SVP, Brand Management Rachel LaFera Joins Board of Directors of the Florida Chapter of SOCAP The Society of Consumer Affairs Professionals (SOCAP) International, an association committed to advancing customer care and engagement, recently held its 2018 Re-Imagine Customer Care Conference in Salt Lake City, Utah. ERC’s CEO and President Marty Sarim and SVP of Client Solutions Drew Allan were in attendance, along with hundreds of care professionals from around the country, to explore how the customer care functions must adapt to meet the future needs of customers. ERC sponsored the opening session titled “How To Predict The Future: 7 Non-Obvious Trends That Explain What Customers Really Want”, conducted by Rohit Bhargava, a leading authority on marketing, trends and innovation, and the founder of the Non-Obvious Company. Rohit is widely considered one of the most entertaining and original keynote speakers on marketing disruption and innovation in the world. He is the Wall Street Journal-bestselling author of five books on many topics, including the future of business, how to build a brand with personality, and why leaders always eat left-handed. “As an organization that prides itself on being ahead of the curve, ERC saw sponsoring a session about predicting the future and staying up on trends as an obvious fit,” said Rachel LaFera, ERC’s SVP of Brand Management and a recently elected member of the Board of Directors of the Florida Chapter of SOCAP.  “We have been a supporter of SOCAP for several years because ERC believes in evolving and continuing education, and participation in such events plays a crucial role in reimagining and redefining the rules regarding customer contact centers.” The entire conference focused on customer connections and the impact machine learning and artificial intelligence will have on the BPO industry. As the industry begins to rely on technology to create better customer experiences, ERC is committed to leveraging such technologies to supply the highest level of customer service to our clients and our client’s customers. Commenting on her Board of Directors appointment, LaFera stated, “I’m honored to be involved in such an important organization dedicated to customer care and engagement for business success. “She added, “I look forward to playing an active role in bringing customer care professionals together and building a supportive community for them.”
About ERC ERC is a global BPO provider delivering end-to-end customer engagement driven by relationships, resources, and results. Its extensive client list includes more than 20 Fortune 500 companies. ERC is committed to providing an unparalleled customer experience with the quality control, business intelligence, and overall performance every client deserves by connecting them to superior talent and technology in domestic, near-shore, and far-shore locations. For more information, visit
About SOCAP Founded in 1973, SOCAP International represents a thriving global profession of best-in-class customer care experts across all industries. SOCAP is a member-driven organization committed to promoting customer care and customer engagement as a competitive advantage in business. The Association’s members include vice presidents, directors, managers and supervisors of customer care and consumer affairs from some of world leading brands as well as hundreds of business partner organizations. SOCAP provides the educational tools and professional resources to help its members to drive business transformation within their companies. Additionally, SOCAP’s exclusive network gives members access to thousands of customer care experts across the globe. Visit  for complete SOCAP information.