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Customer Service Special Interest Groups

Introducing the Fall 2022 Customer Service Special Interest Group Pilots

women smiling at a tableThe UWEBC has been a proven space to bring professionals across industries to learn from one another to solve the challenges that connect us. In an effort to provide more spaces for such learning in the Customer Service space we are introducing four standalone events that with the interest and involvement of our members could quickly and easily transition into an ongoing series of discussions for those that could benefit most. Please read on to learn more about not only the topics being introduced this fall, but also the approach to creating this space for those that could truly benefit from the perspective and experience of fellow practitioners.


Friday, September 9, 2022 - Future of Contact Centers: Do you like to keep your finger on the pulse of the ever-changing technology and service trends of the contact center? If so, this would be a great place to collaborate with others who share that enthusiasm to talk about how we can capitalize on these trends in our business. Click here to learn more about this pilot and to register.

Thursday, October 6, 2022 - Contact Center Quality Monitoring: This is a space for practitioners of Quality Monitoring to collaborate with peers to learn from each other’s experiences and practices. Click here to learn more about this pilot and to register.

Thursday, October 13, 2022 - Customer Care in a B2B Environment: Having other businesses as your customers surface unique challenges and strategies. Here you can collaborate with others that face similar realities. Click here to learn more about this pilot and to register.

Thursday, October 20, 2022 - Contact Center Workforce Management: The work of Workforce Management continues to evolve significantly from the Erlang C formula adopted decades ago, to factor in many new realities in the Contact Center space. Come to collaborate with other Workforce Management professionals. Click here to learn more about this pilot and to register.


Imagine a space to collaborate with fellow practitioners to discuss the critical aspects of your work…

man at table talking and pointingWhat is a Special Interest Group? A Special Interest Group (SIG) is a series of short form (2-3 hours) peer learning events with the intent to do a deep dive into a specific topic with individuals who are personally and professionally invested in the topic. Discussions would be fueled by members of the consortium, and likely the SIG itself. As I look for these to be largely driven by dialogue, only those registered for the pilot will automatically be invited to follow-up meetings should it continue to a full SIG. Anyone else looking to register would need to reach out to me as the Practice Director to be added to the list of invitees. This allows me to communicate the aligned purpose of the SIG and protect the richness of the dialogue.

What is a "Pilot"? In television, a pilot is a standalone episode of a television series used to sell the concept of the show to a network or buyer. Entertainment borrows the word pilot from the scientific and research communities, where “pilot studies,” “pilot projects,” and “pilot experiments” serve as small-scale and early-stage studies that help determine the feasibility, cost, concerns, or promise of a full-scale project. In that vein, we will use these pilots as a sort of proof of concept, an opportunity to show interest exists and connect with individuals who want to participate in dialogue around this topic. Some things we will look to establish in the pilot would be sub-topics for future discussion and finding volunteers to participate as members of the steering committee. All of this means that if we do not meet a minimum for participation, the pilot may not transition into a full-fledged SIG series, but at the very least those of us in attendance can have some great conversations around the topic.

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