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 Meeting 

Contact Center Quality Monitoring Trends and Emerging Practices: How Members Are Evolving Their Approaches 
February 28, 2019 09:00 AM - 03:00 PM 
Glean new ideas for enhancing the effectiveness of your contact center's interaction quality monitoring program by comparing practices with other UWEBC members. 

Interaction quality monitoring has been a fundamental pillar of performance management since the birth of the call center. Through the years, how interaction information is captured and analyzed, what benchmarks are established, and how feedback is delivered and acted upon have all varied – often dramatically – from one center to the next.

Leading practices with respect to quality monitoring have evolved over the years in response to changing business realities and the advent of new tools. And, with the growing importance of the customer care experience component of the overall customer experience – increasingly the source of competitive differentiation, approaches must continue adjust. Finding a balance between using quality monitoring as a mechanism to increase efficiency and as a way to improve customer outcomes will be more important than ever.

Join us for this session at which you'll have the opportunity to learn about and discuss current and emerging practices in quality monitoring. We'll kick off our exploration of the topic by hearing from UWEBC members CUNA Mutual Group, Northwestern Mutual Insurance and WPS Health Solutions who will share overviews of their programs and discuss recent changes they have made to their approaches. Then, we'll spend the balance of the session in small group break-out discussions with fellow quality monitoring professionals around aspects of the topic of interest to you.

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this meeting – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you'll get to choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and insights!

Webcast Available: If you can't make it to the event in-person, you can still watch from your computer. This option allows you to view the presentations, while attending in person provides the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.

Gordon Dining and Event Center, Second Floor 
Events Team, 608-262-1145, 

Connect & Collaborate

LinkedInGet immediate access to your peers in our LinkedIn Customer Service group. Members only.

M2M AdvisingLink directly to other members for in-depth benchmarking and discussion on specific business issues. Learn more, or start the process now with this form. Members only.

2018 Highlights

Over the last year, the Customer Service Peer Group 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 2018 learning events. More »

2019 Customer Service Events
At a Glance

February 14 Contact Center Workforce Management SIG Meeting
February 28 Customer Service Peer Group Meeting
March 13 B2B Customer Service SIG – Supervisors Forum Meeting
May 23 Contact Center Workforce Management SIG Meeting
May 30 Customer Service Peer Group Meeting
July 25 Contact Center Workforce Management SIG Meeting
August 22 Customer Service Peer Group Meeting
September 24 UWEBC Business Best Practices & Emerging Technologies Conference
October 24 Contact Center Workforce Management SIG Meeting
November 14 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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