SOCAP International

Agenda

Session Length
30minutes = 30-minute "burst of learning"
60minutes = 60-minute session
90minutes = 90-minute deep-dive session

Education/Function Level

foundational = Foundational: Entry Level/Manager
applied = Applied: Senior Manager/Director Level
strategic 
= Strategic: Director/Senior Director/Vice President/Executive Level

all levels = All Levels

Track
track1 = Track 1: Core Competencies in Customer Care
track2 = Track 2: Managing Contact Center Operations and Procedures
track3 = Track 3: Building Effective Teams in the Contact Center and Beyond
track4 = Track 4: Owning Your Professional Development
track5 = Track 5: Technology Tools and Trends

(Agenda subject to change)

Sunday, April 23

1:00pm - 6:00pm Registration 
1:00pm - 4:00pm  Chapter Leadership Forum 
4:30pm - 6:00pm  First-Timer/New Member Welcome 
6:00pm - 7:00pm  Welcome Reception
Sponsored by Stericycle ExpertSOLUTIONS

Monday, April 24

7:30am - 5:00pm  Registration 
7:30am - 8:30am  Breakfast 
8:45am - 10:00am  Opening General Session - Keynote Speaker: Shep Hyken

How to Create an Amazing Customer Service Experience
A recent study commissioned by New Voice Media found that last year more than $62 billion dollars was lost by companies delivering poor customer service, up almost 50 percent from two years prior. A Vanderbilt University survey found that up to 40% of satisfied customers stop doing business with a company, even though they were satisfied. What can we do to ensure our organizations don’t fall victim to lost customers – and lost revenue? The answer is to create an amazing customer experience.

In this fast-paced and entertaining presentation, Shep Hyken, customer service and experience expert, will share time-proven concepts and strategies along with some of the latest trends in customer service that will help you and your organization deliver an amazing customer experience. Some of the topics that Shep will cover include:

  • The difference between satisfied customers and loyal customers.
  • Moments of Misery™, Moments of Mediocrity™ and Moments of Magic®
  • How to create a customer-focused culture.
  • Expectations you must meet to deliver an amazing customer experience.
  • The latest Trends impacting customer service.
  • And more
10:00am - 6:15pm  Exhibit Hall Opens 
10:00am - 10:45am  Networking Break in Exhibit Hall
10:45am - 12:15pm 

Professional Workshops (30/60/90-minutes)

  • ​10:45am - 11:15am
    Email Writing Masterclass - Part 1
    E-WRITE
    30minutesfoundationaltrack4
  • 10:45am - 12:15pm
    The Amazement Revolution
    Shepard Presentations
    90minutesappliedtrack1
  • ​10:45am - 11:45pm
    Tech Panel: All Things Messaging
    Wilke Global; Premiere Response; Alta Resources; Noble Systems
    60minutesall levelstrack5
  • ​11:15am - 12:15pm
    So You Think You Can Coach? - Part 1
    Caras Training
    60minutesappliedtrack3
  • 11:15am - 12:15pm
    The 5 Habits of Great Service Leaders
    KBC Coaching
    60minutesstrategictrack2
12:15pm - 1:45pm  Networking Lunch
Sponsored by ERC
12:45pm - 1:45pm  Dessert and Networking in Exhibit Hall 
1:45pm - 3:15pm 

Professional Workshops (30/60/90-minutes)

  • 1:45pm - 2:15pm
    Email Writing Masterclass - Part 2
    E-WRITE
    30minutesfoundationaltrack4
  • 1:45pm - 2:45pm
    Tech Panel: Artificial Intelligence - Part 1
    Alta Resources; Wilke Global; Idiomatic
    60minutesall levelstrack5
  • 2:15pm - 3:15pm
    Create a Customer Centric Organization
    Sweetwater
    60minutesappliedtrack3
  • 1:45pm - 2:45pm
    Using Your Voice to Enhance CSAT in Your Call Center
    The Voice Zone; Spokeo
    60minutesstrategictrack1
  • 1:45pm - 3:15pm
    Leading You Before Them: The Art of Self Leadership
    KBC Coaching
    90minutesstrategictrack2
3:15pm - 4:00pm  Networking Break in Exhibit Hall
4:00pm - 5:15pm  Afternoon General Session - Roundtable 3.0

The next evolution in peer-to-peer learning and sharing, where content is designed for you and by you. Roundtable 3.0 allows you to discuss the most pressing issues, solutions and questions that are on your mind. Best of all, you have the opportunity to have open, unscripted conversations with your professional peers in the audience.

With an incredible concentration of business experience, creativity and expertise assembled in one room, you can be sure the outcome will be an exceptional networking experience full of shared learnings for all!
5:15pm - 6:15pm  Exhibitor Reception 
9:00pm - 10:30pm  SOCAP Night Cap Lounge
Sponsored by Astute Solutions 

Tuesday, April 25

7:30am - 6:30pm  Registration 
7:30am - 8:30am  Breakfast 
8:45am - 10:00am  Morning General Session - Gallup Panel
Jeremy Petriocini, Gallup; Lisa Diehl, Blue Diamond; Aaron Taylor, Spokeo; Paul Osborne, Levi Strauss

Building a Strengths-Based Culture Panel
Gallup has studied and worked with the world’s leading strengths-based companies — those in the top echelon of performance. They have discovered that the best companies share a few specific and compelling similarities. Most evidently, they have a mutual philosophy about strengths and the value of a strengths-based culture. For this panel discussion, Gallup’s Senior Consultant, Jeremy Pietrocini will provide an overview on the ways they have integrated strengths in common and offer some profiles of success.  Jeremy will also interview panelists that are launching strengths in their own organizations to provide lessons learned, demonstrate value to the organization and highlight personal success stories in leveraging this strategy to impact performance.
10:00am - 10:45am  Networking Break in Exhibit Hall 
10:45am - 12:15pm   Professional Workshops (30/60/90-minutes) 
  • 10:45am - 11:45am
    Tech Panel: Video Chat
    Premiere Response; Telerx; Astute Solutions
    60minutesall levelstrack5
  • 10:45am - 11:45am
    When the Journey is the Destination: Creating a First-Class Service Experience Through Voice of The Customer
    Travelzoo; ForeSee
    60minutesfoundationaltrack2
  • 10:45am - 11:45am
    A Modern Approach to Contact Center Training
    IHG
    30minutesfoundationaltrack1
  • 10:45am - 11:45am
    Three Party Promise: Breaking Down Silos and Conflict Management
    McKee Consulting
    60minutesfoundationaltrack3
  • 10:45am - 12:15pm
    Building Your Personal Brand
    Marshall Brown & Associates
    90minutesstrategictrack4
12:15pm - 1:45pm  Networking Lunch 
12:30pm - 1:45pm  Dessert and Networking in Exhibit Hall 
1:45pm - 3:15pm 

Professional Workshops (30/60/90-minutes)

  • 1:45pm - 2:45pm
    Increase Visibility and Reporting Effectiveness Using The Customer Engagement Framework: A Case Study
    Edgewell Personal Care; IHG; CX Solutions
    60minutesall levelstrack1
  • 1:45pm - 2:45pm
    Tech Panel: Artificial Intelligence - Part 2
    Astute Solutions; Idiomatic; Telerx
    60minutesall levelstrack5
  • 1:45pm - 2:45pm
    How to Speak in One Consistent Brand Voice: Air Canada Case Study
    Air Canada; E-WRITE
    60minutesfoundationaltrack4
  • 2:15pm - 3:15pm
    So You Think You Can Coach? - Part 2
    Caras Training
    60minutesappliedtrack3
  • 2:15pm - 3:15pm
    Enterprise Success: How Contact Center Data Can Improve Your Customer Journey: McCormick Case Study
    McCormick; 24-7 Intouch
    60minutesappliedstrategictrack2
2:00pm - 5:00pm  Executive Summit (separate registration required) 
3:15pm - 3:45pm  Break 
3:45pm - 5:00pm  Closing General Session - Keynote Speaker: David Burkus

A Better Way to Build Teams

Why do some individuals and teams seem like star performers, while others barely shine? Using a variety of stories, case studies and scientific research, David Burkus reveals that what makes a high-performing team isn’t just who’s on it, but also how it’s built. He explains how famous inventors, outstanding companies—even Broadway stars—benefit from focusing not just on making their teams work, but also on building their network. Audience members will learn how to determine if they’ve got the right team around them, and how to leverage their network to boost both the team’s and the organization’s performance. Forget the ropes courses and trust falls: there’s a better way to build teams.

5:45pm - 6:45pm  Pre-Finale Happy Hour
Sponsored by Wilke Global
7:00pm - 10:00pm  Social Finale 
Sponsored by 24-7 Intouch

Wednesday, April 26

7:30am - 3:00pm  Executive Summit (separate registration required) 
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SOCAP's 2017 Symposium Cancellation Policy: Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 3, 2017. No cancellations or refunds after April 3, 2017. Substitutions will be gladly accepted at no charge until April 3, 2017. A $175 fee will be charged on any substitutions made after April 3, 2017. Registration transfers to future meetings will not be accepted. Social finale registration transfers will not be accepted.​

Photography Notice: Be aware that by participating in SOCAP’s Symposium, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.
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Registration Hours

  • Sunday, April 23
    1:00pm - 6:00pm
  • Monday, April 24
    7:30am - 5:00pm
  • Tuesday, April 25
    7:30am - 6:30pm

Exhibit Hall Hours

  • Monday, April 24
    10:00am - 6:15pm
  • Tuesday, April 25
    10:00am - 1:30pm