SOCAP at the Ballpark

Join the SOCAP Southwest Regional Chapter for CX, UX and Customer Care Best Practices, Peer Networking and a Dodgers/Padres game.

Speakers:

STEVE WEBSTER
Steve Webster from Cirrus Response is speaking on “Customer Reach and the Dawn of the Super Agent”. Are you engaged with customers in all the places where they are talking about you and wanting to connect with you? Does your customer journey visibility allow your agents to see all your customer interactions, across all channels, social and in forums where customers are talking about you? If not, what is the impact?

Steve is the CEO for Cirrus Response and has tremendous experience and knowledge in customer engagement and how to build the ultimate CX.
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FRANCISCO BRITO
Francisco Brito from IV.AI is speaking on “Innovation in AI and Customer Care: How to reach and delight your customer.” A discussion about the current and future opportunities in online and AI Customer Service.

Francisco Brito is the Chief Product Officer for IV.AI. Previously he worked at Google, Appian, and Oracle. IV.AI builds AI for some of largest companies in the world including Netflix, Aeromexico, Time Warner, Estée Lauder, MCM, and Toyota to name a few.

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KASEY NEWMAN
Kasey Newman from Calabrio will be speaking on “Humanizing the Contact Center and Employee Engagement for the Modern Age”. Numerous studies have told us that ‘Happy agents = Happy customers’. With a millennial workforce today, that is more true than ever before. But how, as contact center leaders, do we engage our agents and make them ‘happy’? In this session, Calabrio will talk about how to humanize the contact center and let your agents know that you love them. Modern technology allows agents to understand the goals and initiatives of the contact center, how they are contributing to these goals, and become an integral part of the success of the contact center…. All while ensuring the work / life balance that agents seek.

After spending approximately 20 years in the space helping large brands optimize their customer care and contact centers, Kasey brings a wealth of experience to SOCAP’s members. Kasey will share his experience in working with major brands that are attempting to Humanize the contact center and employee engagement.
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MILAN BATINICH
Milan Batinich from AW Companies is speaking on the “World of Psychometrics” – How to use Psychometrics for talent optimization in your contact center.

Milan draws from more than 15 years of combined Contact Center Management and Recruitment Management experience. Milan is a Certified Partner of The Predictive Index and is a Talent Optimization expert.
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AGENDA

Wednesday, September 25, 2019
1:30 - 2:00 p.m. Check in at Padres Front Office Entrance (100 Park Blvd.)
2:00 - 3:00 p.m. Ball Park Tour
3:00 - 6:00 p.m. Garden Room Presentations
6:00 - 7:00 p.m. Batting Practice, Food, Networking
7;00 p.m. - Until San Diego Padres vs. Los Angeles Dodgers Game

COST: $65 (includes Presentations, Stadium Tour, buffet dinner and Game ticket)

Special thanks to our sponsors: Calabrio, Call Center Services International and Cirrus Response.