B2B Customer Service Special Interest Group - Supervisors Forum Meeting 

Attracting, Recruiting and Evaluating Candidates for Customer Service Positions and Retaining Associates 
June 25, 2019 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 3-4 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:

  • Attracting and recruiting candidates for customer service positions
  • Interviewing and evaluating candidates
  • Retaining customer service associates
  • Dismissing customer service associates

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, please contact Roger Paulson. If you would like to participate in this event, please register as soon as possible by emailing UWEBCevents@wisc.edu.

Agenda Items:
9:00 AM Opening Remarks and Plan for the Day
9:15 AM Meet / Catch Up with Fellow Participants
9:35 AM Attracting and Recruiting Customer Service Associate Candidates (full group)
10:00 AM Interviewing and Evaluating Candidates (small groups)
10:45 AM Break
11:00 AM Interviewing and Evaluating Candidates (full group)
11:30 AM Lunch
12:30 PM Strategies and Practices for Promoting Associate Retention (small groups)
1:15 PM Break
1:30 PM Strategies and Practices for Promoting Associate Retention (full group)
2:15 PM Dismissing Associates (full group)
2:50 PM Wrap Up and Next Meetings Preview
3:00 PM Adjourn
Pyle Center 
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

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