SOCAP Communities

The most frequent question that I am asked relative to customer care and service is what consumers should do when faced with a difficult challenge. Reporters, friends and consumers all ask me about options when they are dealing with a difficult customer service issue. What options do consumers have when they are not getting the [...]

Emily Yellin – author of the acclaimed Your Call (Is Not) That Important to Us – will keynote at the 2009 Annual Conference in Tuscon.  Emily Yellin was a longtime contributor to The New York Times and has also written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine and other publications. Her [...]

Here are some of the key issues discussed in the Retail & Consumer Goods industry session: Pharmaceutical & Medical Devices Customer Satisfaction – majority of companies focus on phone only Quality Monitoring – variations across centers and sites; majority measure monthly Uniqueness of pharmaceutical/medical devices industry – training cycles, attrition, deviation processes, definition of successful [...]

Here are some of the key issues discussed in the Retail & Consumer Goods industry session: Retail & Consumer Goods Measuring customer satisfaction – 50% collect daily and others monthly Quality monitoring Tracing issue resolution performance to target timeframe Average cost per call $763 Correlation between end-user satisfaction and handle time First call resolution – [...]

Here are some of the key issues discussed in the Food & Beverage industry session: Food & Beverage Priority Setting Quality Monitoring Governance (FDA, FTC) Recall Management Emerging Trends Adding Value w/More or Less Correlation between quality and First Contact Resolution (FCR) FCR as part of cost-per-contact Measuring ROI – coupons Transition from Phone to [...]

Here are some of the key issues discussed in the Travel & Hospitality industry session: Travel & Hospitality • Doing More with Less • Maintaining quality and turnaround time with less staff • Managing customer expectations with media and government pressures • Customer Satisfaction – impact of scoring and tying to revenue • Agent retention [...]

As I get ready to head out to Chicago for the SOCAP Symposium I am very much looking forward to the meeting for many reasons: networking, catching up with old friends and making new ones. The Symposium will be an excellent opportunity to benchmark as a result of the COPC survey. Day 1 – Monday will serve [...]