Agenda Subject to Change

Wednesday, June 13

3:30pm - 5:00pm  Pre-Workshop: Activity-Based Costing
Marie Shubin, EJ Gallo 

Are you always assigned to do more with less resources and funding?  Do you know what it costs to run your department? Where can you be more cost effective without downgrading service? Is your contact center funded by your brands?  How do you charge them – or how do they pay for your services?  Do you know what handling product quality issues costs in your department?  What does it cost to add support for a new brand?  These are some of the questions you can answer using Activity Based Costing.  This program will teach you how to perform simple ABC for your contact center using an Excel spreadsheet and the data from your CRM system.  There will be a pre-session spreadsheet for you to complete and the template will be sent to attendees in advance.

5:00pm - 6:00pm  Welcome Reception 

Thursday, June 14

8:00am - 9:00am  Registration & Continental Breakfast 
9:00am - 9:15am  Welcome
Marjorie Bynum, CAE, SOCAP International
9:15am - 10:00am  Agent Coaching & Metrics
Terri Haffey, Domino's Pizza
Carel Warfield, Aspect
10:00am - 10:15am  Networking Break 
10:15am - 10:45am Quality Tools Without Technology - Could Your Email Scorecard Be Making Agent's Writing Worse?
Leslie O'Flahavan, E-Write
10:45am - 11:30am  Monitoring Tools & Resources
Rhett Parsons, Astute Solutions
Michael Wheaton, Alliant Credit Union
11:30am - 11:45pm  Networking Break
11:45am - 12:30pm 

Multi-Channel Monitoring

  • Pierre Marc, Triad Services - Monitoring for Multi-Channel “Dream Service” –  a QA Case Study & Checklist for the Lottery
12:30pm - 1:15pm  Networking Lunch 
1:15pm - 1:45pm  Using Data to Execute Policy Changes - A Case Study on Training, Empowerment & Gaining Business Insights
Petra Seals, The Northridge Group
1:45pm - 2:15pm 

Creating Quality Programs Using Psychometrics
Neal Eggers & Craig S. Antonucci, BPA Quality

2:15pm - 3:00pm  Quality Roundtables
3:00pm - 3:15pm  Wrap Up

SOCAP's 2018 Quality Monitoring Workshop Cancellation Policy

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $100 per registration will be charged on refunds received on or before May 25, 2018. No cancellations or refunds after May 25, 2018. Substitutions will be gladly accepted at no charge until May 25, 2018. A $100 fee per registration will be charged on any substitutions made after May 25, 2018. Registration transfers to future meetings will not be accepted.

Photography Notice
Be aware that by participating in SOCAP’s Quality Monitoring Workshop, 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.