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.

During the COVID-19 pandemic, most customer care organizations were impelled to transition to a work-from-home (WFH) model to remain operational and ensure the safety of employees – many with little or no experience managing remote team members. For a good number of these organizations, the results have been mostly positive and, having experienced the advantages that remote working offers in cost savings and convenience to themselves and to employees, they have set upon a course to make some degree of WFH a permanent fixture of their staffing strategies going forward.

It's one thing, however, to "get it done" in the throes of necessity and another to "do it well" in order to ensure a sustainable WFH strategy. Because, alongside the benefits of remote working for both parties, there are some very real challenges for managers and supervisors responsible for keeping their WFH employees engaged and productive long-term. How to maintain the "connection" that is vital to the employee/supervisor relationship? How to elicit a high level of effort and performance without being demotivating? How to develop employees working remotely? These are all questions managers and supervisors who are still relatively new to working with remote team members face as they look to continue improving customer and employee experiences – and achieve great results for their businesses..

Join us for this interactive forum to learn about the effective approaches fellow customer care leaders have taken to managing their remote team members. The morning will include Member Practice Spotlights from several UWEBC members, as well as breakout conversations in which you'll have the opportunity to discuss challenges and compare practices with peers in other care organizations.