Customer Service Peer Group Meeting 

Simplifying and Streamlining How Customer Service Agents Do Their Work 
May 10, 2018 09:00 AM - 03:00 PM 
Learn new ideas for “decluttering” your team’s work processes and systems by sharing and discussing experiences with fellow UWEBC members. 

Paraphrasing the Second Law of Thermodynamics, ordered arrangements tend to become more disorderly over time. This natural tendency often seems to play out with respect to how organizations perform work, including customer care organizations. Processes, procedures, systems and work environments (both physical and digital) that were clean and simple when introduced become cluttered as they are added to over time. One day, we awake to realize that our organization's resources have become bogged down with increased complexity and waste. Some of this is unavoidable in this time of accelerated change, but – often – much could be improved.

There is a significant tax on organizations as processes and systems bloat with complexity. And the problem will ultimately impact customers. In a customer service context, the costs can include hindering associates' consistency and productivity, increased training times, resistance to new undertakings and higher levels of turnover due to frustration.

At a time when customer service organizations are being asked to do more with the same (or less), it is incumbent on leaders to find every opportunity to make work processes simpler and faster to understand and execute – and to regularly take stock of and eliminate processes that are no longer needed.

Join us for this session where we will discuss and compare approaches to simplifying and streamlining the work customer service associates do and how they do it. We'll begin by hearing from UWEBC member companies Delta Dental of Southeast Wisconsin, American Family Insurance, ORBIS Corporation and J.J. Keller & Associates, who will share process improvement case studies and/or methods they use to identify and act on improvement opportunities. Following the presentations, the balance of the day will be devoted to discussion and practice-sharing in breakout groups focused on specific aspects of the day's topical theme of interest to participants.

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and insights!

Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still register to attend from your computer. This option allows you to view the presentations, while attending in person provides you with the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.

Agenda Items:
9:00 AM Opening Remarks & Plan for the Day (webcast available)
9:20 AM Member Practice Spotlight: Delta Dental of Wisconsin (webcast available)
  Stephanie Dove – Manager, Claims & Customer Experience
9:50 AM Member Practice Spotlight: American Family Insurance (webcast available)
  Debra Hermsmeier – Community Manager for Corporate Social Media Channels & Customer Care Social Media Strategy Leader
10:20 AM Member Practice Spotlight: ORBIS Corporation (webcast available)
  Sherri Jasinski – Director, Customer Support
10:50 AM Break (not webcast)
11:00 AM Member Practice Spotlight: J.J. Keller & Associates (webcast available)
  Eden Weller – Manager, Customer & Market Insights
11:30 AM Develop Agenda for Breakout Discussions (not webcast)
11:50 AM Lunch (not webcast)
12:40 PM Breakout Discussion Instructions (not webcast)
12:50 PM Breakout Discussions – Segment 1 (not webcast)
1:30 PM Breakout Discussions – Segment 2 (not webcast)
2:10 PM Breakout Discussions – Segment 3 (not webcast)
2:45 PM Regroup for Takeaways/Actionable Ideas & Wrap Up (not webcast)
3:00 PM Adjourn (not webcast)
Gordon Dining and Event Center, Second Floor 
Jen Anderson, 608-890-1406, 

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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