Customer Service Peer Group Meeting 

Managing Contact Center and Agent Performance: Member Practices Around Using Metrics, Dashboards and Scorecards 
May 11, 2017 09:00 AM - 03:00 PM 
Take away new ideas for enhancing the effectiveness of your contact center and agent management approach by learning about and discussing the performance measurement, data visualization and communiction practices of other contact centers. 

The International Customer Management Institute (ICMI) defines contact center management as "the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality." Talk about lots of moving parts! Achieving and maintaining success in this endeavor requires an effective management framework. This has been the case since the earliest days of dedicated, relatively simple call centers and has become even more critical as complexity has increased with the steady ratcheting up of customer expectations in a more competitive environment and the advent of multi-channel, multi-team customer interaction hubs.

At this session, discussion will center on UWEBC member companies' frameworks, measures, practices and experiences with respect to managing the performance of their overall contact center operations and individual agents. What do others see as most important to measure? How is performance data collected, displayed and communicated? We'll begin by hearing how UWEBC member companies Northwestern Mutual Insurance, Briggs & Stratton and Great Lakes Educational Loan Services approach managing the performance of their contact center operations and agents. Then, the balance of the day will be devoted to breakout group conversations around metrics and performance management-related topics of interest to participants.

Join us for this interactive forum at which you'll have the opportunity to share and discuss operational performance management measures and practices with fellow contact center leaders.

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 experiences!

Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still watch from your computer. This option allows you to view the presentations, while attending in person provides the opportunity to participate in break-out discussions, ask questions and 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 Continental Breakfast and Networking (not webcast)
9:30 AM Preliminaries and Opening Remarks (webcast available)
9:50 AM Member Practice Spotlight: Northwestern Mutual Insurance (webcast available)
  Jeremy Lewandowski – Assistant Director, Contact Center Operations
10:20 AM Member Practice Spotlight: Briggs & Stratton (webcast available)
  Dave Cluka – Director, Customer Experience
10:50 AM Break (not webcast)
11:00 AM Member Practice Spotlight: Great Lakes Educational Loan Services (webcast available)
  Mike Hamill – Contact Center Manager
11:30 AM Develop Agenda for Breakout Discussions (not webcast)
11:50 AM Lunch (not webcast)
12:30 PM Breakout Discussion Instructions (not webcast)
12:40 PM Breakout Discussions – Segment 1 (not webcast)
1:20 PM Breakout Discussions – Segment 2 (not webcast)
2:00 PM Breakout Discussions – Segment 3 (not webcast)
2:40 PM Regroup for Key Takeaways and Wrap Up (not webcast)
3:00 PM Adjourn
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 25, 2018.

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