SOCAP International

SOCAP International SOCAP International is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business.

Operating as usual

Have you responded to our new benchmarking survey? All it takes is 4 minutes! Please respond by Oct. 9.https://bit.ly/3i...
10/02/2020

Have you responded to our new benchmarking survey? All it takes is 4 minutes! Please respond by Oct. 9.

https://bit.ly/3i6yMDQ

09/29/2020
ReImagine Video 2

Great news! The $75 discount on the Re-Imagine Virtual full conference registration has been extended until Oct.!
SOCAP members can register for only $324, non-members, $524.
https://www.reimaginecc.org

New Benchmarking Survey-Your Input Requested on remote onboarding and training.  Please respond by Oct. 9. https://bit.l...
09/25/2020

New Benchmarking Survey-Your Input Requested on remote onboarding and training. Please respond by Oct. 9.

https://bit.ly/3i6yMDQ

Tomorrow is the last day to save $75 on full registration for the Re-Imagine Virtual Customer Care Conference, Oct. 14, ...
09/24/2020

Tomorrow is the last day to save $75 on full registration for the Re-Imagine Virtual Customer Care Conference, Oct. 14, 21, 28 and Nov. 2.

Wondering why you should attend? Lisa Diehl, Blue Diamond Growers and SOCAP Board Chair, will convince you!

https://youtu.be/F97SqS29mvA

There's still time to register for tomorrow's webinar! Free for SOCAP members, $99 for non-members. https://bit.ly/3hkKZ...
09/23/2020

There's still time to register for tomorrow's webinar! Free for SOCAP members, $99 for non-members. https://bit.ly/3hkKZ7s

There still time to register for tomorrow's webinar.  It's free for SOCAP members, $99 for non-members. Details: https:/...
09/23/2020

There still time to register for tomorrow's webinar. It's free for SOCAP members, $99 for non-members. Details: https://bit.ly/3hkKZ7s

Free webinar for SOCAP members!Join us this Thursday for Scaling in Times of Crisis. Find out how Fair Trade Outsourcing...
09/21/2020

Free webinar for SOCAP members!

Join us this Thursday for Scaling in Times of Crisis. Find out how Fair Trade Outsourcing's business model has set a new standard for successful scalability and the positive impact it made on its employees and the community in general.

Free for SOCAP members, $99 for non-members.

Register today!

https://bit.ly/3hkKZ7s

A new survey by Adzooma found 55.7% of people would unfollow a brand because of the way they spoke online. The research ...
09/21/2020
Customers Prefer Brands with a Friendly Voice on Social Media - Small Business Trends

A new survey by Adzooma found 55.7% of people would unfollow a brand because of the way they spoke online. The research tried to show what customers actually feel about brands with strong personalities and how it would influence their purchasing decisions.

A new survey from Adzooma shows most customers prefer brands that speak with a friendly voice on their social media channels.

09/17/2020

Fill your Fall schedule with customer care programming from SOCAP!

Re-Imagine Virtual offers an outstanding opportunity to come together with other customer care professionals to share new ideas, network and gain actionable insights.

https://www.reimaginecc.org/

Consumers expect businesses to provide first-rate experiences, so it is important that companies know the difference bet...
09/17/2020
Customer success vs. customer support: What's the difference?

Consumers expect businesses to provide first-rate experiences, so it is important that companies know the difference between customer support and customer success.

To achieve exceptional customer experience, businesses must make it a companywide effort and have strong customer success and customer support teams. It is important for businesses to understand the differences between these terms.

Next week, join us for a discussion about Scaling in Times of Crisis. The presenter will provide actionable recommendati...
09/16/2020

Next week, join us for a discussion about Scaling in Times of Crisis. The presenter will provide actionable recommendations you can apply to your daily operations. Free for SOCAP members, $99 for non-members.

https://bit.ly/3hkKZ7s

Get ready for four-weeks of inspiring learning at Re-Imagine Virtual—the intersection of customer care professionals, id...
09/14/2020

Get ready for four-weeks of inspiring learning at Re-Imagine Virtual—the intersection of customer care professionals, ideas, research, and technologies that fuel a fully integrated approach to the customer experience. Engage with top global brands and leading business partners on critical topics and gain valuable insights to help you manage in today’s business environment.

Register by September 25 and save $75 on Full Conference registration! https://www.reimaginecc.org/

New virtual learning opportunity coming Sept. 24. Join us for a dynamic discussion with Fair Trade Outsourcing. Free for...
09/11/2020

New virtual learning opportunity coming Sept. 24. Join us for a dynamic discussion with Fair Trade Outsourcing. Free for SOCAP members!

https://bit.ly/3hkKZ7s

The abstract idea of “success” may be the most important idea in business: the fuzzy notion that motivates millions of c...
09/09/2020
Our definition of ‘success’ is holding business back—it’s time for a new one

The abstract idea of “success” may be the most important idea in business: the fuzzy notion that motivates millions of choices, careers, and dreams. But for all the energy applied in its pursuit, there’s little energy applied in contemplating the destination.

Old success was selfish and short-lived; new success must be shared and sustaining.

Customer service is becoming increasingly challenging for many different businesses. That’s largely because customers no...
09/03/2020
4 Useful tools to help you transform your customer service | CustomerThink

Customer service is becoming increasingly challenging for many different businesses. That’s largely because customers now use a variety of channels to communicate with brands and they expect better, faster service at the same time.

https://customerthink.com/4-useful-tools-to-help-you-transform-your-customer-service/

4 Useful tools to help you transform your customer service By Lilach Bullock - September 2, 2020 0 65 views Tweet Customer service is becoming increasingly challenging for many different businesses. That’s largely because customers now use a variety of channels to communicate with brands and they ...

Thank you, sponsors, for helping make our virtual event successful!
09/02/2020

Thank you, sponsors, for helping make our virtual event successful!

Great SOCAP discussion today with Pepsi, General Mills, Kellogg and Purina Nestle on responding to public social media c...
09/02/2020

Great SOCAP discussion today with Pepsi, General Mills, Kellogg and Purina Nestle on responding to public social media campaigns at our Consumer-Packaged Goods Virtual Summit. #customercare #CPG

Day 2 of the CPG Virtual Summit is underway with an in-depth discussion about responding to social media campaigns. Than...
09/02/2020

Day 2 of the CPG Virtual Summit is underway with an in-depth discussion about responding to social media campaigns. Thank you to our panelists!

Thank you to all of the brand representatives who are participating in today's Facilitated Roundtable Discussions at the...
09/01/2020

Thank you to all of the brand representatives who are participating in today's Facilitated Roundtable Discussions at the CPG Virtual Summit.

Live today! The CPG Virtual Summit is taking place, with nearly 70 attendees participating in important discussions abou...
09/01/2020

Live today! The CPG Virtual Summit is taking place, with nearly 70 attendees participating in important discussions about today's most critical topics.

Starting tomorrow, network with top brands at the Consumer Packaged Goods (CPG) Virtual Summit. There's still time to re...
08/31/2020

Starting tomorrow, network with top brands at the Consumer Packaged Goods (CPG) Virtual Summit. There's still time to register! https://bit.ly/3jpRLu4

Re-Imagine Virtual, the premier conference for customercare professionals, invites you to submit topics for presentation...
08/28/2020

Re-Imagine Virtual, the premier conference for customer
care professionals, invites you to submit topics for presentations. Submit your ideas by Sept. 11!

https://www.reimaginecc.org/

One week from today, the CPG Virtual Summit brings today's leaders and top conversations to you! Register today and be p...
08/25/2020

One week from today, the CPG Virtual Summit brings today's leaders and top conversations to you! Register today and be part of the conversations!

https://bit.ly/3hEKpCs

One week from today, speakers from well-known brands will participate in the Consumer Packaged Goods Virtual Summit. Reg...
08/25/2020

One week from today, speakers from well-known brands will participate in the Consumer Packaged Goods Virtual Summit. Register today and be part of their inspiring conversations.
https://bit.ly/3hEKpCs

Thank you for being part of the SOCAP International community. We know everyone is facing new and unexpected challenges....
08/24/2020

Thank you for being part of the SOCAP International community.

We know everyone is facing new and unexpected challenges. You’re committed to continuing to best serve your customers and stakeholders, and we’re committed to helping you.

Your SOCAP membership gives you access to exclusive industry insights and best practices, registration discounts to events including our upcoming CPG Virtual Summit, online professional development, and community and network-building opportunities all designed to expand your knowledge, enhance your skills and keep you current.

Make sure your member profile is up-to-date, and renew your SOCAP membership to prevent any disruption to your member benefits.

These eight entrepreneurs from Ad Age Collective have become quite adept at spotting emerging trends and picking out the...
08/20/2020
8 emerging e-commerce trends marketing experts are excited about

These eight entrepreneurs from Ad Age Collective have become quite adept at spotting emerging trends and picking out the most exciting ones from the bunch. We asked them about the most recent emerging trends in e-commerce that we should be aware of. Their responses are below.

These trends are making a big splash in the advertising and marketing industry.

https://customerthink.com/5-ways-to-elevate-employee-satisfaction-that-boost-customer-satisfaction/
08/17/2020
5 Ways To Elevate Employee Satisfaction That Boost Customer Satisfaction | CustomerThink

https://customerthink.com/5-ways-to-elevate-employee-satisfaction-that-boost-customer-satisfaction/

5 Ways To Elevate Employee Satisfaction That Boost Customer Satisfaction By Anjan Pathak - August 17, 2020 0 41 views Tweet Companies that measure their customer’s satisfaction are more likely to be successful than those who don’t. A company’s original resolution is to provide better customer ...

Among the various things the COVID-19 pandemic has changed, and not for the better, is customer service. Just ask anyone...
08/13/2020
Column: Customer service doesn't have to be this awful

Among the various things the COVID-19 pandemic has changed, and not for the better, is customer service. Just ask anyone who has tried to contact California’s Employment Development Department with questions about unemployment benefits.

Customer service has declined amid the pandemic. It's time for companies to recognize that treating customers better is good business.

"While I am currently working on a new list of digital transformation trends for 2021, I thought we should look back at ...
08/12/2020
The Top 10 Digital Transformation Trends Of 2020: A Post Covid-19 Assessment

"While I am currently working on a new list of digital transformation trends for 2021, I thought we should look back at my 2020 predictions and explore where we are now..."

https://www.forbes.com/sites/danielnewman/2020/08/11/the-top-10-digital-transformation-trends-of-2020-a-post-covid-19-assessment/#ac7cab177b43

Every year, I make my predictions for 10 of the biggest trends in digital transformation. With Covid-19, we saw massive change in a short period of time. In this post we look back at the predictions for 2020, and how the pandemic impacted the adoption of new tech and digital trends.

Customers need and want to talk to call centre agents more than ever for assistance. They are frustrated by longer hold ...
08/11/2020
The importance of conversations in the customer service industry

Customers need and want to talk to call centre agents more than ever for assistance. They are frustrated by longer hold times, slower resolutions, and agents who are unable to quickly glean emotional state and address their needs.

Covid-19 has created intense challenges for customers, customer service, support operations, and agents today. Be it massive spikes in call volume, unexpected pivot to work-from-home models, non-compliance of regulations, revenue and budget cuts, etc. Customers...

What gets in the way of creating a great customer service experience for you and/or your organization?Is it a process th...
08/06/2020
How to Avoid Roadblocks to Great Customer Service - Shep Hyken

What gets in the way of creating a great customer service experience for you and/or your organization?

Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren't properly trained or don't have the right people skills? It's easy to ask yourself these questions and self-diagnose your organization, but have you ever asked your people?

We ask participants to identify the problems and complaints they hear most from both internal and external customers. And ask “How often does this happen?”

CallMiner, a sponsor of CCS Live, released a new research study – Customer Experience Insights from the Pandemic: Brand ...
08/04/2020
Brands Struggle to Address Changing Consumer Behaviors and Needs During the Pandemic

CallMiner, a sponsor of CCS Live, released a new research study – Customer Experience Insights from the Pandemic: Brand Performance, Consumer Preferences and Lessons Learned. The study uncovers how brands responded to the pandemic, the ongoing impact on customer preferences and behavior, and how organizations can leverage newly gained insights to deliver exceptional customer experience now and going forward.

CallMiner, the leading provider of speech and customer engagement interaction analytics, released a new research study – Customer Experience Insights from the Pandemic.

Address

107 S. West Street, Suite 725
Alexandria, VA
22314

Opening Hours

Monday 08:30 - 17:00
Tuesday 08:30 - 17:00
Wednesday 08:30 - 17:00
Thursday 08:30 - 17:00
Friday 08:30 - 17:00

Telephone

(703) 519-3700

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Videos

SOCAP's Vision, Mission and Core Values

Vision

We are a dynamic and collaborative community committed to elevating the standard for service excellence.

Mission

We build community, curate content, and deliver industry insights so that members - at all levels and across all industries - can advance customer care and engagement.

Core Values


  • Caring: We believe in an unwavering commitment to the customer, each other, and in delivering exemplary service.

  • Community: We are an engaging and accessible community of professionals who value, care about, challenge, and trust one another.

  • Innovation: We bring new concepts, tools and solutions through partner collaboration and thought leadership.

  • Leadership: We empower our team, our companies and ourselves and are committed to advancing our industry.

  • Professional Development: We stay ahead of industry trends, share leading-edge information and further your knowledge.
  • Nearby government services


    Comments

    Hello i am in south africa and am looking for a contact in south africa who can help me. I am a pensioner i took out a loan with my bank in order to build wooden cottages on my property, i found a builder but by day three things hadns gone right and i cancelled but now despite reporting to the police to my bank absa to his bank fnb and getting letters of demand fnb will not refund me in fact they are protecting their customer by getting their fraud department to make me apologise to their client . In an email sent to me the fraud specialist said if i didnt get a court order the day before new year which was impossible at that time of year they would release the funds to the client the guy said if i apologised to his client he would finish the work of which he had no intention of doing - so seven weeks i dont have my money and its still in this crooks account i am begging for assistance to get my money back, i live alone lost my dad to alzheimers last year dont get a pension and now this karen
    Not too late to register for the SOCAP at the Brewery event, at Ballast Point Brewery, Long Beach CA. Learn how to make your agents more productive using AI and Actionable data reporting. Why attend? Great speakers/topics, great peer networking, awesome venue overlooking Long Beach Harbor, great lunch and craft beers. Limited to the first 50 registrants. Only 20 spots still open. Register today at
    Join the Southwest Regional Chapter of SOCAP for our SOCAP at the Brewery event, at Ballast Point Brewery, Long Beach CA. Learn how to make your agents more productive using AI and Actionable data reporting. Why attend? Great speakers/topics, great peer networking, awesome venue overlooking Long Beach Harbor, great lunch and craft beers. Limited to the first 50 registrants. Register today at
    Join the Southwest Regional Chapter of SOCAP for our SOCAP at the Brewery event, at Ballast Point Brewery, Long Beach CA. Learn how to make your agents more productive using AI and Actionable data reporting. Why attend? Great speakers/topics, great peer networking, awesome venue overlooking Long Beach Harbor, great lunch and craft beers. Limited to the first 50 registrants. Register today at http://bit.ly/2z537hH
    A full SOCAP day...hiking, networking, new friends. ❤️ This organization!
    Happy 12 year work anniversary to Marjorie B...thanks for all the hard work and commitment over the years to SOCAP and a very special thanks for reminding us all about the WHY we do what we do everyday in this crazy world we call Consumer Affairs.
    Here we are in Baltimore at the all new SOCAP Professional Development Symposium. This agenda is packed with awesome speakers and I can’t wait.
    Discussions at the 9th Sankalp Global Summit will focus on identifying and setting new 'social defaults'. What are social defaults? How will they impact our lives in the foreseeable future? How exactly will they take us towards equity for all? Join us to discuss and debate. Register now ow.ly/UErW30fX2UU #SankalpGlobalSummit2017 #WisdomWedneday #WhyDoSankalp #socialdefaults #futureofwork #futureoffood #healthcare