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. 
     
Details»
Description:

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, J.J. Keller & Associates and ORBIS Corporation, who will share methods they use to identify and act on process 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.

 
Location:
Gordon Dining and Event Center, Second Floor 
Contact:
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 25, 2018.

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