Society Of Consumer Affairs Professionals In Business

Front line agent benchmark study: the objective of this research is to identify key factors influencing agent satisfaction in an ongoing effort to create work programs which lead to long-term employee and customer satisfaction, regardless of workforce model. This study was designed to: 1. Measure cx agent job sentiment & satisfaction 2. Gauge the effectiveness of current training programs, connectedness, feedback & work models 3. Determine impact of corporate culture, diversity & inclusion, stress and wfh fatigue 4. Identify leading driversof job sentiment & satisfaction which could lead to increased retention

Professional development workshops and summit: the professional development workshops and summits provides members with hands-on training and learning focused on consumer satisfaction. This includes data reporting, crisis management and quality monitoring workshops, as well as trainings that focus on technology, dei (diversity, equity, inclusion), e-writing and round table discussions relevant to industry topics. These hybrid events are held periodically throughout the year.