SOCAP New England 🦞⚓🍂

The local New England chapter of SOCAP International represents a thriving global profession of best-in-class customer care experts across all industries.

[SOCAP New England 🦞⚓🍂 @socapne]

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: https://t.co/MRHL9slZFF

[Scott Kirsner @ScottKirsner]

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:

[SOCAP New England 🦞⚓🍂 @socapne]

Dave 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
https://t.co/MRHL9s4oh5

[Mave @MavenofHonor]

Now, more than ever, we should share our most mundane celebrity encounters. For example, in 2002 I saw Diane Keaton in the Gap

[Justin Robbins @justinmrobbins]

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

[SOCAP New England 🦞⚓🍂 @socapne]

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 International @SOCAP]

46% of businesses anticipate VR to become mainstream within the next three years.

How does this (and other tech trends) impact customer service?

https://t.co/3BJ9wmBHbs

[SOCAP New England 🦞⚓🍂 @socapne]

Thanks to all our panelists like Milan who made this morning a great dive into how and why businesses are growing their #WorkFromHome teams!

[Milan Batinich @Milan_Batinich]

A huge thank you to @socapne for inviting me to speak on the #WorkFromHome panel today!

[SOCAP New England 🦞⚓🍂 @socapne]

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: https://t.co/iSEuGh2K8D

[Bright Pattern @BrightPatternUS]

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:
https://t.co/pH0JoPOyXW

#customerexperience #cx

[SOCAP New England 🦞⚓🍂 @socapne]

“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

[SOCAP New England 🦞⚓🍂 @socapne]

“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

[SOCAP New England 🦞⚓🍂 @socapne]

“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

[SOCAP New England 🦞⚓🍂 @socapne]

“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

[SOCAP New England 🦞⚓🍂 @socapne]

“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

[SOCAP New England 🦞⚓🍂 @socapne]

“Going 100% virtual will open up our opportunities to much broader demographics. We use @zoom_us and @SlackHQ to communicate and set personal expectations.”
— Petra Wise, @ezCater

[SOCAP New England 🦞⚓🍂 @socapne]

“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

[SOCAP New England 🦞⚓🍂 @socapne]

“I’m glad you mentioned PI. I have great memories from using @PredictiveIndex.”
— Lizzie Resnick, @SmartPak

[SOCAP New England 🦞⚓🍂 @socapne]

“We use the @PredictiveIndex based right here in Massachusetts to measure and better understand our prospects while screening and hiring #WorkFromHome reps.”
—@Milan_Batinich

[SOCAP New England 🦞⚓🍂 @socapne]

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.

[SOCAP New England 🦞⚓🍂 @socapne]

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!

[SOCAP New England 🦞⚓🍂 @socapne]

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: https://t.co/iSEuGh2K8D