michael McMillan (DreamCSX),
                                               Darmesh Rathod, (Microsoft), Brian Clements
                                               (North Highland), Doug Rippy (Astute), Oliver Cox
                                               (ICMHub), Tobias Goebel (Aspect)
3:15 p.m.- 4:00 p.m.        Networking

The Library & Conference Suites
190 South LaSalle Street
40th Floor
Chicago, IL 60603

COST (Includes Lunch and Open Bar)
Member  $85
Non-Member  $105

SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.

Thank you Aspect Software, North Highland and ICMHub for sponsoring this event!


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