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 Web Meeting 

Virtual Training Approaches, Methods and Tools for Customer Care Organizations 
May 20, 2021 09:00 AM - 12:30 PM 
Take away new ideas for enhancing the effectiveness of training for your remote associates.This meeting will be held via web only. 
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Description:

The health and safety of our members is the UWEBC’s top priority. UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on campus' guidance, this meeting will be held via web only to allow our members a convenient and safe way to attend.

Along with the rest of the economy and population, the contact center industry has experienced a jarring upheaval as a result of the COVID-19 pandemic – including a rapid pivot to reliance on a remote workforce for a great many organizations that had little or no experience with work-at-home. Among other challenges, this meant that a huge number of contact centers were forced to adopt a remote training model for agents with almost no preparation or lead time. In the early days of the crisis, simply getting training online was a success in itself.

Fast forward to today and many contact centers now have months of virtual training delivery experience under their belts (some have much more than that!). And, with some degree of work-at-home likely to remain a permanent fixture for many customer care operations post-pandemic, it's time to look at what organizations have learned about improving and optimizing remote training.

Join us for this interactive virtual forum during which you'll have the opportunity to learn about and discuss effective practices for the design and delivery of remote learning. We'll get valuable insight into "what works" from the Work From Home Alliance, as well as from Lands' End, WPS Health Solutions and other customer care organizations that have successfully transitioned to virtual training.

 

Contact:
Events Team, , events@uwebc.wisc.edu 

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.

2021 Customer Service Practice Area Upcoming Events At a Glance

January 14 Contact Center Executive Retreat Web Meeting
February 11 Contact Center Executive Retreat Web Meeting
February 18 Customer Service Peer Group Web Meeting
March 11 Contact Center Executive Retreat Web Meeting
March 18 CX Measurement and Action Planning SIG Web Meeting
April 8 Contact Center Executive Retreat Web Meeting
May 13 Contact Center Executive Retreat Web Meeting
May 20 Customer Service Peer Group Web Meeting
June 10 Contact Center Executive Retreat Web Meeting
June 17 CX Measurement and Action Planning SIG Web Meeting
*Event dates and topics subject to change.

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Roger PaulsonQuestions about the Customer Service practice? Contact Practice Director Roger Paulson at roger.paulson@wisc.edu or 608-261-1161.

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