SOCAP International

National Conference Presentations

Advancing the CX Through Next Generation Learning

04/16/2019
We hear from leading CPG and Retailers that our agents just don’t get our products, brand or services. It’s no wonder, the digital generation learns differently, and the traditional training curriculums fall short. Arise wants to take you on a journey of higher learning that combines Virtual Instructor Led Learning, Online Self-Paced Learning and Online Continuous Learning to show you how this new approach to learning can better equip agents for production, decrease learning time, improve the customer experience and combat program attrition. Our Learning Platform has won awards across the industry and is a game changer.
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Artificial Intelligence: Lessons Learned from Early Adopters

04/15/2019
Artificial Intelligence (AI) is a hot topic in every industry and sector these days, but many customer care professionals are still assessing and looking for case studies from early adopters. WellPet and Blue Diamond Growers have moved beyond chat bots and messenger type applications to using AI for internal QA auditing. Presenters will share the lessons learned from implementation from making the business case to how they are using the data and demonstrating value.
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Customers Don't Care About Checklists: Rethinking Your Quality Scorecards

04/15/2019
Traditional QA forms are the cornerstone of most companies’ quality of service measures. But how do you know if what you’re measuring is important to your customers? Research shows quality assurance scores are not correlated with customer satisfaction, yet we continue to confuse QA results with customer experience. Travelzoo threw out its legacy QA checklist and devised a new approach – with just six simple questions and no agent scoring — that aligns its quality results with the customer experience and provides a more accurate view of agent performance. In this session, we will reveal how this change is improving the customer experience and puts agents in control of their pay for performance system.
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Fueling Customer Service with Data Confidence

04/16/2019
The University of Louisville is continually transforming their business operations and workflow processes by leveraging data and analytics to elevate service in order to improve the overall customer experience for both their staff and their students. In this session, Melissa Long Shuter (University of Louisville) and Kim Towle (Zendesk) will share how the University is providing responsive digital methods of working that is backed by data – while consistently maintaining the highest level of customer service. Learn how the Business Operations team has transformed the areas of Customer Service, Human Resources, and Financial Team processes in a data-driven organization to help improve overall workflow and top line operations.
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Getting the Most Out of Quality Monitoring

04/15/2019
Most monitoring is focused on the front line and measures compliance. As a result, CSRs fear evaluation and fail to take risks or innovate. Creation of a can-do, risk taking environment depends on job description, training, measurement, recognition and supervisor behavior. Further, monitoring data should be combined with survey and operational data at the issue level across CSRs. Finally, those monitoring should also focus on response rule enhancement and prevention of problems and process improvement across the entire company. Goodman will lay out a framework and Benn will describe where Nestlé is on the journey outlined which has achieved record levels of satisfaction in some areas. Both will also address how the Brand monitors the monitoring of the outsourcer.
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Hands-Down Innovation: Novel Application of Mature Technologies

04/15/2019

Discover how you can use what was intended as a customer facing chat tool to increase first call resolution, agent effectiveness and drive higher CSAT in your Engagement Center.

Takeaways:

  • Flexibility – Live Help Now allows Team Leads to assist advocates from any location. That means a veteran team is able to help advocates navigate customer interacts on a real-time basis whether they 25 feet or 450 miles away.
  • Analytics – The tool allows us to determine which Team leads are most effective and most productive. It also reveals trends and identifies outliers — advocates who are asking too many questions and need coaching.
  • Time Management – LHN allows our Team Leads to manage their time more effectively. Instead of running over to an advocate who is raising a hand, they can answer questions at their own stations. This increases agent satisfaction because they are getting effective, timely answers.
  • Feedback – Advocates have the option to complete a survey at the end of every interaction, which allows us to gauge how the advocates are feeling about specific questions, issues, answers, and leaders.

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Ratings and Reviews - How are Companies Coding and Reporting?

04/15/2019
Presented by Jill DeLong, Customer Relations Analyst for Hershey Company and Josh Maldonado of Bazaar Voice.

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Resolving the Riddle of Retention

04/16/2019
The average contact center attrition reported by ICMI was at 33% in 2017, up from 29% reported in 2016. Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers. The downside of a strong economy is low unemployment and job shortages. A strong economy doesn’t directly cause contact center attrition, but it does provide employees and agents options that may not exist in a weaker economy. This element of choice, though, will magnify any internal issues and challenges that may exist in your contact center which can contribute to staff attrition. In this session, we will examine issues and challenges we have observed in client contact centers and discuss strategies and resources that can factor into improved performance and retention.
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Transforming the Traditional Agent Scorecard

04/16/2019

Learn how Groupon is leading the way in transforming QA reporting from an agent-level performance tool to a business-level analysis and insights system. Hear first-hand how they are using quality assurance data to change critical business policies and procedures that are improving the customer experience.

Takeaways – what you’ll learn:

  • How Groupon is using COPC QA best practices to up their QA game
  • Why QA is no longer on the Groupon Scorecard
  • How Groupon is tracking individual agent performance separately from business processes that impact customer satisfaction
  • How Operations Team Leads and Quality Management Teams measure independent metrics and stay calibrated
  • How the Reveal CX quality management tool supports Groupon’s QA transformation

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Using Customer Insights to Improve Business Performance in the Contact Center and Beyond

04/15/2019

This session will provide case study examples on leveraging consumer insights tools and technologies to improve CX.  The session will discuss the role of survey research, transcription, coding, artificial intelligence, and speech analytics in the CX insights toolbox.

Takeaweays:

  • The role of the contact center can and should be elevated as a result of the rich customer and business insights that it can provide.
  • Advancements in technology allow researchers to dig below the surface to find out WHY consumers are thinking and feeling the way they do.

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Wake Up SOCAP! Your Time Is Now!

04/16/2019
NAP’S OVER!  YOUR TIME IS NOW!
Unlocking Brand Value in the Concierge Economy
Rarely has there been a more opportune time for Consumer Affairs to move center stage.  CMOs are obsessed with “1st party data.”  CEOs riff about “personalization at scale.   ECommerce leads tout service as “must win.” Innovation leaders tout digital concierges like Alexa, Google Assistant, and smart refrigerators.  Then again, is Consumer Affairs leading, lagging, or napping on the sidelines?  Pete Blackshaw, former head of Digital (including global consumer services) for Nestle Worldwide, and author of “Satisfied Customers Tell Three Friends, Angry Customers Tell 3000” (Doubleday) will insist that service leaders sprint to the drivers seat of this “concierge economy” in order to unlock brand and enterprise value.

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