B2B Customer Service Special Interest Group – Supervisors Forum Meeting 

Establishing Performance Goals and Evaluating Associate Performance; Creating Accountability and Coaching 
June 20, 2018 09:00 AM - 03:00 PM 
Gain insights to enhance your effectiveness as a customer service leader and boost your team's performance by comparing strategies and practices with supervisor peers from other UWEBC member companies. 
Details»
Description:

The B2B Customer Service Supervisors Special Interest Group (SIG) is a collaborative learning community for those responsible for managing frontline employees (supervisors and managers) in customer service organizations supporting retailer, dealer, distributor, or other business customer types to compare and discuss strategies, methods, processes and tools for enhancing customer experience and customer service performance. Each day-long meeting focuses on 1-2 B2B customer service issues/challenges/opportunities identified by participants in the group.

Discussions at this meeting will center on participants' strategies and practices with respect to the following key supervisory activities:

  • Establishing performance goals for associates
  • Evaluating associate performance and monitoring quality of work
  • Developing accountability in associates
  • Coaching

Who Should Attend: Participation in this SIG is by invitation only and is limited to managers and supervisors of customer service teams. All participants are required to register. To learn more about the B2B Customer Service Supervisors SIG – or to register, please contact roger.paulson@wisc.edu.

 
Agenda Items:
9:00 AM Opening Remarks & Plan for the Day
 
9:15 AM Introductions/Get to Know Fellow Participants
 
9:45 AM Establishing Performance Goals for Associates – Full Group
 
10:15 AM Evaluating Associate Performance and Quality Monitoring – Small Groups
 
11:15 AM Break
 
11:30 AM Performance Evaluation Issues/Challenges Discussion – Full Group
 
12:00 PM Lunch
 
12:45 PM Coaching Practices with Associates – Small Groups
 
1:30 PM Break
 
1:45 PM Coaching Issues/Challenges Discussion – Full Group
 
2:15 PM Developing and Enforcing Accountability in Associates – Full Group
 
2:45 PM Wrap Up and Upcoming Meetings Preview
 
3:00 PM Adjourn
 
 
Location:
Pyle Center, UW-Madison 
Contact:
Jen Anderson, 608-890-1406, UWEBCevents@wisc.edu 

Annual Conference

Save the date!

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.

Helpful Resources

For more information on attending events, check out our FAQ page.

Please double-check the location of any meeting you attend and read our parking information page.

If you are having problems viewing a live webcast of a meeting, visit our webcast help page.

© 2000-2018 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»