CCS20 Home2020-02-11T10:45:20-05:00

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April 26 – 29, 2020


Indianapolis, Indiana



Network. Learn. Innovate.

Join professionals just like you at this one-of-a-kind event focused on professional development, network building, and innovation.

SOCAP Member

  • Register by March 19 to save!


  • Register by March 19 to save!

Keynote Speaker

S. Max Brown

Knowing Your Why Impacts Your How

In Lewis Carroll’s now famous scene in “Alice’s Adventures in Wonderland,” Alice doesn’t know which road she should take and so she asks the Cheshire Cat who is sitting at the fork in the road:

“Would you tell me, please, which way I ought to go from here?”

“That depends a good deal on where you want to get to,” said the Cat.

“I don’t much care where—” said Alice.

“Then it doesn’t matter which way you go,” said the Cat.

“—so long as I get SOMEWHERE,” Alice added as an explanation.

“Oh, you’re sure to do that,” said the Cat, “if you only walk long enough.”

While the business case for knowing your why has been around for decades (and more recent studies by Simon Sinek and others continue to reinforce the same message), the challenge to identify your “why” and the direct impact it has on your “how” can still be confusing. This mindset has practical implications for customer care professionals who support their consumers in many different ways and may need themselves need reminders on their “why.” Today, the Cat’s wry reply to Alice should remain a sober reminder that going through life without a clear direction undoubtedly impacts our daily routine.

In this inspiring keynote from Max Brown, learn how asking the right questions can help you gain clarity, align purpose, and understand the impact on your daily routines. What is your why and how does it impact your how?

Workshop Topics

CCS features informative sessions and interactive workshops that give you the skills to effect real change. Learn together with your peers around topics such as Data Reporting, Quality Monitoring, Workforce Management, and Professional and Personal Development.

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Why Attend CCS20?


SOCAP’s community is an indispensable trusted source of support, guidance, solutions, and opportunities.


Solve problems and seize opportunities with ideas that can be applied on your first day back in the office.


Career and organizational strategies rely on a clear vision of the landscape on the horizon.


Step up your game by mastering the skills and techniques to tackle the toughest challenges your job offers. 


Critical conversations with solution providers that offer applied technology and innovative services addressing your business needs.


Benchmark and validate your business processes against the demonstrated and documented industry standards.

Hotel Information

Hyatt Regency Indianapolis
One South Capitol Avenue
Indianapolis, Indiana 46204

SOCAP Room Rate: From $199.00 per night (plus taxes and fees)
Check-in time: 3:00pm
Check-out time: 12:00 noon

Hotel Reservation Deadline: Monday, April 6 2020

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