SOCAP International

Online Learning

Upcoming Online Learning Opportunities

Webinar - Modern Customer Journey Mapping - Mapping the Full Experience

May 16, 2017
May 16, 2017 (2-3pm ET)


Presenter: Matt Stafford, Consultant, Future Point of View

Mapping the Full Customer ExperienceManaging Customer Experience today means understanding all the different departments handling aspects of the customer relationship, and understanding the different human and digital channels you’re using to connect with these customers. As technology evolves, it’s only getting more complicated.

Join us May 16, 2017 as Future Point of View consultant Matt Stafford walks us through their method for mapping “the” customer experience. This includes:

  • Understanding where to use technology and where human touch is the best approach – We call that blend, HUMALOGY®
  • Building a Customer Intelligence model that promotes hyper-personalization
  • Mapping the full relationship, not just to the point of sale

Registration Rates: register-now

On-Demand Online Learning Opportunities

Click Here for Online Courses to Take at Your Own Pace Including:

  • Core Contact Center Management for Customer Care Professionals
  • SOCAP and WOMMA's Social Customer Care Certificate Program
  • Live Chat with Customers: How to Do it Right
  • Tools for Basic Reporting
  • Creating and Executing Customer Experience Strategies for Any Business
  • Training Now! Best Practices for Updating Your Training for Faster Learning
  • Elements of Effective Customer Engagement
  • How to Write to Customers in Your Company's Brand Voice
  • How to Manage Voice of the Customer, Quality and Team/Agent Performance
  • Forecasting, Staffing and Scheduling
  • Small Win Coaching - How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
For webinar recordings and more resources in the SOCAP Learning Portal, click here.