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.

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Consumer Packaged Goods Forum | Benchmarking ResultsTUE DEC 7, 2021 | 3 – 4:30 ET | A Virtual SOCAP Industry Community E...
11/30/2021

Consumer Packaged Goods Forum | Benchmarking Results
TUE DEC 7, 2021 | 3 – 4:30 ET | A Virtual SOCAP Industry Community Event
Mark your calendars for Dec 7th and join fellow SOCAP members as Kathy McGillivray from Kellogg’s takes us on a deeper dive of the results from our 2021 Benchmarking study. In addition, we will have a robust discussion about Social Media Best Practices. Hear from a panel of your peers from Colgate-Palmolive, Clorox, Hershey's and Danone. We encourage attendees to add further insights from their organizations to enhance the discussion. This is the last chance to participate in the CPG Benchmarking study! The survey will close on Friday, Dec. 3, 2021. Please click here to participate: https://www.surveymonkey.com/r/7Z8S98H

SAVE YOUR SPOT TODAY!
https://www.socap.org/events-education/event/2021/12/07/national-meeting/2021-cpg-forum-benchmarking-results

ATTENDEES WILL RECEIVE A SOCIAL MEDIA BEST PRACTICES HANDOUT & THE CPG BENCHMARKING SURVEY RESULTS!

Consumer Packaged Goods Forum | Benchmarking Results
TUE DEC 7, 2021 | 3 – 4:30 ET | A Virtual SOCAP Industry Community Event
Mark your calendars for Dec 7th and join fellow SOCAP members as Kathy McGillivray from Kellogg’s takes us on a deeper dive of the results from our 2021 Benchmarking study. In addition, we will have a robust discussion about Social Media Best Practices. Hear from a panel of your peers from Colgate-Palmolive, Clorox, Hershey's and Danone. We encourage attendees to add further insights from their organizations to enhance the discussion. This is the last chance to participate in the CPG Benchmarking study! The survey will close on Friday, Dec. 3, 2021. Please click here to participate: https://www.surveymonkey.com/r/7Z8S98H

SAVE YOUR SPOT TODAY!
https://www.socap.org/events-education/event/2021/12/07/national-meeting/2021-cpg-forum-benchmarking-results

ATTENDEES WILL RECEIVE A SOCIAL MEDIA BEST PRACTICES HANDOUT & THE CPG BENCHMARKING SURVEY RESULTS!

11/29/2021

Give the gift of membership this year - to yourself, your staff or your colleagues! There's something special about connecting to others like you within the SOCAP Community! Add it to your wish list & learn more today! https://www.socap.org/membership/why-join-SOCAP

Timeline Photos
11/29/2021

Timeline Photos

Give the gift of membership this year - to yourself, your staff or your colleagues! There's something special about conn...
11/26/2021

Give the gift of membership this year - to yourself, your staff or your colleagues! There's something special about connecting to others like you within the SOCAP Community! Add it to your wish list & learn more today! https://www.socap.org/membership/why-join-SOCAP

Give the gift of membership this year - to yourself, your staff or your colleagues! There's something special about connecting to others like you within the SOCAP Community! Add it to your wish list & learn more today! https://www.socap.org/membership/why-join-SOCAP

Timeline Photos
11/25/2021

Timeline Photos

Timely Topics: Networking in the New Virtual Age | THU DEC 2, 2021 | 4 – 5:30pm EST | A Monthly, Moderated Virtual Discu...
11/23/2021

Timely Topics: Networking in the New Virtual Age | THU DEC 2, 2021 | 4 – 5:30pm EST | A Monthly, Moderated Virtual Discussion

Conversations with people we met while attending professional activities in-person and working together in-office once allowed great opportunities for traditional networking. While the past few years has broadened the scope of those we meet via virtual channels, it has also changed how we are engaging and communicating with others. Join our next Timely Topic as Steve Ruffin, Director of Consumer Care at McKee Foods facilitates a discussion on how SOCAP members like you are staying connected with their teams and making valuable connections in today’s virtual business landscape. Learn something new that you can implement right away! SOCAP Members FREE! | Non-Members $25 Sign up for this session today!

https://www.socap.org/events-education/event/2021/12/02/national-meeting/2021-timely-topics-networking-in-the-new-virtual-age

Timely Topics: Networking in the New Virtual Age | THU DEC 2, 2021 | 4 – 5:30pm EST | A Monthly, Moderated Virtual Discussion

Conversations with people we met while attending professional activities in-person and working together in-office once allowed great opportunities for traditional networking. While the past few years has broadened the scope of those we meet via virtual channels, it has also changed how we are engaging and communicating with others. Join our next Timely Topic as Steve Ruffin, Director of Consumer Care at McKee Foods facilitates a discussion on how SOCAP members like you are staying connected with their teams and making valuable connections in today’s virtual business landscape. Learn something new that you can implement right away! SOCAP Members FREE! | Non-Members $25 Sign up for this session today!

https://www.socap.org/events-education/event/2021/12/02/national-meeting/2021-timely-topics-networking-in-the-new-virtual-age

SOCAP's Writing Workshop Series continues with December topics specifically for CX Leaders & CX Agents:Dec 1 - Leader Se...
11/22/2021

SOCAP's Writing Workshop Series continues with December topics specifically for CX Leaders & CX Agents:

Dec 1 - Leader Series: "Empathy is as Important as Accuracy"

Dec 8 - Agent Series: "10 Ways to Fix Not-Very-Good Tweets to Customers"

Take advantage of price savings by registering for the whole series, including downloaded recordings from past sessions.

Click here for a more robust description and register online! https://www.socap.org/events-education/full-calendar

#SOCAP2021 #SOCAPstrong #CustomerService @Leslie O’Flahavan

Take your career to the next level by getting involved with the SOCAP community. We have new writing workshops, monthly ...
11/17/2021

Take your career to the next level by getting involved with the SOCAP community. We have new writing workshops, monthly virtual meetings & recorded national sessions and more...available right now! Don't wait for your professional development dollars to expire - invest them now before they disappear!

Check out our calendar: https://www.socap.org/events-education/full-calendar

Learn more about membership:
https://www.socap.org/membership/why-join-SOCAP

Take your career to the next level by getting involved with the SOCAP community. We have new writing workshops, monthly virtual meetings & recorded national sessions and more...available right now! Don't wait for your professional development dollars to expire - invest them now before they disappear!

Check out our calendar: https://www.socap.org/events-education/full-calendar

Learn more about membership:
https://www.socap.org/membership/why-join-SOCAP

Due to overwhelmingly positive feedback on the breakout sessions from Fall Symposium, SOCAP is pleased to announce the a...
11/16/2021

Due to overwhelmingly positive feedback on the breakout sessions from Fall Symposium, SOCAP is pleased to announce the availability of individual courses for purchase. Just because you weren’t able to attend the LIVE Symposium, doesn’t mean you can’t attend a session now. Gain knowledge from industry experts on one or more of the following topics or listen in on a session you missed while attending.
Don’t let the sun set on the chance to invest in your professional development by downloading breakout session recordings today!

https://www.socap.org/knowledge-resources/learning-portal/symposium-breakout-session-recordings

Due to overwhelmingly positive feedback on the breakout sessions from Fall Symposium, SOCAP is pleased to announce the availability of individual courses for purchase. Just because you weren’t able to attend the LIVE Symposium, doesn’t mean you can’t attend a session now. Gain knowledge from industry experts on one or more of the following topics or listen in on a session you missed while attending.
Don’t let the sun set on the chance to invest in your professional development by downloading breakout session recordings today!

https://www.socap.org/knowledge-resources/learning-portal/symposium-breakout-session-recordings

Webinar: The Crucial Role of Technology in the Life of a Contact Center Manager NOV 18, 2021 |12 – 1:30pm ET| Sponsored ...
11/15/2021

Webinar: The Crucial Role of Technology in the Life of a Contact Center Manager
NOV 18, 2021 |12 – 1:30pm ET|

Sponsored by NobelBiz

Optimizing the human element for a better contact center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch. In this webinar, Ryan Peters, Director of Contact Center Transformation with NobelBiz will look specifically at how to best optimize the manager's relationship with technology to yield organic growth and sustainable results both for inbound and outbound contact centers. Join us for this FREE session and learn how to organize the perfect supervisor dashboard as well as inbound & outbound tips and tricks for contact center managers. Members FREE | Non-Members $25 SAVE YOUR SPOT TODAY! https://www.socap.org/events-education/event/2021/11/18/national-meeting/webinar-the-crucial-role-of-technology-in-the-life-of-a-contact-center-manager

#SOCAP2021 #SOCAPstrong #CustomerService @NobelBiz

Webinar: The Crucial Role of Technology in the Life of a Contact Center Manager
NOV 18, 2021 |12 – 1:30pm ET|

Sponsored by NobelBiz

Optimizing the human element for a better contact center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch. In this webinar, Ryan Peters, Director of Contact Center Transformation with NobelBiz will look specifically at how to best optimize the manager's relationship with technology to yield organic growth and sustainable results both for inbound and outbound contact centers. Join us for this FREE session and learn how to organize the perfect supervisor dashboard as well as inbound & outbound tips and tricks for contact center managers. Members FREE | Non-Members $25 SAVE YOUR SPOT TODAY! https://www.socap.org/events-education/event/2021/11/18/national-meeting/webinar-the-crucial-role-of-technology-in-the-life-of-a-contact-center-manager

#SOCAP2021 #SOCAPstrong #CustomerService @NobelBiz

Timeline Photos
11/13/2021

Timeline Photos

Timeline Photos
11/11/2021

Timeline Photos

Supervisor Spotlight Series: Successful Supervision in the Hybrid WorldTHU NOV 18, 2021 | 1 – 2pm CT | A Central Region ...
11/10/2021

Supervisor Spotlight Series: Successful Supervision in the Hybrid World

THU NOV 18, 2021 | 1 – 2pm CT | A Central Region Virtual Event

Supervising agents in today’s hybrid contact centers is more complex than ever – from quality monitoring to constructively delivering performance feedback. Join SOCAP’s Central Region for the second virtual session of their Supervisor Spotlight Series to hear from industry expert, Rick Zayas, VP of CX Strategy & Performance Improvement at COPC. Rick will share insight for contact center managers & supervisors on how to successfully adapt in the evolving CX world. This moderated conversation will be casual and informative – hear how your SOCAP peers are approaching this topic and leave the meeting feeling empowered with new ideas you can incorporate right away. Members FREE | Non-Members $25 SAVE YOUR SPOT NOW! https://www.socap.org/events-education/event/2021/11/18/chapter-meeting/2021-central-region's-supervisor-spotlight-series-(2)-successful-supervision-in-the-hybrid-world

#SOCAP2021 #SOCAPstrong #CustomerService

Supervisor Spotlight Series: Successful Supervision in the Hybrid World

THU NOV 18, 2021 | 1 – 2pm CT | A Central Region Virtual Event

Supervising agents in today’s hybrid contact centers is more complex than ever – from quality monitoring to constructively delivering performance feedback. Join SOCAP’s Central Region for the second virtual session of their Supervisor Spotlight Series to hear from industry expert, Rick Zayas, VP of CX Strategy & Performance Improvement at COPC. Rick will share insight for contact center managers & supervisors on how to successfully adapt in the evolving CX world. This moderated conversation will be casual and informative – hear how your SOCAP peers are approaching this topic and leave the meeting feeling empowered with new ideas you can incorporate right away. Members FREE | Non-Members $25 SAVE YOUR SPOT NOW! https://www.socap.org/events-education/event/2021/11/18/chapter-meeting/2021-central-region's-supervisor-spotlight-series-(2)-successful-supervision-in-the-hybrid-world

#SOCAP2021 #SOCAPstrong #CustomerService

Introducing SOCAP's Writing Workshop Series with two distinct tracks developed specifically for CX Leaders and CX Agents...
11/08/2021

Introducing SOCAP's Writing Workshop Series with two distinct tracks developed specifically for CX Leaders and CX Agents.

The Leadership series begins Nov 9th with our first workshop, "Your Chatbot Needs Better Small Talk" and continues with monthly sessions through Mar 2022.

The Agent series starts Nov 10th focused on "20 Ways to Express Empathy to Stressed Out Customers" and continues monthly through Mar 2022.

Save by registering for the entire series or select individuals workshops for different members of your team to attend.

FOR DETAILS ON EACH WORKSHOP & SOCAP's FULL CALENDAR, CLICK HERE: https://www.socap.org/events-education/full-calendar

#SOCAP2021 #SOCAPstrong #CustomerService @Leslie O'Flahavan

Webinar: The Crucial Role of Technology in the Life of a Contact Center Manager NOV 18, 2021 |12 – 1:30pm ET| Sponsored ...
11/05/2021

Webinar: The Crucial Role of Technology in the Life of a Contact Center Manager
NOV 18, 2021 |12 – 1:30pm ET|

Sponsored by NobelBiz

Optimizing the human element for a better contact center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch. In this webinar, Ryan Peters, Director of Contact Center Transformation with NobelBiz will look specifically at how to best optimize the manager's relationship with technology to yield organic growth and sustainable results both for inbound and outbound contact centers. Join us for this FREE session and learn how to organize the perfect supervisor dashboard as well as inbound & outbound tips and tricks for contact center managers. Members FREE | Non-Members $25 SAVE YOUR SPOT TODAY! https://www.socap.org/events-education/event/2021/11/18/national-meeting/webinar-the-crucial-role-of-technology-in-the-life-of-a-contact-center-manager

#SOCAP2021 #SOCAPstrong #CustomerService @NobelBiz

Webinar: The Crucial Role of Technology in the Life of a Contact Center Manager
NOV 18, 2021 |12 – 1:30pm ET|

Sponsored by NobelBiz

Optimizing the human element for a better contact center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology. In a sense performance-oriented contact centers can be seen as living organisms, brimming with life, combining intricate technologies with a human touch. In this webinar, Ryan Peters, Director of Contact Center Transformation with NobelBiz will look specifically at how to best optimize the manager's relationship with technology to yield organic growth and sustainable results both for inbound and outbound contact centers. Join us for this FREE session and learn how to organize the perfect supervisor dashboard as well as inbound & outbound tips and tricks for contact center managers. Members FREE | Non-Members $25 SAVE YOUR SPOT TODAY! https://www.socap.org/events-education/event/2021/11/18/national-meeting/webinar-the-crucial-role-of-technology-in-the-life-of-a-contact-center-manager

#SOCAP2021 #SOCAPstrong #CustomerService @NobelBiz

Timely Topics: The Resurgence of QR CodesDATE CHANGE! | THU NOV 11, 2021 | 4 – 5:30pm ET | A Monthly, Moderated Virtual ...
11/04/2021

Timely Topics: The Resurgence of QR Codes

DATE CHANGE! | THU NOV 11, 2021 | 4 – 5:30pm ET | A Monthly, Moderated Virtual Discussion

QR codes have seen a rise in usage since the pandemic, often due to company efforts to be “contact-less” but still deliver information seamlessly to customers. However, some companies have adopted QR codes as a marketing activity or a direct communication strategy, unrelated to the pandemic. Timely Topics provides a forum for you to talk with your peers to understand who is using QR Codes in their contact communications? What are brands linking it back to? Is it replacing another communication channel? Where are QR codes being utilized? What industries have been adopting them? This open forum discussion will be moderated by Tara Bischoff, Director of Consumer Care at Freshpet. Members FREE! | Non-Members $25 SAVE YOUR SPOT TODAY! https://www.socap.org/events-education/event/2021/11/11/national-meeting/timely-topics-the-resurgence-of-qr-codes

#SOCAP2021 #SOCAPstrong #CustomerService

Timely Topics: The Resurgence of QR Codes

DATE CHANGE! | THU NOV 11, 2021 | 4 – 5:30pm ET | A Monthly, Moderated Virtual Discussion

QR codes have seen a rise in usage since the pandemic, often due to company efforts to be “contact-less” but still deliver information seamlessly to customers. However, some companies have adopted QR codes as a marketing activity or a direct communication strategy, unrelated to the pandemic. Timely Topics provides a forum for you to talk with your peers to understand who is using QR Codes in their contact communications? What are brands linking it back to? Is it replacing another communication channel? Where are QR codes being utilized? What industries have been adopting them? This open forum discussion will be moderated by Tara Bischoff, Director of Consumer Care at Freshpet. Members FREE! | Non-Members $25 SAVE YOUR SPOT TODAY! https://www.socap.org/events-education/event/2021/11/11/national-meeting/timely-topics-the-resurgence-of-qr-codes

#SOCAP2021 #SOCAPstrong #CustomerService

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We had the honor of presenting our latest innovation at SOCAP International! Our new Voice of Customer (VoC) solution, now offers Decision AI that elevates the customer experience to new heights. Our customers can now leverage pre-packaged managed survey frameworks to help marketing, digital, product, ecommerce, and social media teams measure campaign effectiveness, gather feedback, identify product trends, and amplify shopping experiences.
We're incredibly fortunate to be a part of this year's SOCAP International's 2021 Symposium, including discussions surrounding the combination of CX and technology! #altaresources #emerginghorizons #customerexperience
Hear from keynote speaker Waldo Waldman about the SOCAP "Emerging Horizons 2021" event on 17th-20th October. #socapsymposium #socap2021 SOCAP International Rob Waldo Waldman Neal Topf To register for the event, click on the below link:- https://www.socap.org/2021-socap-symposium To listen to the full interview with Waldo, click on the below link https://open.spotify.com/episode/038pFgucTryFycjenp1p7M?si=99f4b78ea39545c3
To support SOCAP International's upcoming Symposium event, Emerging Horizons (https://lnkd.in/gqssd4NC), Fireside Chats Without The Fires (the official podcast for the event), is very proud to have the amazing Rob Waldo Waldman on the show to talk with Neal Topf. Rob Waldo Waldman briefly explains what people can expect from his keynote speech at the event, also, he explains what being a fighter pilot taught him about #CX as well as explaining what #customerexperience means to him. This you will want to hear! Podcast link: https://apple.co/3zCjmjx Youtube Link: https://lnkd.in/dNBb5zGS
Join Neal Topf and Steve Sedlak for a walk down memory lane as Steve recounts his CX story. Hear how Steve's background in contact centers and airlines helped shaped his understanding of CX and how important is it to make the customer experience frictionless and the front-line agents' job easy, sounds simple, right? Steve also discusses how, since the 1980s, the CX world has been on a journey of self-discovery, with key metrics being labeled differently and how now, as businesses start to come out of the pandemic, is the best time to be involved in CX. In a highly personal interview, Steve explains the important role that SOCAP International played in his professional and personal journey. With deal feeling, Steve shares how the relationships he built in SOCAP and the ability to give back to the community really shaped him as a person. Podcast link: https://apple.co/3xa5dtq --- Southwest Airlines Shep Hyken Micah Solomon SBM Life Science Lisa Diehl
Join Dave Romero Thursday at 11:30 EST for “Virtual Realities — How to Have Fun and Great Success Managing, Motivating and Training Virtual Teams" hosted by SOCAP International! He'll share inspiring training ideas and examples to upskill and motivate your virtual teams. Register using the link below! #socapinternational #virtualtraining
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
Luis Galindo (left), Sr. Business Representative for CCSI having a great time at the SOCAP International Southwest Regional Chapter Holiday Event at Fullerton, CA. Learn more about the event>> https://lnkd.in/eCdg8WE #customerexperience #CCSI
Call Center Services International Sponsors the SOCAP International Southwest Regional Chapter to learn about Agent and Customer Experience on Fullerton Dec 5th http://bit.ly/2qLI6Zb #CX #customerservice
Today is SOCAP International's event at the Washington Post HQ with CX expert Jeff Toister! Join us for a day of interactive workshops and networking! For more info, click here: http://bit.ly/2OiMQxt
Join SOCAP International at the Washington Post HQ for a book talk by CX expert Jeff Toister! Jeff Toister is the author of three customer service books and more than 140,000 people on six continents have taken one of his training programs on LinkedIn Learning. He is a member of ICMI's Top 50 Contact Center Thought Leaders on Twitter and a Global Gurus Top 30 customer service professional. For more information, click here: http://bit.ly/2X43x3l