B2B Customer Service Special Interest Group – Supervisors Forum Meeting 

Training and Development Practices for Associates; Approaches to Continuous Process Improvement; Knowledge Management Methods 
December 13, 2018 09:00 AM - 03:00 PM 
Gain insights to enhance your effectiveness as a customer service leader and boost your team's performance by comparing strategies and practices with supervisor peers from other UWEBC member companies. 

The B2B Customer Service Supervisors Special Interest Group (SIG) is a collaborative learning community for those responsible for managing frontline employees (supervisors and managers) in customer service organizations supporting retailer, dealer, distributor, or other business customer types to compare and discuss strategies, methods, processes and tools for enhancing customer experience and customer service performance. Each day-long meeting focuses on 3-4 B2B customer service issues/challenges/opportunities identified by participants in the group.

Discussions at this meeting will center on participants' strategies and practices with respect to the following key supervisory activities:

  • Training and development practices for customer service associates
  • Approaches to customer service process improvement
  • Methods of documenting organizational knowledge and making it easily accessible to customer service team members

Who Should Attend: Participation in this SIG is by invitation only and is limited to managers and supervisors of customer service teams. All participants are required to register. To learn more about the B2B Customer Service Supervisors SIG, please contact Roger Paulson. If you would like to participate in this event, please register as soon as possible by emailing UWEBCevents@wisc.edu.  

Agenda Items:
9:00 AM Welcome and Plan for the Day
9:15 AM Training and Development Practices for Associates - Small Groups
10:30 AM Break
10:45 AM Training and Development Issues/Challenges Discussion - Full Group
11:30 AM Lunch
12:15 PM Continuous Improvement Practices - Small Groups
1:00 PM Continuous Improvement Practices "Best Idea" Debrief - Full Group
1:30 PM Break
1:40 PM Knowledge Management Practices - Full Group
2:30 PM Future of the SIG Discussion
3:00 PM Wrap Up and Closing Remarks
Pyle Center, UW-Madison 
Jen Anderson, 608-890-1406, UWEBCevents@wisc.edu 

Annual Conference

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The Business Best Practices & Emerging Technologies Conference is Wisconsin's premier knowledge-sharing and networking event for business leaders from well-known companies in Wisconsin and the Midwest.

This year's conference will be September 24, 2019.

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