Customer Service Peer Group Meeting 

Knowledge Management for Customer Care Organizations 
November 14, 2019 09:00 AM - 03:00 PM 
Glean insight into strategies and practices for making enterprise knowledge more easily accessible to customer service team members. 

The ability of customer care representatives to quickly access the information needed to address customer inquiries and resolve issues is critical to ensuring an excellent customer service experience in an efficient manner. Done well, knowledge management (KM) can deliver an array of business benefits, including faster ramp-up time for new associates, increased productivity for all service team members, more consistent service outcomes, and even revenue generation opportunities. However, the constant barrage of new and updated company offerings, policies, procedures, and processes poses a significant information organization and accessibility challenge for many care organizations. This session will focus on strategies and practices for addressing that challenge.

To begin our exploration of KM approaches and practices, we'll hear presentations by the customer experience and contact center advisory firm PTP around work they have done with clients to improve KM capabilities, as well as from UWEBC member companies Sub-Zero Group and Zendesk, who will discuss how they enable KM for their customer care teams (including an overview of the Knowledge-Centered Service methodology). Then, for the balance of the session, you'll have the opportunity to participate in experience and practice-sharing discussions in breakout groups focused on particular aspects of the KM theme of specific to you.

Join us for this interactive forum at which you'll be able to hear and discuss how UWEBC members and other organizations have improved the ability to capture, organize, maintain, and share information in the customer service setting – and take away ideas you can use to boost your own organization's KM effectiveness.

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 Welcome Remarks and Introductions (webcast available)
9:20 AM Topic Introduction and Plan for the Day (webcast available)
9:30 AM Subject Matter Expert Insight: Performance Technology Partners (webcast available)
  Keith Taylor – Director, Customer Experience Transformation
10:15 AM Member Practice Spotlight: Sub-Zero Group (webcast available)
  Sara Gilbertson Ley – Customer Service Manager – Connected, Knowledge, Product Support
10:45 AM Break
11:00 AM Member Practice Spotlight: Zendesk (webcast available)
  Madison Davis – Manager, Content Management
Christina Libs – Manager, Proactive Support
11:45 AM Develop Agenda for Afternoon Breakout Discussions (not webcast)
12:15 PM Lunch (not webcast)
1:00 PM Breakout Discussion Instructions (not webcast)
1:05 PM Breakout Discussions – Segment 1 (not webcast)
1:50 PM Breakout Discussions – Segment 2 (not webcast)
2:30 PM Full Group Discussion (not webcast)
2:55 PM Wrap Up (not webcast)
3:00 PM Adjourn
Gordon Dining and Event Center, Second Floor 
Events Team, 608-262-1145, 


UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on the campus’ guidance, the UWEBC will be adjusting our events scheduled through 2020.

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