Agenda

Agenda2019-02-12T09:08:40+00:00

Agenda Subject to Change

Sunday, April 14

12:00pm – 5:00pm Registration 
2:00pm – 4:00pm  Community Leaders Forum 
4:30pm – 6:00pm  First-Timer/New Member Orientation 
6:00pm – 7:00pm  Welcome Reception
12:30pm – 2:30pm  Student Session

Monday, April 15

7:30am – 5:00pm  Registration 
7:30am – 8:30am  Breakfast 
8:45am – 9:45am  General Session
9:45am – 10:00am  Networking Break in Solutions Lounge
10:00am – 12:15pm Workshops
12:30pm – 1:45pm  Networking Lunch
2:00pm – 3:30pm  Workshops
3:30pm – 4:00pm Networking Break in Solutions Lounge
4:00pm – 5:00pm Workshops
Dinner on Your Own

Tuesday, April 16

7:30am – 3:30pm  Registration 
7:30am – 8:30am  Breakfast 
8:45am – 9:45am  General Session
9:45am – 10:00am Networking Break in Solutions Lounge
10:00am – 10:45am  Workshops
10:45am – 11:00am Networking Break in Solutions Lounge
11:00am – 12:15pm  Workshops
12:30pm – 1:45pm  Networking Lunch
2:00pm – 3:30pm Workshops 
3:30pm – 4:00pm  Networking Break in Solutions Lounge
4:00pm – 5:00pm  ​Workshops 
6:00pm – 9:00pm  Social Finale 

Content Tracks

Curated tracks showcasing cutting-edge thought leadership and innovation.

Quality Monitoring

Workshop track focused on common internal quality functions and issues within the contact center.

  • Designed for supervisors, managers and specialists responsible for quality and performance improvement.
  • Provides actional insights to help attendees the “What?” “So what?” “And now what?” of quality monitoring.

Data Reporting

Workshop track focused on issues related to data collection, analysis and reporting functions in customer care.

  • Designed for analysts, specialists or managers responsible for data reporting.
  • Offers practical tips and best practices on common reporting issues and challenges faced within companies.

Executive

Exclusive event for senior decision makers and leaders in customer care.

  • Designed primarily for brand leaders from all industries with the most senior-level responsibility for customer care (Director, Sr. Director, VP, Customer Care Officer)
  • Provides interactive, strategic discussions with expert facilitator and actionable takeaways
Learn More & View Topics

Technology

Workshop track focused on new and emerging technology tools.

  • Designed for professionals that take, influence, or implement decisions on technology infrastructure that equips customer care strategy.
  • Showcases state-of-the-art applied technologies and the lessons learned by the brands that are actively using them.

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