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.