Customer Service Peer Group Meeting

Contact Center Quality Monitoring Trends and Emerging Practices: How Members Are Evolving Their Approaches

February 28, 2019 09:00 AM - 03:00 PM

Glean new ideas for enhancing the effectiveness of your contact center's interaction quality monitoring program by comparing practices with other UWEBC members.

Meeting Assets

CUNA Mutual Group Presentation Slides: Contact Center Quality Monitoring

Peter Kohl, CUNA Mutual Group
CUNA Mutual Group Presentation: Contact Center Quality Monitoring

Peter Kohl, CUNA Mutual Group
Northwestern Mutual Presentation Slides: Evolving the Quality Program at Northwestern Mutual

Chris McFadin and Brianna Basta, Northwestern Mutual
Northwestern Mutual Presentation: Evolving the Quality Program at Northwestern Mutual

Chris McFadin and Brianna Basta, Northwestern Mutual
UWEBC Presentation Slides: Contact Center Quality Monitoring Trends and Emerging Practices

Roger Paulson, UWEBC
WPS Health Solutions Presentation Slides: Our Quality Evolution

Barb Bleiler and Tara Simonson, WPS Health Solutions
WPS Health Solutions Presentation: Our Quality Evolution

Barb Bleiler and Tara Simonson, WPS Health Solutions

Additional Resources

Evolution of CUNA Mutual Group's Contact Center Quality Assurance Program

UWEBC

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July 2023

6	Sales & Operations Planning Special Interest Group Hybrid Meeting - Sales & Operations Planning - Kickoff Meeting
8	Marketing Peer Group Hybrid Meeting - The Rise of Video Storytelling: How to Captivate Your Audience and Build Your Brand
12	UWEBC Boot Camp - Strategy Activation Boot Camp
16	Human Resources Executives Group Virtual Meeting - ChatGPT and HR: A Primer for HR Executives
27	Information Technology Peer Group - Road Trip to Summerfest Tech
30	Contact Center Quality Monitoring Special Interest Group Virtual Meeting

13	Future of Contact Centers Special Interest Group Virtual Meeting- Sentiment Analysis: Catching Feelings
18	Information Technology Peer Group Virtual Meeting - Leveraging Sustainability in Tech to Drive Efficiency and Cost Savings
20	Contact Center Workforce Management Special Interest Group Virtual Meeting

Customer Service Peer Group Meeting

COVID-19

UWEBC Events

June 2023

July 2023