Welcome to SOCAP Australia's Resource Centre

Member Only Resources

Resources for All

 SOCAP Australia Soundbytes 

SOCAP International Interviews  

 Click through to listen to 7 - 8 minute podcasts

• Simon Harding, Customer Advocacy Manager, AGL Energy
• Dr Elizabeth Lanyon,  Consumer Affairs Victoria
• Alan Woodward, Lifeline Foundation for Suicide Prevention
• John Wood, Director, consultant
• David Schomburgk, consultant and
  2011 Lifetime Achievement Award winner
• Derek Jenkins, CBA and 2011 Stellar Achievement
  Award Winner
• Elissa Freeman, ACCAN and 2011 Rising Star Award Winner
• Simon Tracy, NRMA Motoring & Insurance and 2010 Rising
  Star Award Winner
• PLUS MANY MORE

Click through to Itunes and hear from a range of industry leaders including:

• Micah Solomon, author of the new bestseller "High-Tech, High-Touch Customer Care," speaking about unzipped flies, Italian mamas and how it all relates to GREAT customer care
• Cliff Moore, Chairman and Co-Founder of COPC, discussing the results, insights and best practices gleaned COPC's extensive global experience in the contact center space
• Social Media Monitoring with David Alston, Chief Marketing Officer at Radian6
• [VIDEO] Zappos Customer Care - Zappos CEO, Tony Hsieh
• Social CRM: What Are Companies Doing? - Cliff Moore, COPC, Inc.
• Improving Call Center Operations - Julie Gauthier of Desjardins
• Social Customer Care - Frank Eliason, Senior Vice President at Citi
• "Do the Right Thing: How Dedicated Employees Create Loyal Customers and Large Profits - Jim Parker, former CEO of Southwest Airlines
  
  

Quick Links to FREE Resources for SOCAP members

• Complaint Costing Tool courtesy of Leigh Thomas, Listening Post

• Paper: A new frontier: Reducing the causes of complaints
  - By Bill Dee and Charlie Trkulja (April 2012)

• 2003 SOCAP Consumer Emotions Study

• 1995 AMEX-SOCAP Study of Consumer Complaint Behaviour in Australia

• In the Consumer Interest (postage required)

• Consumer Directions - SOCAP's quarterly magazine to members

• Consumer Directions archive - soft copy back issues dating back to 2004
  
• Whitepapers: What is the value of a "cracking good" complaint department

Other

• SAI Global provides flexible information services to both access and manage Standards, Technical Publications, Legislation and Codes from around the globe.

 Useful articles from Consumer Directions (SOCAP's quarterly magazine for members)

• How Complaints Handling Delivers Customer Retention Benefits- By Lawrence Ang, Macquarie Graduate School of Management and Francis Buttle, Listening Post Pty Ltd (Consumer Directions, Dec 2009)

• Calculating the Cost and ROI of Complaints Handling- Freya Purnell (Consumer Directions, March 2012)

• Digital Age Etiquette: How to handle negative comments online
  - (Consumer Directions, September 2012)
  

• Managing the Customer Impact of Major System Changes
  - Freya Purnell (Consumer Directions, December 2012)

• The Power of Sorry
  - Eleanor Reader (Consumer Directions, December 2012)