SOCAP International

Great Lakes Chapter Member Appreciation Event

September 10, 2015
Join the SOCAP Great Lakes Chapter as we celebrate our members! We will have keynote speaker Amy Novak, Certified Call Center Auditor, Senior Consultant from BenchmarkPortal. She will discuss Connecting Customer Engagement to Agent Engagement.

Participants will learn:
Where to Begin
• Hire the right agents
• Welcome them warmly

Give Good Instruction
• Share your passion
• Shut up and Listen

Agent Engagement
• Data from BMP Agent Voices Report
• Agent dashboards/reporting

Key Ingredients to Connecting Engagement
• Metrics: Alignment of what is valued by the agent with what is valued by the customer

The keynote address will be followed by a tour of the Underground Railroad and networking luncheon. 

Thursday, September 10, 2015 (Events Schedule)

8:30 am - 9:00 am       Registration
9:00 am - 10:00 am     Keynote Speaker Amy Novak
10:00 am - 12:00 pm   Underground Railroad Museum
12:00 pm - 1:30 pm     Networking Luncheon/Closing Remarks

First Congregational Church of Detroit
33 E. Forest Avenue
Detroit, MI 48201

Members - FREE
Non-Members - $75