{"id":12247,"date":"2023-05-24T12:42:44","date_gmt":"2023-05-24T12:42:44","guid":{"rendered":"https:\/\/premiernx.com\/?p=12247"},"modified":"2025-07-29T15:31:12","modified_gmt":"2025-07-29T15:31:12","slug":"the-socap-recap-spring-symposium-2023","status":"publish","type":"post","link":"https:\/\/premiernx.com\/uk\/blog\/the-socap-recap-spring-symposium-2023\/","title":{"rendered":"The SOCAP RECAP &#8211; Spring Symposium 2023"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>The SOCAP Spring Symposium 23 was held in Columbus, Ohio this year and celebrated the theme\u00a0\u2018Decades\u2019 mirroring the organization\u2019s 50 th birthday. The widespread forum serves as a go-to consumer\u00a0service and customer care platform in the U.S. It provides collaborative opportunities for industry\u00a0leaders, businesses, professionals, and members of SOCAP International alike. Attendees converge to\u00a0explore topics revolving around customer care challenges and exchange ideas on tested solutions to\u00a0advance in their respective fields.<\/p>\n<p>The week-long event featured insightful sessions, networking opportunities, preparties, scavenger\u00a0hunts, and golf tournaments, keeping participants engaged. The Symposium brought together CX\u00a0professionals from various industries, including Consumer Packaged Goods (CPG), Healthcare, Financial\u00a0Services, Insurance, Contact Center, Customer Relations, Travel and Hospitality, and more.<\/p>\n<p>Premier\u2019s COO also contributed by sharing exclusive insights as a featured panel speaker. During\u00a0the session \u201cBest Practices in Offshore Outsourcing\u201d, the offshoring expert discussed the value of\u00a0culture match, account management, and data security. Also touching upon common misconceptions\u00a0regarding offshoring, the Premier COO presented interesting viewpoints alongside other panelists.<\/p>\n<p><img decoding=\"async\" class=\"lazyload aligncenter size-full wp-image-12259\" src=\"https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-scaled.jpg\" data-orig-src=\"https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-scaled.jpg\" alt=\"\" width=\"2560\" height=\"1340\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%272560%27%20height%3D%271340%27%20viewBox%3D%270%200%202560%201340%27%3E%3Crect%20width%3D%272560%27%20height%3D%271340%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-200x105.jpg 200w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-300x157.jpg 300w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-400x209.jpg 400w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-600x314.jpg 600w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-768x402.jpg 768w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-800x419.jpg 800w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-1024x536.jpg 1024w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-1200x628.jpg 1200w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-1536x804.jpg 1536w, https:\/\/premiernx.com\/wp-content\/uploads\/2023\/05\/socap-recap-spring-symposium-2023-1-scaled.jpg 2560w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h2><\/h2>\n<h2>Key Takeaways of SOCAP Spring Symposium 23<\/h2>\n<p>Symposium speakers shared knowledge and insights playing a pivotal role in shaping the customer and\u00a0consumer care future. Here are some highlights from select breakout sessions, including our takeaways\u00a0from the event: &#8211;<\/p>\n<p><strong>Best Practices in Offshore Outsourcing<\/strong> &#8211; Dave Shapiro (Premier), Joe Mazur (Michelin N.A.),\u00a0Christine Galuski (Conagra Brands), Lidia Lopez (Blue Diamond Growers), Jill DeLong (the Hershey\u00a0Company)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-1 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Importance of consultative expertise and personalization in solutions; demonstration through case studies<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Offshore contact centers often show lower absenteeism and attrition with higher engagement and quality, compared to US-based centers facing labor crises<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>Offshore agents appreciate branded materials and trinkets during client visits. It promotes\u00a0culture and the agents greatly appreciate the small gestures. (Shirts, pens, pads of paper, etc.)<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Involvement of leadership in account management creates value-added partnerships for clients, fostering strong relationships and mutual success<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Revolutionizing the traditional approach to outsourcing by adopting innovative strategies and leveraging technology advancements<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Dispelling common misconceptions about offshoring and data security to ensure informed decision-making<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Selecting the right offshore partner, emphasizing effective communication and collaboration, and prioritizing quality and timely delivery<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Essential do&#8217;s and don&#8217;ts of offshoring and near-shoring to avoid common pitfalls and maximize benefits<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Value propositions and best practices for achieving success in offshore outsourcing, considering factors such as cost savings, scalability, and expertise<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Driving efficient and positive customer care through optimized offshore outsourcing strategies, focusing on customer satisfaction and loyalty.<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-2 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p>Watch the video of the panel session here:<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"https:\/\/www.youtube.com\/watch?v=tXycOu-C3WQ\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Dave Shapiro Shares Insights as Brands Explore Topic of\u00a0Offshoring at SOCAP<\/span><\/a><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div class=\"fusion-text fusion-text-3 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>Employee Experience as a New Competitive Differentiator<\/strong> \u2013 Lisa Oswald &amp; Matt Ziegler\u00a0(Travelzoo), Alex Phillips (Calusa Marketing), Amy Bouthilet (Alta Resources), Madeleine Friend\u00a0(Centrical), Scott Dishon (Bread Financial), Purina.<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-2 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>CARE framework: Communicate, Assess, Resolve, and Execute, emphasizing the importance of\u00a0effective communication and proactive problem-solving in enhancing the employee experience<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Implementing regular coaching conversations, beyond just addressing mistakes, with a minimum frequency of once a week to support employee growth and development<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Creating a goal book for both coaches and coachees to foster clarity, accountability, and alignment towards individual and organizational objectives<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Recognizing that it typically takes around 18 months for agents to gain confidence and comfort in their roles after implementation, highlighting the importance of ongoing support and patience<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Average Handle Times (AHT) and attrition rates decrease automatically; a result of positive outcomes of improving the employee experience<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Customer acquisition and retention are both the practice and the solution; emphasizing the interdependence between employee engagement and delivering excellent customer service<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Providing turn-key incentive gifts results in a significant increase in agent productivity by 44% and a corresponding decrease in attrition by 33%, demonstrating the effectiveness of rewards and recognition programs in motivating employees.<\/div><\/li><\/ul><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-2 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"https:\/\/premiernx.com\/uk\/contact-us\/\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Contact Us<\/span><\/a><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div class=\"fusion-text fusion-text-4 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>How to Humanize Al (Digital)<\/strong> &#8211; David SAX, (Premiere Response)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-3 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Recognizing that Al (Artificial Intelligence) typically delivers information devoid of emotions, highlighting the need to humanize AI to enhance the overall human experience<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Emphasizing the significance of emotions being the primary driver of our learning process<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-5 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>You&#8217;re Only as Good as the Relationships You Keep<\/strong> &#8211; Jon Harris, (Conagra Brands)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-4 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Corporate communication and reputation management are crucial aspects to consider in maintaining strong relationships.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">&#8216;NO coach&#8217; serves as a valuable resource, assisting individuals in confidently saying no when necessary, fostering healthy boundaries in relationships.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">12 tips for establishing your personal brand:<\/p>\n<ol>\n<li style=\"list-style-type: decimal;\">Carefully consider where you appear and how you present yourself to align with\u00a0your personal brand<\/li>\n<li style=\"list-style-type: decimal;\">Actively build and nurture relationships, recognizing their importance in shaping\u00a0your personal brand<\/li>\n<li style=\"list-style-type: decimal;\">Remain authentic and consistent, stay true to yourself and maintain a genuine\u00a0image<\/li>\n<li style=\"list-style-type: decimal;\">Invest in continuous learning and development to enhance your skills and\u00a0knowledge<\/li>\n<li style=\"list-style-type: decimal;\">Be strategic and proactive, embracing calculated risks and seizing opportunities<\/li>\n<li style=\"list-style-type: decimal;\">Place importance on effective communication skills, being mindful of how you\u00a0interact and convey messages<\/li>\n<li style=\"list-style-type: decimal;\">Volunteer and dedicate time to philanthropy, contributing to causes and\u00a0communities that resonate with your personal brand<\/li>\n<li style=\"list-style-type: decimal;\">Maintain focus on the big picture, aligning your actions with your long-term goals\u00a0and values<\/li>\n<li style=\"list-style-type: decimal;\">Foster diversity and inclusion, appreciating and embracing different perspectives\u00a0and backgrounds.<\/li>\n<li style=\"list-style-type: decimal;\">Demonstrate patience and persistence, understanding that building relationships\u00a0and establishing your personal brand takes time<\/li>\n<li style=\"list-style-type: decimal;\">Evaluate and measure the success of your network, periodically assessing the value\u00a0and impact of your connections<\/li>\n<li style=\"list-style-type: decimal;\">Embrace enjoyment and inspiration, finding motivation in your relationships and\u00a0personal brand journey<\/li>\n<\/ol>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-6 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>Training Is The New Normal<\/strong>\u00a0&#8211; Mike Boudreau (Eli Lily), Kathy Glackin (Crayola)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-5 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>During a &#8220;Blizzard&#8221; year, when attrition tends to be higher at the start of the year, temporary agents are employed until more permanent ones are recruited, ensuring consistent staffing levels.<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>Implementing a point system for Work-From-Home (WFH) training, where agents earn points for answering questions correctly, is effective. Incentivizing active participation and knowledge retention during training works.<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>Previously, only on-site agents were present before the COVID 19 pandemic.<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">\n<p>WFH agents faced challenges in handling more complex questions and issues, both inbound and outbound, involving CRM (Customer Relationship Management) and telephony platforms.<\/p>\n<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Distributed teams underwent hands-on training for a duration of 4-6 weeks, providing comprehensive and immersive learning experiences.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">New agents are paired with seasoned agents, enabling them to listen and enter information while the seasoned agents address and answer questions.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Mock calls are conducted for a week, requiring agents to pass the training and obtain certification before handling live customer interactions.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Training materials are updated based on information uncovered during calibrations, ensuring continuous improvement and alignment with evolving requirements.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">The utilization of Camtasia, an all-in-one screen recorder and video editing solution, significantly enhances the creation and utilization of training materials, improving effectiveness and efficiency.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">An onboarding plan is designed to meet ever-changing customer expectations, including the practice of onboarding agents on email beforehand to enhance their confidence in providing accurate answers.<\/div><\/li><\/ul><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-3 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"https:\/\/premiernx.com\/uk\/contact-us\/\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Get a free Consultation<\/span><\/a><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div class=\"fusion-text fusion-text-7 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>How Valuable is the Contact Center: Building a Good Case for Investment in Consumer Affairs<\/strong>\u00a0&#8211; John Goodman, (Customer Care Measurement &amp; Consulting)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-6 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Highlighting the value of contact centers by emphasizing the impact of delighted customers: 74% of delighted customers spread positive word of mouth to an average of 61 people<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">A delighted customer is also willing to pay 46% more for a product<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Long lVR options frustrate customers, so it is important to provide efficient and user friendly self-service options.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Encourage customers to voice their complaints as it presents an opportunity to address issues, find new ways to retain customers, and generate additional revenue.<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-8 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>How to leverage the power of consumer reviews to deliver actionable insights:\u00a0<\/strong>John Goodman, (Customer Care Measurement &amp; Consulting)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-7 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Leverage various channels such as email, surveys, SMS, and social media to gather consumer reviews and feedback.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Understand the dynamics of consumer review ecosystems and their influence on shaping brand reputation and customer perceptions.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Implement open review platforms like Yelp, where customers can freely share their opinions and experiences.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Utilize invitation-only verified buyers to ensure the authenticity and credibility of reviews.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Recognize the limitations of review aggregators, understanding that not all reviews may be accurate or equally reliable.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Acknowledge that review content plays a significant role in driving digital growth and shaping consumer purchasing decisions.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Address common consumer questions related to reviews, such as the benefits they receive for sharing their feedback and the return on time invested.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Treat reviews and feedback strategically, recognizing their potential to provide actionable insights for improving products, services, and overall customer experience.<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-9 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>Consumer Legislation Game Show<\/strong> &#8211; Michele Shuster (MacMurray &amp; Shuster)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-8 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Conducting consumer protection and regulatory compliance audits to ensure adherence to legal requirements and protect consumer rights.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Highlighting the proposed privacy laws by the Federal Trade Commission (FTC) for some states, aiming to simplify the process for consumers to &#8220;click to cancel&#8221; services and enhance privacy protections.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Addressing the concerns related to recurring subscriptions and memberships, providing an opportunity for consumers to voice their comments and concerns regarding these practices.<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-10 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p><strong>Unlocking WFO Potential to Improve Contact Center Performance<\/strong> \u2013 Shane A. Jackson,\u00a0(Knowledge Rhino)<\/p>\n<\/div><ul style=\"--awb-line-height:30.6px;--awb-icon-width:30.6px;--awb-icon-height:30.6px;--awb-icon-margin:12.6px;--awb-content-margin:43.2px;--awb-circlecolor:#0176c4;--awb-circle-yes-font-size:15.84px;\" class=\"fusion-checklist fusion-checklist-9 fusion-checklist-default type-icons\"><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Workforce optimization (WFO) plays a crucial role in enhancing employee efficiency within contact centers, extending beyond agent staffing and scheduling considerations.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Leveraging non-staffing elements like training, coaching, and quality management contributes to improved customer experience and enhanced agent performance.<\/div><\/li><li class=\"fusion-li-item\" style=\"\"><span class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\">Providing practical tips for implementing data reporting, speech analytics, and workforce optimization techniques; streamlines contact center operations, leading to cost savings and improved efficiency.<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-11 fusion-text-no-margin\" style=\"--awb-margin-top:20px;--awb-margin-bottom:0px;\"><p>The event brought together CX professionals from various industries, fostering cross-sector learning,\u00a0educational sessions, and networking opportunities. Symposium topics covered included workforce\u00a0optimization, customer care, brand partnerships, data analysis, quality assurance, offshore outsourcing,\u00a0customer care, training and development, creating exceptional customer experiences, and more.<\/p>\n<p>To read our insights from the previous SOCAP symposium, read our <strong><a href=\"https:\/\/premiernx.com\/uk\/blog\/the-socap-indy-fall-symposium-2022-recap-part-3\/\">2022 recap blog.<\/a><\/strong><\/p>\n<p>Premier is a long-standing member and sponsor of SOCAP International. Look out for updates on\u00a0our social media for the next symposium. We\u2019ll bring more event insights and post-event takeaways\u00a0from the Fall Symposium in September.<\/p>\n<h3>About Premier<\/h3>\n<p><strong><a href=\"https:\/\/premiernx.com\/uk\/\">Premier<\/a><\/strong> seeks to be a seamless extension of its client\u2019s business processes by immersing in the\u00a0client\u2019s values and objectives. The company offers co-sourcing, a hybrid approach to outsourcing, across\u00a0multiple functions for several industries through its global sites. Premier has invested in security\u00a0and compliance processes including obtaining PCI certification and has been serving clients since 2003.<\/p>\n<\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"align-self: center;margin-left: auto;margin-right: auto;flex-grow:2;margin-top:20px;margin-bottom:20px;width:100%;\"><\/div><div ><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-4 fusion-button-default-span fusion-button-default-type\" target=\"_self\" href=\"https:\/\/premiernx.com\/uk\/contact-us\/\"><span class=\"fusion-button-text awb-button__text awb-button__text--default\">Contact Us<\/span><\/a><\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":12259,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[285],"tags":[421],"webevents":[],"post-industries":[528],"post-services":[531,532],"post-solutions":[],"class_list":["post-12247","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-event-blogs","tag-all-blogs","post-industries-tech","post-services-customer-experience","post-services-digital-transformation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The SOCAP RECAP - Spring Symposium 2023<\/title>\n<meta name=\"description\" content=\"The SOCAP Spring Symposium 23 was held in Columbus, Ohio this year and celebrated the theme \u2018Decades\u2019 mirroring the organization\u2019s 50 th.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The SOCAP RECAP - Spring Symposium 2023\" \/>\n<meta property=\"og:description\" content=\"The SOCAP Spring Symposium 23 was held in Columbus, Ohio this year and celebrated the theme \u2018Decades\u2019 mirroring the organization\u2019s 50 th.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/premiernx.com\/uk\/blog\/the-socap-recap-spring-symposium-2023\/\" \/>\n<meta property=\"og:site_name\" content=\"Premier NX\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/premier.nx\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-24T12:42:44+00:00\" \/>\n<meta property=\"article:modified_time\" 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