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Customer Service Peer Group Hybrid Meeting 

Strategies to Reduce Customer Effort and Increase First Contact Resolution 
November 08, 2023 09:00 AM - 02:00 PM 
Join our peer learning group to explore the value of removing anticipated barriers to your customer's journey, so you can address their concern the first time they contact you, if not before it's a concern at all! 

Join us for an engaging and informative event where we will explore Strategies to Reduce Customer Effort and Increase First Contact Resolutions with fellow professionals and experts. As Matthew Dixon, co-author of The Effortless Experience said: “You need to give your customers fewer reasons to be disloyal, and the best way to make that happen is to reduce customer effort.” Reducing effort is the best way to show empathy for your customers because it reflects something personal for each of them.

However, delivering on those promises is not always easy. Many barriers can prevent us from providing a smooth and effortless customer service experience, such as complex processes, lack of resources, poor communication, insufficient training, and misaligned incentives. These barriers can result in frustrated customers, low satisfaction scores, high churn rates, and increased costs.

That’s why we need to learn from each other and share best practices on how to overcome these challenges and improve our customer service performance. By participating in this event, you will have the opportunity to network with peers, exchange ideas, and gain insights from each other. You will also discover practical tips and tools to reduce customer effort and increase first-contact resolution in your own organization and team. Don’t miss this chance to enhance your organization's customer service skills and knowledge. Register now and join us for this exciting event!

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.

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Agenda Items:
9:00 AM Introductions & Opening Remarks
9:25 AM The Frictionless Organization
  Guest insight with Author Bill Price
10:00 AM Break
10:15 AM Creating an effortless journey through intention
  Member Spotlight featuring Alex Paez-Gerstenhaber and Jesse Brud of Hy Cite
10:50 AM Committing to the Effortless Experience
  Member Spotlight featuring Natalie Hall and Eddie Dusel of Schneider
11:30 AM Breakout Discussions
  Virtual Attendees Only
11:30 AM Develop Breakout Topic Agenda
  Onsite Attendees Only
11:40 AM Lunch
  Onsite Attendees Only
11:55 AM Wrap-Up
  Virtual Attendees Only
12:00 PM Adjourn
  Virtual Attendees Only
12:25 PM Breakout Discussions: Segment 1
  Onsite Attendees Only
1:15 PM Breakout Discussions: Segment 2
  Onsite Attendees Only
1:50 PM Wrap-Up
  Onsite Attendees Only
2:00 PM Adjourn
  Onsite Attendees Only
UW-Madison Pyle Center (In-person); EventsAir (Virtual) 
Events Team, , events@uwebc.wisc.edu 
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