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The Future of Contact Centers 

Special Interest Group, Pilot Session 
September 09, 2022 09:00 AM - 11:00 AM 
Connect with fellow contact center practitioners on trends, tools, challenges and strategies that may impact our contact centers in the not so distant future, and help develop a strategy for ongoing dialogue on the topic. 

Do you like to keep your finger on the pulse of the ever-changing technology and service trends of the contact center? If so, this would be a great place to collaborate with others who share that enthusiasm to talk about how we can capitalize on these trends in our business. In this session, we will discuss trends, tools, challenges and strategies that may impact our contact centers in the not so distant future. What will our customers need? What will our teams need? How will our organizations support what's coming? As an exploratory pilot session we will explore the possibility of setting this topic up for a regular ongoing discussion in the form of a special interest group, including taking volunteers to act as a steering committee.

  • What is a Special Interest Group?: A Special Interest Group (SIG) is a series of short form (2-3 hours) peer learning events with the intent to do a deep dive in a specific topic with individuals who are personally and professionally invested in the topic. Discussions would be fueled by members of the consortium, and likely the SIG itself. As I look for these to be largely driven by dialogue, only those registered for the pilot will automatically be invited to follow up meetings should it continue to a full SIG. Anyone else looking to register would need to reach out to myself as the Practice Director to be added to the list of invitees. This allows me to communicate the aligned purpose of the SIG to protect the richness of the dialogue.
  • What is a "Pilot"?: In television a pilot is a standalone episode of a television series used to sell the concept of the show to a network or buyer. Entertainment borrows the word pilot from the scientific and research communities, where “pilot studies,” “pilot projects,” and “pilot experiments” serve as small-scale and early-stage studies that help determine the feasibility, cost, concerns, or promise of a full-scale project. In that vein we will use these pilots as a sort of proof of concept, an opportunity to show interest exists and connect with individuals who want to participate in dialogues around this topic. Some things we will look to establish in the Pilot would be some sub-topics for future discussion and find volunteers to participate as members of the steering committee. All of this means that if we do not meet a minimum of participation the Pilot may not transition into a full-fledged SIG series, but at the very least those of us in attendance can have some great conversation around the topic.

  • Who Should Attend?: Participation in this SIG Pilot is encouraged for any contact center practitioners within our member organizations who are comfortable wading through the ambiguity of what could be to have the best chance of being prepared for it. All participants are required to register. To learn more about any of our upcoming SIG Pilots, please contact Matthew Cone.

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Agenda Items:
9:00 AM Intro and Purpose
9:10 AM Defining the Topic
9:20 AM Topic Discussion; How is it, will it, or could it impact our contact centers?
9:50 AM Bringing our ideas together
10:15 AM How does this lead to Action?
10:45 AM What could this space be for you?
10:55 AM What's next!
11:00 AM Adjourn
Events Team, , events@uwebc.wisc.edu 
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