Program areas at SOCAP
Socap symposium and annual conference: the Socap symposium and annual conference offers members the opportunity to learn, engage and network around key trends and information in the customer care and engagement profession with specific sessions and learning opportunities focused on key industry segments such as Consumer packaged goods, retail and direct sales, healthcare, hospitality, travel and tourism and financial services. Additionally, it brings together customer care and engagement experts from across multiple industries to learn, engage and network around data, information and best practices that will help members better serve consumers and contribute to Business success. They are hosted bi-annually and for 2023, the spring symposium was hosted in columbus, Ohio with 182 attendees, while the fall symposium took place in person in tampa, Florida with 219 attendants.
Professional development workshops and summit: the professional development workshops and summits provides members with hands-on training and learning focused on Consumer satisfaction. This includes data reporting, crisis management and quality montioring workshops, as well as trainings that focus on technology, dei (diversity, equity, inclusion), e-writing and round table discussions relevant to industry topics. These hybrid events are held periodically throughout the year.
Front line agent benchmark study: the objective of this research is to identify key factors influencing agent satisfaction in an ongoing effort to create work programs which lead to long-term employee and customer satisfaction, regardless of workforce model. This study was designed to: 1. Measure cx agent job sentiment & satisfaction 2. Gauge the effectiveness of current training programs, connectedness, feedback & work models 3. Determine impact of corporate culture, diversity & inclusion, stress and wfh fatigue 4. Identify leading driversof job sentiment & satisfaction which could lead to increased retention