B2B Customer Service Special Interest Group – Supervisors Forum

Gain new insight into enhancing managerial and operational performance by sharing and discussing practices with peers at other customer service organizations.

The Business-to-Business (B2B) Customer Service Special Interest Group – Supervisors Forum is a collaborative learning community for those in frontline staff supervisory roles within customer service teams at product manufacturers and distributors that primarily support business customers (retailers, dealers, distributors and/or commercial end users).

Over several meetings focusing on different aspects of customer service management practice, this SIG will provide a valuable opportunity for participants to:

  • Discuss topics of mutual interest.
  • Compare approaches for addressing shared challenges.
  • Discover new ideas for optimizing customer service team performance.

Participation in the B2B Customer Service SIG – Supervisors Forum is reserved for those in frontline staff supervisory roles (supervisors in some organizations, managers in others) within customer service organizations at UWEBC member companies. If you would like to learn more about the SIG, please review the group's charter document and/or contact UWEBC Customer Service Practice Director Roger Paulson at roger.paulson@wisc.edu or 608-261-1161.

Read the B2B Customer Service SIG – Supervisors Forum charter document»

Next Meeting

B2B Customer Service Special Interest Group – Supervisors Forum Meeting 

Training and Development Practices for Associates; Approaches to Continuous Process Improvement; Knowledge Management Methods 
December 13, 2018 09:00 AM - 03:00 PM 
Gain insights to enhance your effectiveness as a customer service leader and boost your team's performance by comparing strategies and practices with supervisor peers from other UWEBC member companies. 

The B2B Customer Service Supervisors Special Interest Group (SIG) is a collaborative learning community for those responsible for managing frontline employees (supervisors and managers) in customer service organizations supporting retailer, dealer, distributor, or other business customer types to compare and discuss strategies, methods, processes and tools for enhancing customer experience and customer service performance. Each day-long meeting focuses on 3-4 B2B customer service issues/challenges/opportunities identified by participants in the group.

Discussions at this meeting will center on participants' strategies and practices with respect to the following key supervisory activities:

  • Training and development practices for customer service associates
  • Approaches to customer service process improvement
  • Methods of documenting organizational knowledge and making it easily accessible to customer service team members

Who Should Attend: Participation in this SIG is by invitation only and is limited to managers and supervisors of customer service teams. All participants are required to register. To learn more about the B2B Customer Service Supervisors SIG, please contact Roger Paulson. If you would like to participate in this event, please register as soon as possible by emailing UWEBCevents@wisc.edu.  

Agenda Items:
9:00 AM Welcome and Plan for the Day
9:15 AM Training and Development Practices for Associates - Small Groups
10:30 AM Break
10:45 AM Training and Development Issues/Challenges Discussion - Full Group
11:30 AM Lunch
12:15 PM Continuous Improvement Practices - Small Groups
1:00 PM Continuous Improvement Practices "Best Idea" Debrief - Full Group
1:30 PM Break
1:40 PM Knowledge Management Practices - Full Group
2:30 PM Future of the SIG Discussion
3:00 PM Wrap Up and Closing Remarks
Pyle Center, UW-Madison 
Jen Anderson, 608-890-1406, UWEBCevents@wisc.edu 
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