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SOCAP International

2011 SYMPOSIUM May 1 - 4 | The Cosmopolitan of Las Vegas Retail | Travel & Hospitality | Consumer Packaged Goods | Healthcare | Financial Services Join SOCAP International's community of global customer relationship experts for the 2011 Symposium in Las Vegas, Nevada at The Cosmopolitan of Las Vegas! This year's Symposium promises to offer even greater networking and idea sharing! You will have the opportunity to network with industry peers as well as take part in targeted workshops designed to enhance your knowledge of key customer care issues. Additionally, you can choose to attend one of our exciting bonus sessions, which include a tour at Zappos or The Cosmopolitan of Las Vegas and a ticket to see the show LOVE with Cirque du Soleil. Day One offers you the opportunity to engage in industry-specific discussions on customer care with SOCAP's featured Industry Communities. Day Two brings you workshops on targeted topics like Contact Center Operations, Crisis Training and Social Media to expand your knowledge as a customer care professional.

Register online today at www.socap.org

2011 SYMPOSIUM SCHEDULE SUNDAY, May 1

TUESDAY, May 3

1:00-6:00pm

Conference Registration

8:00am-5:00pm

2:00-3:30pm

Chapter Leadership Forum

8:00-9:00am

Continental Breakfast

4:00-5:00pm

First Timer/New Member Welcome

9:00-10:30am

Morning General Session

5:00-6:00pm

Welcome Reception

MONDAY, May 2 7:30am-5:00pm

Conference Registration

7:30-8:30am

Continental Breakfast

8:30-9:45am

Opening General Session

Keynote: Joan K. Woodward, Executive Vice President of Public Policy, Travelers

10:30-11:00am

Networking Break

11:00am-12:00pm

Key Issues Workshops

12:15-1:15pm

Networking Luncheon

1:00-1:45pm

Networking & Dessert in Exhibit Hall

1:45-3:30pm

Key Issues Workshops (continued)

Keynote: Terry Jones, Founder and Former CEO, Travelocity.com; Chairman, Kayak.com

9:45-10:45am

Exhibit Hall Opens/Networking Time

11:00am-12:30pm

Industry Breakout Sessions • Retail • Travel & Hospitality • Consumer Packaged Goods (F&B/Household Personal Care) • Healthcare • Financial Services (NEW)

12:45-1:45pm

Industry Networking Luncheon

1:15-2:00pm

Networking & Dessert in Exhibit Hall

2:00-3:30pm

Industry Breakout Sessions (continued) • Retail • Travel & Hospitality • Consumer Packaged Goods (F&B/Household Personal Care) • Healthcare • Financial Services (NEW)

3:30-4:00pm

Networking Break

4:00-5:15pm

Afternoon General Session Keynote: Edward Jay Goldberg, Senior Vice President of External Affairs, Macy's

5:15-6:15pm

Exhibitor Reception

Conference Registration

• Social Media Strategy: Building a Framework and Taking It to the Next Level • Surviving A Crisis • Staying in the Know: Policy and Regulatory Issues Impacting Customer Care • Leading Your Contact Center Through Best-in-Class Practices

• Social Media Strategy: Building a Framework and Taking It to the Next Level • Surviving A Crisis • Staying in the Know: Policy and Regulatory Issues Impacting Customer Care • Leading Your Contact Center Through Best-in-Class Practices

3:30-4:00pm

Networking Break

4:00-5:15pm

Closing General Session Keynote: Steve Gross, Executive Director and Chief Playmaker, Life is Good Kids Foundation

6:30-9:30pm

Social Finale

WEDNESDAY, May 4 9:00-11:30am

Tour at Zappos Headquarters OR Tour at The Cosmopolitan of Las Vegas (separate registration required)

Follow the 2011 Symposium on Twitter Hashtag #SYMP11

SOCAP 2011 Symposium Brochure  

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