Customer Service Peer Group Meeting 

Improving Customer Care Employee Experience: How UWEBC Members Are Making Work Easier and More Enjoyable for Frontline Associates 
November 11, 2021 09:00 AM - 02:00 PM 
Take away new ideas for improving employee experience for your customer care team members by learning about, discussing and comparing practices with fellow UWEBC members. Our first event back in person! 
    The job of a frontline customer care professional is difficult. Simultaneously navigating internal systems and following proscribed protocols and procedures, all while listening to and being "present" with customers in order to deliver the remarkable experiences our organizations aspire to (while also achieving productivity goals) is no small feat. And it is often wearing on our team members, exacting a toll on their happiness and job satisfaction over time.

    We hear a lot about customer experience. Companies are competing to provide amazing customer experiences, from the first interaction to the last. Everyone in an organization needs to be involved and it takes a lot of work to get it right.

    But what about employee experience? How does it feel to work on your company's customer care team and to do the job of a care associate? Is it a positive, seamless, and rewarding experience overall? Or is it a culture full of friction and negativity and/or work processes that are cumbersome and difficult to navigate?

    Many organizations are starting to realize that delivering a top-notch customer care experience is inextricably linked to customer care employee experience – and that satisfied employees are much more likely to create satisfied customers. From establishing and nurturing a "cultural foundation" that values employee experience, to designing policies and practices that take employees' wants and needs into account, to leveraging technology and continuous improvement processes (informed by feedback from frontline associates) to simplify and streamline the work of customer care, these organizations are working to make the job of their care team members easier and more enjoyable.

    Join us for this interactive forum at which we'll explore, share and discuss the strategies and approaches UWEBC member organizations are taking to enhance the employee experience for frontline customer care associates. We'll start by learning about the perspectives, practices and experiences of two companies in the UWEBC customer care community – Northwestern Mutual and Exact Sciences. Then, you'll have the opportunity to gain additional insight and ideas by discussing and comparing practices on particular angles of the topic of interest to you in breakout discussions with peers from other care organizations.

    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 breakout discussions. Once the agenda is complete, you'll get to choose the discussions you want to join. This will be a highly interactive session so come prepared to share and discuss your questions, challenges and experiences!

    Virtual Participation Option Available: If you can't make it to the event in-person, you can still register to attend from your computer. This option allows you to view the presentations and ask questions of speakers, as well as participate in a breakout discussion on a topic of interest to you with other virtual participants. To attend virtually, 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.


    Click on the image to view the agenda in a new window.

    Agenda for Nov 11 Event

UW-Madison Gordon Event Center (in-person); Zoom (virtual) 
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