Preliminary Schedule
The 2006 SOCAP International Annual Conference in Toronto, Canada will offer a global perspective to customer care and consumer affairs. Breakout sessions at the Annual Conference will be focused in the following four areas:
Look for details on breakout sessions and speakers coming soon!!
Descriptions of Conference Areas:
- CONSUMER EXPERIENCE
- Balancing Act Between Technology and Relationships
- Blending Self Service & Assisted Service to Provide Better Consumer Experience
- Working in Multi-Media Contact Centers
- Incorporating Cyberbots
- Enhancing the Consumer Experience
- Defining the Consumer Experience
- Taking the Consumer Experience Approach – Pros & Cons
- Establishing the most cost effective method of improving the consumer experience
- Using Technology to Advance The Consumer Experience
- Reporting
- Creating a Consumer Loving Culture
- Keeping and Enhancing Consumer Loyalty
- Cross-Selling and Up-selling
- Reconnecting with your consumers through Product Placement, Surveys and Product News
- Serving as a Comfort to Your Consumers During Times of Emergency – Offering a Helping Hand and Augmenting Loyalty
- Strengthening the Bonds Between Your Consumers and Your Brands
- Factors Leading to a Service System That Delivers on the Brand Promise
- Word-of-Mouth Marketing (including the ethical challenges)
- Conducting Satisfaction Surveys – They’re your best friends!
- Celebrating Consumer Diversity
- Making Inroads With Your Bilingual Consumers
- Decision Making for Different Generations (Traditionalists, Baby Boomers, Gen X and Millenials)
- Understanding Cultural Differences
- Utilizing Global or International Locations
- Maximizing Cultural and Linguistic (Bi-lingual) Opportunities
- CONTACT CENTER and CONSUMER AFFAIRS OPERATIONS
- Training and Staffing
- Selecting the Right Reps for Your Company
- Training Best Practices – for Large and Small Teams
- Loyalty and Consumer Service Skills
- Consumer Service Training Certification Programs
- Building Service Excellence through your Training Programs while Empowering and Encouraging your Reps
- Defining and Measuring First Call Resolution
- Quality Monitoring – the Latest & Greatest
- Managing Home Agents and Remote Users
- Providing Incentives and Motivating Your Contact Center – Innovative Reward and Recognition Programs
- Surveying Your Employees
- Call Center Technology
- Helping Agents Do Their Job through Automation
- Eliminating/Minimizing Agent Mistakes Through Integration
- Reducing Agent Training by Providing Intuitive Tools
- Increasing Efficiency and Improving the Consumer Experience without Compromising Quality
- Changing the Way Consumers Interact With Us
- VOIP in the Contact Center – What Does It Mean to Me?
- Managing Various Consumer Communication Channels
- Determining ROI of Your Technology
- Assessing Options for Remote Users
- Outsourcing
- Maintaining Your Corporate Culture When You Outsource
- Pros/Cons of Offshore Contact Centers
- Improving Your ROI as An Outsourcer
- Near-Sourcing – Is it a Better Option?
- DATA CAPTURE/ANALYSIS
- Getting Attention of your CEO & Senior Leadership Team
- Developing and Distributing Relevant and Actionable Reports for Your CEO/CFO
- Capitalizing on and Creating Opportunities Around Good News Trends
- Assuring Your Voice of the Consumer Has Impact on the Organization (TARP w/Canadian Tire Financial Services or McKenzie Financial – also Canadian)
- Sharing Your ROI – Positioning the High Value of Your Consumer Affairs/Consumer Services Function
- Using Customer/Consumer Data to Drive Change in Your Organization
- Leveraging Consumer Contact Information to Drive Business Value
- When to Advise Your Business That Complaints Could Impact Sales
- Strategically Planning the Timing the Delivery of Data to influence business decisions and changes
- Generating Meaningful Key Performance Indicators For Your Business
- Solidifying Your Data Integrity
- Deciding What Data You Can Get and What Data You Need From Your Contact Center
- LIABILITY & RISK
- Privacy Rules & Regulations
- Impact of Canadian Privacy Legislation on National and International Call Centers
- Legal Liability & Product Risk Management
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"It is a wonderful opportunity to network with colleagues, recharge your 'information' batteries."
- Alicia K. Bergin, U.S. Tobacco Brands Inc.
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