The Customer Service Peer Group offers collaborative learning opportunities to compare and share expertise with members from organizations of similar business models through presentations, peer-to-peer discussion, and case-study examples.

Customer Service Peer Group Meeting 

Simplifying and Streamlining How Customer Service Agents Do Their Work 
May 10, 2018 09:00 AM - 03:00 PM 
Learn new ideas for “de-cluttering” your team’s work processes and systems by sharing and discussing experiences with fellow UWEBC members. 

Registration for this meeting will open on April 5.

Paraphrasing the Second Law of Thermodynamics, ordered arrangements tend to become more disorderly over time. This natural tendency often seems to play out with respect to how organizations perform work, including customer care organizations. Processes, procedures, systems and work environments (both physical and digital) that were clean and simple when introduced become cluttered as they are added to over time. One day, we awake to realize that our organization's resources have become bogged down with increased complexity and waste. Some of this is unavoidable in this time of accelerated change, but – often – much could be improved.

There is a significant tax on organizations as processes and systems bloat with complexity. And the problem will ultimately impact customers. In a customer service context, the costs can include hindering associates' consistency and productivity, increased training times, resistance to new undertakings and higher levels of turnover due to frustration.

At a time when customer service organizations are being asked to do more with the same (or less), it is incumbent on leaders to find every opportunity to make work processes simpler and faster to understand and execute – and to regularly take stock of and eliminate processes that are no longer needed.

Join us for this session where we will discuss and compare approaches to simplifying and streamlining the work customer service associates do and how they do it.

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.

Gordon Dining and Event Center, Second Floor 
Jen Anderson, 608-890-1406, 

Connect & Collaborate

LinkedInGet immediate access to your peers in our LinkedIn Customer Service group. Members only.

M2M AdvisingLink directly to other members for in-depth benchmarking and discussion on specific business issues. Learn more, or start the process now with this form. Members only.


Over the last year, the Customer Service Peer Group had numerous insightful meetings for our members to take away proven, actionable ideas from recognized thought leaders and professional peers.

Check out some of the inspiring presentations, innovative strategies and best practices from the customer service 2017 learning events. More »

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