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 

Supporting the Email Channel: Approaches to Common Challenges Around Efficiency, Quality and Customer Experience 
June 04, 2020 09:00 AM - 12:00 PM 
Take away ideas for improving how your customer care organization handles customer email. 

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, the June 4 Customer Service Peer Group meeting will take place as a web event (in an abbreviated format) to allow our members a convenient and safe way to attend.

Despite some predictions of its demise when social media and live chat came on the scene years ago, email continues to be an important channel for many customer service and support organizations. While time will tell if it will eventually be supplanted by more real-time digital channels, many customers today still prefer email in certain instances – particularly those that do not require an immediate response or for which having a "paper trail" is deemed beneficial.

Yet, despite this, many contact centers wrestle with providing email support efficiently and effectively. That is because designing and managing an email support capability in a way that both delivers the experience customers want and that optimizes the resources required to deliver that experience is not a slam-dunk proposition. Even with years of experience under their belts, it is not uncommon for service organizations to be challenged by categorizing, prioritizing, routing, composing responses efficiently, managing service level performance and/or monitoring the quality of email communications.

Join us for this live web session during which you'll have the opportunity to learn about the approaches taken by several B2B and B2C customer care organizations to managing the email channel, as well as ask questions of the panelists with respect to their ideas and recommendations for addressing your email challenges.

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2019 Highlights

Over the last year, the Customer Service practice area had numerous insightful meetings for our members to take away proven, actionable ideas from recognized thought leaders and professional peers.

Check out some of the inspiring presentations, innovative strategies and best practices from the customer service 2019 learning events. More »

2020 Customer Service Practice Area Events At a Glance

February 18 Customer Service Peer Group Meeting
March 10 B2B Customer Service SIG – Supervisors Forum Meeting
June 4 Customer Service Peer Group Meeting
June 18 B2B Customer Service SIG – Supervisors Forum Meeting
July 30 B2B Customer Service SIG – Senior Leaders Forum Meeting
August 20 Customer Service Peer Group Meeting
August 26 Customer Experience SIG Meeting
September 24 UWEBC Business Best Practices & Emerging Technologies Conference
October 7 Customer Experience SIG Meeting
November 17 Customer Service Peer Group Meeting
*Event dates and topics subject to change.

More details and the full year »

Roger PaulsonQuestions about the Customer Service practice? Contact Practice Director Roger Paulson at or 608-261-1161.

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