Psychometrics: The Key to Better Hiring and Retention
Milan Batinich | Director, Business Development | AW Companies, Inc. In today’s changing job market, getting the right people in the right positions – and keeping...
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SOCAP International Virtual/Hybrid Recordings
Coming out the on Other Side of Chaos
Dan Hawvermale | Senior VP of Global Sales | Faye The 2021 business landscape is still being shaped by the challenges we all faced in 2020. Everyone quickly pivoted...
Stop Playing Whack-A-Mole with Your Contact Center KPIs
Alan Pendleton | President & Co-Founder | ArenaCX Imagine constantly monitoring a control tower dashboard with 100 KPIs, watching which one goes into the red and...
The Ghost of Chatbots Past & What's Next
Jeff Fettes | Chief Executive Officer | Laivly | Founder | 24-7 Intouch Chatbots seemed like a natural evolution for CX and many companies were quick to ride the...
Rethinking Today's KPIs to More Accurately Reflect Quality Customer Experience
Beth Ziff | Executive VP, Customer Engagement | Premiere Response Experts are reporting that customer expectations exponentially advanced during the pandemic year,...
Outliers and Black Swans: Preparing for the Next Systemic Shock
Alan Pendleton | President & Co-Founder | ArenaCX There may not be another event exactly like that of the last year, but the past few decades have shown that black...
How to Write FAQs that Answer Customers' Questions & Feed Useful Content to Chatbots
Leslie O’Flahavan | Principal & Owner | E-WRITE For better or worse, most companies offer customers an FAQ section on their website with the hope that customers...
Become BFFs with your CFO: How to Make Your Operations Truly Agile
Amanda Malach | Senior VP, Finance & Marketing | ArenaCX The volatility and uncertainty of the last year has taught us that it I smore important than ever for...
State of the Workforce Post Pandemic Presented by Eleveo
Is the value of work a relic of the past? Prevailing wisdom says today’s jobs surplus stems from a low wage/entry-level labor pool benefitting more from unemployment...
How to Maximize At Home Agent Presented by Fair Trade Outsourcing
How to Maximize At Home Agent Presented by Fair Trade Outsourcing
Voice of Customer Reporting: Strategies for your Customers to be Heard through the Organization
Customer Service data and insights can be pivotal to the business when provided in a way that is actionable and easily interpreted. Join SOCAP for this two-part series...
Social Media Monitoring and Community Management
In this two-part series, PepsiCo and The Hershey Company will help customer care professionals learn the fundamentals of social media monitoring and community management.
Email Writing Masterclass
This two-part series will help customer care professionals improve their own email writing skills, so they achieve results when writing to colleagues and...
Quality Management & Monitoring
This FREE module will introduce the Team Leader/Supervisor to the critical process of Quality Monitoring in the contact center and will address many of the pitfalls of...
Stop the Bleeding: How to Turn Your Complaining Customer into a Loyal Customer
In this fun and interactive course, participants will be led through the LAMA journey to uncover the tools, rules and words that work best when striving to build a...