The local New England chapter of SOCAP International represents a thriving global profession of best-in-class customer care experts across all industries.
New England, USA
Joined October 2019
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How do we find success motivating + training #virtual teams during #WFH? That's one question we're exploring during our digital event on May 28.
Sign up now and don't miss out: eventbrite.com/e/virtual-rea…
SOCAP New England 🦞⚓🍂 retweeted
Quick survey if you are someone who manages/supervises a team that is **suddenly** all working from home.
Given the current context and environment, do you find your team as a whole:
24%Is more productive
40%Is about as productive
22%Is less productive
14%Not sure yet
158 votes • Final resultsDave Romero from @UnboxedTech is going to share inspiring training ideas and examples to up-skill and engage my virtual teams (and you can be there too) — March 28
eventbrite.com/e/virtual-rea…
SOCAP New England 🦞⚓🍂 retweeted
This week’s been filled with conversations around how #cx business leaders can prepare for the next normal. It got me thinking & I’ve decided to host a live CX Strategy #Mastermind tomorrow from 3-4pm ET. Interested? Message me & spread the word! #CustomerExperience #custexp
Spring is in the air! Mark your calendars for our upcoming event: May 28, 2020! We're putting together an exciting agenda with some expert guest speakers, stay tuned for details! #socap #customerexperience #letsgo2020
SOCAP New England 🦞⚓🍂 retweeted
46% of businesses anticipate VR to become mainstream within the next three years.
How does this (and other tech trends) impact customer service?
ow.ly/TW7E50x4hy9
Thanks to all our panelists like Milan who made this morning a great dive into how and why businesses are growing their #WorkFromHome teams!
A huge thank you to @socapne for inviting me to speak on the #WorkFromHome panel today!
A packed house at @GraniteLinks for the @CtCtrNation Contact Center Ideas & Innovations Tour! Thanks to all the panelists who made this morning amazing. Looking forward to a great afternoon
For more information click here: socap.zappix.com
SOCAP New England 🦞⚓🍂 retweeted
The Contact Center Ideas & Innovations Tour is starting! Join us and other industry leaders for a day of networking and learning. Click here for more information:
bit.ly/2NGQ6lP
#customerexperience #cx
“We try to keep rewards equal across all our reps. Any time we have an activity in the center, we always have a complimentary activity for our #WorkFromHome reps. We never want to exclude our remote or overnight teams.”
— Robin Gomez, @RadialCorp
“We’ve found quiz games and competitive activities have been a hit for our reps and we always have an on-site winner and remote winner to make sure everyone feels included.”
— Robin Gomez, @RadialCorp
“We encourage our #WorkFromHome agents to get on a video call with their mentors or coaches as often as they can on top of regular @SlackHQ messaging.”
— Petra Wise, @ezCater
“Being able to track our coaching sessions and see the data is really helpful because we can see how #WorkFromHome training sessions differ from our usual sessions and tailor them to be really effective.”
— Petra Wise, @ezCater
“We’ve put a lot of work into making sure our leaders are equipped and ready to manage a #WorkFromHome team well.”
— Robin Gomez, @RadialCorp
“We‘re experimenting with module-based virtual training to be flexible with how people learn and live. For Halloween some new #WorkFromHome hires were able to go trick-or-treating with their kids and get their work done for the next day on their time.”
— Robin Gomez, @RadialCorp
“We use the @PredictiveIndex based right here in Massachusetts to measure and better understand our prospects while screening and hiring #WorkFromHome reps.”
—@Milan_Batinich
“I’m glad you mentioned PI. I have great memories from using @PredictiveIndex.”
— Lizzie Resnick, @SmartPak
One of the difficulties building #WorkFromHome teams: when you work hard to build a great culture like @ezCater, your reps want to come in to the office.
Can’t wait to hear all the insights from you all and enjoy a wonderful day at @GraniteLinks with @CtCtrNation and all our @SOCAP members!
See and learn about the latest in #CustomerService innovation from the leaders in the industry!
November 5. Hosted by @granitelinks. Lunch sponsored by @BrightPatternUS. Part of @CtCtrNation Ideas & Innovations Tour 2019.
For more info/to register: socap.zappix.com
