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 

Managing Contact Center Performance: Developing and Using Metrics, Dashboards and Scorecards at the Team and Associate Levels 
May 11, 2017 09:00 AM - 03:00 PM 
Gain new insight into enhancing the effectiveness of your contact center management methods by learning about and discussing the practices of other contact centers. 

The International Customer Management Institute (ICMI) defines contact center management as "the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality." Talk about lots of moving parts! Achieving and maintaining success in this endeavor requires an effective management framework. This has been the case since the earliest days of dedicated, relatively simple call centers and has become even more critical as complexity has increased with the steady ratcheting up of customer expectations in a more competitive environment and the advent of multi-channel, multi-team customer interaction hubs.

At this session, discussion will center on UWEBC member companies' frameworks, measures, practices and experiences with respect to managing the operations of their overall customer service organizations and individual team members. What do others see as most important to measure? How is performance data displayed and communicated? We'll here examples of how several companies of different sizes approach managing their contact centers. Afterwards, the balance of the day will be devoted to breakout group conversations around contact center management-related topics of interest to participants.

Join us for this interactive forum at which you'll have the opportunity to share and discuss operational performance management measures and practices with fellow contact center leaders.

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 experiences!

Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still watch from your computer. This option allows you to view the presentations, while attending in person provides the opportunity to participate in break-out discussions, ask questions and 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 
Jennifer Anderson, 608-890-1406, 

Connect & Collaborate

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