Customer Service Peer Group

Next meeting May 13. Topic:

Motivating Agents for Excellence

When

Thursday, May 13, 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 planning and executing agent motivation

RSVP Needed

Please email Andrea Walk at andrea.walk@uwebc.org to register.

Meetings in 2010

Please reserve these Thursdays for the Customer Service Peer Group on your 2010 calendar: May 20 and October 20. Meetings will be from 9:30 a.m.–3:00 p.m., and lunch will be served. See the Customer Service calendar entries 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.