{"id":7343,"date":"2022-10-12T19:15:17","date_gmt":"2022-10-12T19:15:17","guid":{"rendered":"https:\/\/bitsypixel.com\/clients\/bpo\/?p=7343"},"modified":"2022-10-17T16:29:44","modified_gmt":"2022-10-17T16:29:44","slug":"the-socap-recap-part-1-indy-fall-symposium-2022","status":"publish","type":"post","link":"https:\/\/bitsypixel.com\/clients\/bpo\/the-socap-recap-part-1-indy-fall-symposium-2022\/","title":{"rendered":"The SOCAP Recap Part 1 \u2013 Indy Fall Symposium 2022"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-1{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: center center;background-repeat: no-repeat;border-width: 0px 0px 0px 0px;border-color:#e2e2e2;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start\" style=\"max-width:1216.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><p><strong>SOCAP International<\/strong> is a global customer care organization that helps <strong>CX professionals<\/strong> with career development and client-centric organizations with thought leadership and community forums. This year SOCAP hosted the Indy Fall Symposium <strong>SOCAP 2022<\/strong> in Indianapolis, with Premier BPO returning as a First Timer\u2019s Orientation sponsor. Premier BPO specializes in helping first-time outsourcers explore and rollout a hybrid workforce.<\/p>\n<p>The SOCAP forum gives attendees the ability to develop strategies for present-day challenges, network with expert leaders, and highlight tools for future ROI improvement.<\/p>\n<blockquote>\n<p>\u201c<em>In addition to the Indianapolis 500 racing theme, the latest SOCAP symposium was a phenomenal event for industry leaders to get together, exchange ideas, share best practices, and learn the latest trends in the industry.<\/em>\u201d commented Premier BPO COO, Dave Shapiro.<\/p>\n<\/blockquote>\n<p><img class=\"aligncenter wp-image-7355 size-large\" src=\"https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-1024x538.png\" alt=\"socap indy fall symposium 2022\" width=\"1024\" height=\"538\" srcset=\"https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-200x105.png 200w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-300x158.png 300w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-400x210.png 400w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-600x315.png 600w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-768x403.png 768w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-800x420.png 800w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-1024x538.png 1024w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-1200x630.png 1200w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022-1536x806.png 1536w, https:\/\/bitsypixel.com\/clients\/bpo\/wp-content\/uploads\/2022\/10\/socap-indy-fall-symposium-2022.png 1800w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<h2>Premier BPO Personal Takeaways from SOCAP Indy Fall Symposium<\/h2>\n<p><strong>Recruitment<\/strong> is the foundation of the business; with a weak foundation, the program can collapse. Understanding the true importance of recruiting will lead to creating a great <strong>employee experience<\/strong> that transfers into the <strong>customer experience<\/strong>.<\/p>\n<p>When the focus is on CX, the best first line is the agent handling the customer. The ultimate customer experience relies on the people handling the technology and not the technology itself, although it helps enhance efficiency.<\/p>\n<h3>Steps to getting the best customer experience:<\/h3>\n<\/div><ul class=\"fusion-checklist fusion-checklist-1\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Recruit the best possible candidate on every level \u2013 the best resources equal the best foot forward.<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Humanize the onboarding process.<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Don\u2019t rush the training process &#8211; train longer and focused on what the client needs rather than wants. Train leadership on managing your people too.<\/p>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-2\"><h2><\/h2>\n<h2>SOCAP 22 Indy Fall Symposium Key Takeaways<\/h2>\n<p>Here\u2019s a recap overview of the entire event citing select sessions, recapitulating trending business topics, shedding light on new rules and the workforce shift, and discussing emerging management styles from lessons of this year.<\/p>\n<h3>Omni-Channel CX and Customer Loyalty<\/h3>\n<p>Consumers always want more and are impatient when it comes to quality. The prime focus for all businesses is to provide the best customer service possible. <strong>Customer loyalty<\/strong> is rooted in emotion, which is best achieved through humanizing the product or service. Figure out how your customer feels about a certain problem by putting yourself in their shoes. For e.g., answering this question: \u201cHow do my customers feel about themselves when [name a step in your buyer journey]?<\/p>\n<p>Understanding the consumer mindset will lead to improving performance, especially regarding speed and omnichannel service. Responsiveness alone isn\u2019t enough. The human element of understanding context and being able to go outside of a \u2018script\u2019 or \u2018program\u2019 is what can differentiate your customer experience from that of a competitor.<\/p>\n<p><strong>Be present for your customers across the omni-channel:<\/strong><\/p>\n<\/div><ul class=\"fusion-checklist fusion-checklist-2\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Mobile-optimized experiences<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Webchat to expedite conversations and reduce frustration with navigation<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>SMS and email to increase engagement<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Website for redirecting customers to FAQs and self-service options<\/p>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-3\"><h2><\/h2>\n<p><strong>Measuring success begins with tracking metrics along the way:<\/strong><\/p>\n<\/div><ul class=\"fusion-checklist fusion-checklist-3\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Improving agent availability and reducing wait times with workforce management<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Improving First Call Resolution (FCR) with trained agents<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Personalization of customer experiences with data-empowered agents<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>NPS and C-Sat surveys to measure customer engagement<\/p>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-4\"><h3>Sessions Referenced:<\/h3>\n<\/div><ul class=\"fusion-checklist fusion-checklist-4\" style=\"font-size:18px;line-height:30.6px;\"><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>A New Perspective on Managing Top Performers \u2013 Nate Spears, COO, ClearSource<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>ROI of a Call Center &#8211; Bill Gosling Outsourcing<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Disruptive Innovation<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Finding the Sweet Spot: The Intersection of Peak Operational Efficiency &amp; Highest Level CX<\/p>\n<\/div><\/li><li style=\"background-color:rgba(255,255,255,0);\" class=\"fusion-li-item\"><span style=\"background-color:#0176c4;font-size:15.84px;height:30.6px;width:30.6px;margin-right:12.6px;\" class=\"icon-wrapper circle-yes\"><i class=\"fusion-li-icon awb-icon-check\" style=\"color:#ffffff;\" aria-hidden=\"true\"><\/i><\/span><div class=\"fusion-li-item-content\" style=\"margin-left:43.2px;color:#494949;\">\n<p>Bringing Innovation to Life Through Human Operations<\/p>\n<\/div><\/li><\/ul><div class=\"fusion-text fusion-text-5\"><h2><\/h2>\n<h2>Premier BPO Insight for Businesses<\/h2>\n<p>Our experts recommend the use of a <strong>blended workforce<\/strong>, especially one that can operate out of <strong>brick-and-mortar<\/strong> workspaces. This is a win-win solution that Premier BPO offers, that can help your business succeed amidst a wage war for skilled employees.<\/p>\n<p>Premier BPO operates a combination of on-site and <strong>WFH<\/strong> employees within its blended workforce. Our focus is inclusivity, employee engagement, and being a source for individuals to develop both personally and professionally. This is why we can maintain an average of less than a 3% monthly <strong>attrition<\/strong> rate (well below industry standard) across our globally dispersed teams. Our <strong>Workforce Management Solution<\/strong> also helps <strong>First-Time outsourcers<\/strong> transition and grow their workforce with a smooth cultural shift.<\/p>\n<h2>About Premier BPO<\/h2>\n<p>Premier BPO seeks to be a seamless extension of its client\u2019s business processes. This is done by immersing itself in the client\u2019s values and objectives and by providing dedicated resources that serve as a blended workforce within the client\u2019s organization. The company offers co-sourcing, a hybrid approach to outsourcing, across multiple functions for several industries through its global sites. Premier BPO has invested in security and compliance processes including obtaining PCI certification and has been serving clients since 2003.<\/p>\n<\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-0{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-0 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-0{width:100% !important;order : 0;}.fusion-builder-column-0 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><\/div><style type=\"text\/css\">.fusion-body .fusion-builder-column-1{width:100% !important;margin-top : 0px;margin-bottom : 20px;}.fusion-builder-column-1 > .fusion-column-wrapper {padding-top : 0px !important;padding-right : 0px !important;margin-right : 1.92%;padding-bottom : 0px !important;padding-left : 0px !important;margin-left : 1.92%;}@media only screen and (max-width:1024px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}@media only screen and (max-width:640px) {.fusion-body .fusion-builder-column-1{width:100% !important;order : 0;}.fusion-builder-column-1 > .fusion-column-wrapper {margin-right : 1.92%;margin-left : 1.92%;}}<\/style><\/div><\/div><style type=\"text\/css\">.fusion-body .fusion-flex-container.fusion-builder-row-2{ padding-top : 0px;margin-top : 0px;padding-right : 0px;padding-bottom : 0px;margin-bottom : 0px;padding-left : 0px;}<\/style><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":7355,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[285],"tags":[152,293,292,291],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.13 - 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