SOCAP International


  • February SOCAP Scoop

    Posted on: 02/20/2018

    Keynote Spotlight: Q&A with Jeanne Bliss, President of CustomerBliss

    Jeanne BlissAs a pioneer of the CCO role, how do you encourage other leaders in organizations to promote the importance of the customer experience?

    One of the first things we do is “customer math.” It’s significant how many companies don’t do this. Customer math is the non-refutable mathematics of incoming customers (volume and value) with lost customers (volume and value) subtracted from it. That equation is your net customer asset growth. This is the true number that indicates if the company earned the right to grow by delivering an experience customers want to repeat again.

    To learn more great insights from Jeanne, register now for SOCAP's 2018 Professional Development ForumApril 22-25 in Baltimore, MD.


    listen-to-podcastListen to SOCAP's Latest Podcast: Leadership and Culture

    Take a listen to our interview with Max Brown, Executive Coach, Trainer, Author and Keynote Speaker at SOCAP's 2018 Professional Development Forum, on leadership and culture. Learn what Leadership Vertigo is and what the biggest misconceptions are about being a leader.


    Upcoming Events

    Don't miss out on these upcoming opportunities with SOCAP:

    Chapter Events

    National Events

    Webinars And Online Learning

    Sponsorship Information

    Welcome New Members

    • Clayton Householder, Student Member - Dallas/Fort Worth Chapter
    • Juanita McMath, The University of Alabama - Georgia Chapter
    • Lee Maxon, Nike, Inc. - Northwest Regional Chapter
    • Theresa Horne, The Gorilla Glue Company - Ohio Chapter
    • Rosetta Lue, Veterans Administration - Washington, DC Chapter
  • January SOCAP Scoop

    Posted on: 01/25/2018

    Your January SOCAP Scoop
    SOCAP's 2018 Professional Development Forum

    Register Now to Save with Early Bird Rates Through March 16!

    Join hundreds of customer care professionals, April 22-25 in Baltimore, MD, for SOCAP's 2018 Professional Development Forum (formerly the Symposium).

    Participate in workshops with a focus on professional development and continuous improvement. The Forum is structured to provide interactive learning for customer care professionals at all career levels:

    • Track I: Entry-Level (5 years or less)
    • Track II: Mid-Level (5-10 years)
    • Track III: Senior-Level (10+ years)
    • Track IV: Executive Leadership Track (For the most senior leaders in customer care) 

    Check out full agenda details here.


    focusSOCAP's New Mission, Vision and Core Values

    Check out our new Mission, Vision and Core Values here.

    Also, learn about SOCAP's focus areas for 2018.

    Upcoming Events

    Don't miss out on these upcoming opportunities with SOCAP:

    Chapter Events

    National Events

    Webinars And Online Learning

    Sponsorship Information

    Your Community

    door prize

    Renewal Contest Winners

    Congratulations to our Membership Renewal Contest winners:

    • Grand Prize Winner - Free Conference Registration to the Professional Development Forum: Sandra Hofer, Sun Rype Products

    • Second Place Winner - Suite upgrade at the Hyatt Regency during the Forum: Martha Burwell, Michelin

    • Third Place Winner - $25 Visa Gift Card: Camille Judge, Cincinnati Bell

    It's not too late to renew your membership for 2018! Don't miss out on all of the great benefits of being a part of our caring community of customer care professionals.

    Welcome New Members

    • John Grant, EmTeeGee Partners - Great Lakes Chapter
    • Jim Lal, Eventus Solutions Group - Northwest Regional Chapter
    • Monica Tarr, Bennett Bay Consulting - Northwest Regional Chapter
    • Ana Bello, KAZ - New England Chapter
    • Claire Zabel, Schreiber Foods - Wisconsin Chapter
    • Kendall Sampson, Clarabridge, Inc. - Washginton, DC Chapter
    • Andrew Yudin, GC Services - Northwest Regional Chapter
    • Rene Andringa, GC Services - Great Lakes Chapter
    • Collin Taylor, The Taylor Reach Group, Inc. - Canada Community
    • Victoria Beebe, NBTY Inc. - New York Metro Chapter
    • Marilyn Suttle, Suttle Enterprises LLC - Great Lakes Chapter
    • Catherine Schwab Wildi, Mondelez International - Chicago Chapter
    • Brian Emmerton, Aramark Corporation - Canada Community
    • Andrew Bates, Conduit Global - New York Metro
  • December SOCAP Scoop

    Posted on: 12/07/2017

    Your December Scoop
                                      2017 Year In Review

    Thanks for another great year!

    As we wrap up 2017, we would like to thank you for being a valued member of SOCAP. As a member, you are a part of our caring community of over 2,500 leaders who share your commitment to promoting innovation, professional development and thought leadership to advance customer care and engagement.


    Don't forget to renew your membership so you can continue to enjoy the benefits of SOCAP's dynamic community in 2018! See why other SOCAP members choose to stay a part of our customer care community. Here are some ways to stay engaged with us:

    • Take advantage of the Double Deal by December 31, 2017 to attend both the 2018 Professional Development Forum and Annual Conference at a discounted rate.
    • Submit a webinar proposal for SOCAP's 2018 Webinar Series.
    • Register for SOCAP's 2018 Data Reporting Workshop by December 31, 2017 to receive our early bird discount on your registration.

                                      Holiday Rush

    Is your customer care team ready for the holiday rush? Here are a few article resources to be prepared:

                             2017 By The Numbers
                             By The Numbers 2017
    Your Community

    Congratulations to our SOCAP 2017 Chapter Award Winners!

    2017 CARE Award Winners:

    • Chicago
    • Florida
    • Great Lakes
    • Greater Philadelphia
    • Heartland
    • Indiana
    • Minnesota
    • New England
    • New York Metro
    • Ohio
    • Southwest
    • Wisconsin

    2017 Member Booster Award Winners:

    • Chicago
    • Florida
    • Indiana
    • Ohio
    • Southwest 

    2017 Chapter STAR Award Winners:

    • Tom Asher – Northwest
    • Nathan Bobay – Indiana
    • Ryan Brummond – Heartland
    • Vicky Cherne – Minnesota
    • Lynn Diegel – Chicago
    • Kelly Duffy – Minnesota
    • Beth Evans – Chicago
    • Ryan Gooley – Indiana
    • Terri Haffey – Great Lakes
    • Rich Martin – Great Lakes
    • Tom Rocca – Georgia
    • Rhonda Schalf – Flordia
    • Carla Smith – Florida
    • Jason Smith – Great Lakes
    • Kyle Spittler – Ohio
    • Aaron Taylor – Southwest
    • Michael Wheaton – Chicago 

    Multi-Chapter STAR Award:

    • Chip Rhode 

    Welcome New Members

    New SOCAP Members in December: 

    • Jessica Martin, Ghirardelli Chocolate Company - Northwest Regional Chapter
    • Tiffany Miller, Teleperformance - Southwest Regional Chapter
    • Linda Roskovich, Perdue Farms, Inc. - Washington, D.C. Chapter
    • Robyn Eley, Tillamook County Creamery Association - Northwest Regional Chapter
    • Kyle Lacy, Lessonly - Indiana Chapter
    • Jade Chebli, IO Solutions Call Center, Inc. - Canada Community
  • November SOCAP Scoop

    Posted on: 11/17/2017

    November Scoop

                                                             Double Deal

    Renew Your SOCAP Membership Today to Take Advantage of the Double Deal!

    If you haven't already, renew your SOCAP membership now to get the best savings for 2018! Register for both of SOCAP's 2018 national events by December 31, 2017 at the Double Deal rate of just $2,900 ($1,450 per conference). That's a savings of over 15% so don't miss out!

    This offer is only available for a limited time to current 2018 SOCAP members. Click here to take advantage of this special offer.

    Share Your Knowledge and Insights at SOCAP's 2018 Professional Development Forum (formerly the Symposium), April 22-25 in Baltimore, MD

    Now Accepting Workshop Proposals

    SOCAP's Education Committee is now accepting workshop proposals through Wednesday, December 6, 2017.

    Our 2018 Professional Development Forum will offer deep-dive workshops on a range of relevant topics designed to increase and advance the professional knowledge for customer care leaders at all levels.

    SOCAP's Online Course: Social Media Monitoring and Community Management - December 5 & 12 (2-3pm ET)

    Social NetworksRegister now for this two-part SOCAP Online Course on:

    • Part 1: Tuesday, December 5 (2-3pm ET)
    • Part 2: Tuesday, December 12 (2-3pm ET)

    In this two-part series, PepsiCo and The Hershey Company will help customer care professionals:

    • Learn the fundamentals of social media monitoring and explore appropriate tools and strategies needed for effective social listening and measurement.
    • Learn the importance of building relationships with your consumers and growing brand love.

    Registration Rates:

    • SOCAP Member: $170
    • Non-Member: $240


    Your Professional Development

    SOCAP's 2018 Professional Development Forum

    SOCAP's 2018 Professional Development Forum

    SOCAP’s new 2018 Professional Development Forum (formerly the Symposium) has been designed to enhance the skill sets of customer care professionals at different levels. The Forum is structured to provide interactive learning experiences that will immerse attendees in specialized content with a focus on continuous improvement. Workshop tracks at the Forum are organized by years of experience in customer care:

    • Track I: Entry Level (5 years or less)
    • Track II: Mid-Level (5-10 years)
    • Track III: Senior-Level (10+ years)

    Learn More

    Submit a Webinar Proposal for SOCAP's 2018 Webinar Series

    Webinar Proposal

    Are you passionate about a trending customer care topic that you want to share with your peers and community?

    SOCAP is currently seeking submissions for our 2018 Webinar Series. We invite you to share your knowledge and expertise on emerging trends, key practices and up-and-coming technology.

    Our webinars are designed to offer members additional education and learning opportunities impacting customer care professionals featuring brand presenters.

    Click here to submit a webinar proposal for 2018.

     Your Community

    Winner of $100 Amazon Gift Card!

    To those who submitted feedback, thank you for rating your experience at our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference! We greatly appreciate the comments received to help us identify ways to improve on future events.

    Deb Riley of McComick & Company is the winner of our drawing for a $100 Amazon Gift Card for completing the evaluation survey. Thank you, Deb! 

    How SOCAP Changed Me

    Check out this blog post from one of our Annual Conference keynote speakers, Johnny Russo of Mark's Corporation, on "How SOCAP Changed Me."

    How SOCAP Changed Me here to read more.

    Welcome New Members

    • John West, Jr., Tyson Foods, Inc. - Chicago Chapter
    • Paul Matson, McDonald's Corp. - Chicago Chapter
    • Diane Staub, Novartis Pharmaceuticals Corp. - New York Metro Chapter
    • Doug Frey, McDonald's Restaurants of Canada - Canada Community
    • Sophie Jason-Holt, Tomboy.Strategic - Northwest Regional Chapter
    • Sandra Lund, Elevated Foresight - Southwest Regional Chapter
    • Guyanne Sauve, Maple Leaf Foods - Canada Community
  • October SOCAP Scoop

    Posted on: 10/31/2017

    October Scoop
                                                 Hotel Del Coronado

    Did you miss our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference?

    Check out the Twitter takeaways from our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference to catch a glimpse of what you missed out on.

    Fall 2017 CRM CoverYour Fall 2017 Digital Issue of CRM Magazine

    Read the latest issue of CRM Magazine.

    In this issue focused on Moving at the Speed of Innovation you will find...

    • Conscious Capitalism: When Company Culture Drives Innovation
    • Commercial Innovation--What It Means for You and Your Company
    • 5 Ways to Dial Up Your Innovation
    • PLUS BONUS CONTENT exclusively in the online edition including podcasts, extra articles and more!

    Click here to read your Fall 2017 issue of CRM Magazine now!

    White Papers and Resources on Innovation

    White Papers

    Partnering with some of our Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference business partner sponsors and exhibitors, SOCAP is pleased to provide new white papers and resources to our members:

    • A Headset is No Longer Just a Headset!
    • A Quick Guide to Modernizing Customer Service
    • Achieving Digital Maturity
    • Are You Invisible?
    • Building an Innovation Process
    • Agents & Chatbots: Better Together!
    • 15 Ways to Ensure Your Brand is Ready to Engage the Mobile Consumer
    • Combining the Best of Human and Machine Intelligence
    • Consumer Engagement Trends: 4 Emerging Channels to Watch
    • Glossary of AI Terms
    • There's a Bot For That: The Rise of Artificial Intelligence on the Internet

    24-7 Intouch

    Your Professional Development

    Online Course - Email Writing Masterclass

    email writing masterclassNovember 7 & 14 (2-3pm ET)

    Register now for this two-part SOCAP Online Course on:

    • Part 1: Tuesday, November 7 (2-3pm ET)
    • Part 2: Tuesday, November 14 (2-3pm ET)

    This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and decision-makers in their organizations.

    In this workshop, you will develop your own writing skills; it’s not about developing front-line agents’ skills in writing emails to customers.

    • Part 1 of this online course includes hands-on writing activities, so you can learn how to write the subject line and first paragraph as well as how to write mobile-friendly email.
    • Part 2 of this workshop will teach you how to control your tone and build rapport as well as how to write templates to reuse in business email.

    Please note: In order to receive a certificate of completion, you must attend all live sessions, complete a course evaluation and pass a short assessment.


    Webinar - Implementing an Effective Quality Management Process

    Implementing an Effective Quality Management ProcessNovember 9, 2017 (2-3pm ET)

    Curious about how Quality Management can have a positive impact on your business? Learn from UW Valley Medical Center in this case study webinar on Implementing an Effective Quality Management Process.

    Learn from their success as we discuss:

    • Basic building blocks of the quality management process and why they are important
    • Capabilities required to support an effective quality management process
    • Background on Valley Medical and why they decided to invest in quality management
    • What their next steps are as their quality management process matures

    Strong quality assurance is essential for any contact center that values high customer satisfaction. Find out how to implement a successful program within your own organization.

    register Your Community

    Member Magnet Program Winners!

    TeamOur Member Magnet program was a huge success this year! We'd like to congratulate our 2017 Member Magnet winners:

    • Michael Wheaton, Alliant Credit Union - Suite upgrade
    • Darren Prine, Bright Pattern - $100 Amazon gift card
    • Skip Harris, Phone Ware Inc. - $25 Visa gift card
    • Patrick Nicholson, Alta Resources - $25 Visa gift card
    • Karen Vaughn, Nike Inc.  - $25 Visa gift card 
    • Tim Ross, Genesys - $25 Visa gift card 
    • Lynn Diegel, The Clorox Company - $25 Visa gift card

    Welcome New Members

    • Nick Jiwa, CustomerServ - Houston Chapter
    • Laurie Miller, Cask - Southwest Regional Chapter
    • J. Scharisse Mejia, Robert Bosch Tool Corporation - Chicago Chapter
    • Aleks Bogdanovski, Acquire BPO - Dallas/Fort Worth Chapter
    • MaryClare Deane, Extern Ireland