The Customer Service Peer Group, led by Matthew Cone, offers collaborative learning opportunities to compare and share expertise with members from organizations of similar business models. In this group, participants gather and learn about various topics through presentations, peer-to-peer discussions, and case-study examples. A few topics that were discussed over the past year include virtual training methods, onboarding approaches, and enhancing user experience.
Special Interest Groups bring together members with a shared interest in a specific topic for in-depth discussion over several meetings.
The Customer Service practice area currently has three Special Interest Groups: Future of Contact Centers, Contact Center Quality Monitoring, and Contact Center Workforce Management.
Select a group below to see all upcoming and past events for that group, and click on an event title to view or download available assets for the event.
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Next Event
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 05/22/25 | Customer Service Peer Group Hybrid Event - Focus on the Basics: Clear Communication and Expectations to Build Trust | Customer Service Focus Area | Customer Service | Event Details |
Past Events
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 03/11/25 | Wisconsin Customer Experience Symposium - Wisconsin Customer Experience Symposium | Customer Service Focus Area | Customer Service | Event Details |
| 02/20/25 | Customer Service Peer Group Hybrid Event - Committing to Quality: Strong Customer Service Operations | Customer Service Focus Area | Customer Service | Event Details |
Keep your finger on the pulse of the ever-changing technology and service trends of the contact center and capitalize on these impending changes within your organization.
The Contact Center, according to Gartner, supports customer interactions across a range of channels, including phone calls, email, web chat, web collaboration, and the emerging adoption of social media interactions. With the speed of development in tools, technologies, capabilities, and interfaces, this recently updated definition seems to be on the verge of being outdated. The Future of Contact Centers (FoCC) Special Interest Group (SIG) is a collaborative space for participants to:
- Discuss trends, tools, challenges, and strategies that may impact contact centers in the not-so-distant future.
- Learn about new approaches to addressing rising needs from other UWEBC participants.
- Meet and connect with other participants that share this forward-looking enthusiasm.
Participation in the Future of Contact Centers Special Interest Group is encouraged for any contact center practitioners within our UWEBC member organizations who are comfortable wading through the ambiguity of what could be to have the best chance of being prepared for it. All participants are required to register. To learn more about any of our Special Interest Groups, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the FoCC SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.
Next Event
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 07/17/25 | Future of Contact Centers Special Interest Group - Topic To Be Announced Soon | Customer Service Focus Area | CS / Future of Contact Centers Special Interest Group | Event Details |
Past Events
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 03/20/25 | Future of Contact Centers Special Interest Group - Outsourcing the Customer Approach: Simplifying Support, and Reducing Customer Effort | Customer Service Focus Area | CS / Future of Contact Centers Special Interest Group | Event Details |
| 11/07/24 | Future of Contact Centers Special Interest Group - AI in Employee Training: Learning to be Better Humans from Technology | Customer Service Focus Area | CS / Future of Contact Centers Special Interest Group | Event Details |
View all past Future of Contact Centers SIG events
Thank you to our Steering Committee
- Rosemary Eastlick, Senior Manager of Business Systems & Analytics, Lands’ End
- Brad Hoh, Senior Continuous Improvement Manager, Generac
- Dave Poeschl, AVP of Member Solutions Center, UW Credit Union
Connect with fellow practitioners on what is happening in the contact center Quality Monitoring space and help develop a strategy for ongoing success in its practice.
This is a forum for practitioners of Quality Monitoring to collaborate with peers to learn from each other’s experiences and practices. In this space, we will discuss the current tools, strategies, and challenges contact centers experience in the Quality Monitoring space. The Contact Center Quality Monitoring Special Interest Group (SIG) is a collaborative space for participants to:
- Discuss trends, tools, challenges, and strategies in Quality Monitoring.
- Learn about successful strategies to overcome Quality Monitoring challenges from other UWEBC practitioners.
- Meet and connect with other Quality Monitoring practitioners from across industries.
Participation in the Contact Center Quality Monitoring Special Interest Group is encouraged for any Quality Monitoring practitioners within our UWEBC member organizations. All participants are required to register. To learn more about any of our Special Interest Groups, or to be added to the invite list for these exclusive practitioner events, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the Contact Center Quality Monitoring SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.
Next Event
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 06/12/25 | Contact Center Quality Monitoring - Special Interest Group | Customer Service Focus Area | CS / Contact Center Quality Monitoring Special Interest Group | Event Details |
Past Events
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 10/17/24 | Contact Center Quality Monitoring - Special Interest Group | Customer Service Focus Area | CS / Contact Center Quality Monitoring Special Interest Group | Event Details |
| 06/13/24 | Contact Center Quality Monitoring - Special Interest Group | Customer Service Focus Area | CS / Contact Center Quality Monitoring Special Interest Group | Event Details |
View all past Contact Center Quality Monitoring SIG events
Thank you to our Steering Committee
- Sonya Bennecke, Quality Facilitator, Snap-on Tools
- Amber Corry, Manager of Quality Client Services, Exact Sciences
- Liz Mancl, Manager of Quality Assurance, Delta Dental of Wisconsin
Connect with fellow practitioners on what is happening in the contact center Workforce Management space and help develop a strategy for ongoing success in its practice.
This is a forum for practitioners of Workforce Management to collaborate with peers to learn from each other’s experiences and practices. In this space, we will discuss the current tools, strategies, and challenges contact centers experience in the Workforce Management space. The Contact Center Workforce Management Special Interest Group (SIG) is a collaborative space for participants to:
- Discuss trends, tools, challenges, and strategies in Workforce Management.
- Learn about successful strategies to overcome Workforce Management challenges from other UWEBC practitioners.
- Meet and connect with other Workforce Management practitioners from across industries.
Participation in the Contact Center Workforce Management Special Interest Group is encouraged for any Workforce Management practitioners within our UWEBC member organizations. All participants are required to register. To learn more about any of our Special Interest Groups, or to be added to the invite list for these exclusive practitioner events, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the Contact Center Workforce Management SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.
Next Event
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 06/26/25 | Contact Center Workforce Management - Special Interest Group | Customer Service Focus Area | CS / Contact Center Workforce Management Special Interest Group | Event Details |
Past Events
| Date | Title | Focus Area | Peer Group | |
|---|---|---|---|---|
| 11/14/24 | Special Interest Group - Contact Center Workforce Management | Customer Service Focus Area | CS / Contact Center Workforce Management Special Interest Group | Event Details |
| 07/30/24 | Special Interest Group - Contact Center Workforce Management | Customer Service Focus Area | CS / Contact Center Workforce Management Special Interest Group | Event Details |
View all past Contact Center Workforce Management SIG events
Thank you to our Steering Committee
- Arthur Rebischke, Manager of Operational Analytics and Workforce Management, Lands’ End
- Ashley Snow, Resource Management Consultant, Alliant Energy
Questions about the Customer Service Practice Area? Contact:
Matthew Cone
Position title: Customer Service Practice Director
Email:
matthew.cone
Phone: 608-263-0635