SOCAP Ohio Presents: SOCAP Show & Tell 2018

Join the SOCAP Ohio chapter for an afternoon of Show & Tell networking! This very special social event is ONLY TWENTY DOLLARS to SOCAP members and is a great opportunity for you to bring something you’ve worked hard on and are very proud of or something you struggle with and would like advice on to your SOCAP Community.

We will have a few presenters "in the bag" but welcome anyone who comes to share an interesting business problem or something that they are particularly proud of about their customer experience operations!

In addition to being a valued member of the SOCAP Ohio Board of Directors, Beth Held is also the Director of Call Center Operations for Micro Center.  The center supports calls for the 25 retail stores across the country as well as the online business, and provides technical support for customers post-purchase.  The Micro Center Customer Care team handles just under 1 million contacts per year via phone, chat and email.   Currently, they are piloting text as a channel of customer engagement in 3 stores with 2 use cases.   Beth will discuss the wins, losses and lessons learned from this pilot as well as solicit feedback from others exploring this channel.

Micro Center is an American computer department store, which has its headquarters in Hilliard, Ohio. It is one of the top 200 of America's largest private companies.

Are you scratching your head trying to come up with new ways to engage, motivate and retain millenials in the contact center?  They’re more social, more technology-literate, more open and more ambitious.  In the workplace, this translates into a new breed of employee.  Sandy Murphy, Director – Business Solutions at HKT Teleservices wants to learn how others are working to keep these employees around for the long haul and will share some best practices on how HKT uses gamification to engage, track performance, incentivize and even train millenials.  Sandy will also share a recent case study on how gamification has helped them improve several metrics on their Airbnb program.

 
Miya Woods will be presenting The Challenges of The Hiring Process.  Miya is the Manager of Consumer Affairs at Emerson Client Services, a division of The Emerson Group.  Miya has been with the Consumer Affairs Office since 2014 and has met the challenge of scaling to the growth of the organization, which has doubled in size since her onboarding.  Miya started her career as a Consumer Affairs Representative, but was quickly moved into a management role functioning as a Team Lead for half of the Consumer Affairs Clients and Staff.  In 2016 Miya became the Manager of the full Consumer Affairs Department.  During this time she has worked continually to staff up her department to meet the growing need for Consumer Affairs services with 26 Emerson Group Clients. Miya’s presentation will cover the challenges experienced in trying to staff to scale along with an ever growing company as well as some of the strategies that are being implemented currently to staff efficiently.

Angelica Donnenwirth is the Consumer Services Coordinator at T. Marzetti Company, in Columbus Ohio. In this role, Angelica manages relationships with consumers and reports them back to the business, educates call center representatives, and maintains the contact center technology platform. Angelica is pivitol in demonstrating the value of Consumer Affairs to stakeholders within her organization. One such example is her work an bring consumer feedback and insights to stakeholders in Quality and Marketing. Angelica will share how she was able to get these stakeholders attention as well as the impactful results that doing so has awarded T. Marzetti's business!

Join this proven Consumer Affairs leader as she discusses key areas that she has been able to show value in the Consumer Affairs program!