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. 

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
Pyle Center, UW-Madison 
Jen Anderson, 608-890-1406, UWEBCevents@wisc.edu 

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