Customer Service Peer Group

Next meeting October 20

Topic:

Knowledge Management in the Contact Center

Agent and customer access to enterprise knowledge in real time is critical to delivering an excellent customer service experience. Yet, providing agents and customers with this access to detailed product/service information, answers to commonly asked questions, and knowledge of developing issues that may generate customer calls is a significant challenge for many contact centers. In response, a growing number of companies are leveraging a new generation of knowledge management strategies, processes, and tools to power their customer interactions and provide top-notch customer service. This meeting will focus on approaches and tools being employed by UWEBC member companies to make enterprise knowledge more easily accessible to their customer service agents and customers.

When

Wednesday, October 20, 2010, 9:30 a.m.–3:00 p.m.

Where

1003 Engineering Centers Building

University of Wisconsin-Madison

1550 Engineering Drive

Madison, WI 53706

Directions

Who Should Attend

Customer service leaders, contact center directors, others involved in developing and executing knowledge management strategies, processes, and tools.

RSVP Needed

Please email Christine Theilacker at christine.theilacker@uwebc.wisc.edu to register.

Meetings details

Lunch will be served. See the Customer Service calendar entry for for additional information.

About This Peer Group

As it becomes more difficult for companies to differentiate themselves in hyper-competitive markets on the basis of product or service attributes alone, astute business leaders realize the strategic importance of customer service. For many organizations, the contact center is the primary interface channel for a majority of potential and existing customers, and, therefore, a critical determinant of the overall customer experience on which companies will increasingly rely to differentiate themselves in the future. However, customer service is also one of the most people-intensive functions for many firms, a fact which demands that steadfast attention be paid to cost efficiency. Balancing the dual goals of delivering a desired customer experience at an acceptable cost to the company is the difficult daily challenge of the customer service leader. The Customer Service Peer Group is a forum for these leaders and senior practitioners to share and discuss the business strategies and practices that effectively address this challenge.

Using the UW E-Business Consortium’s proven Peer Group format, representatives from member companies meet quarterly for a highly interactive, professionally facilitated discussion in a collaborative, non-commercial environment. Member and subject-matter-expert case studies are commonly featured. Regular participants have the opportunity to form valuable business relationships with like-minded customer service management professionals from a diverse set of industries.