B2B Customer Service Special Interest Group - Supervisors Forum Meeting 

Measuring Quality of Work, Using Individual and Team Metrics and Coaching Associates 
October 10, 2019 09:00 AM - 03:00 PM 
Gain insights to enhance your effectiveness as a customer service leader and boost your team's performance by comparing strategies and practices with supervisor peers from other UWEBC member companies. 
Details»
Description:

The B2B Customer Service Supervisors Special Interest Group (SIG) is a collaborative learning community for those responsible for managing frontline employees (supervisors and managers) in customer service organizations supporting retailer, dealer, distributor, or other business customer types to compare and discuss strategies, methods, processes and tools for enhancing customer experience and customer service performance. Each day-long meeting focuses on 3-4 B2B customer service issues/challenges/opportunities identified by participants in the group.

Discussions at this meeting will center on participants' strategies and practices with respect to the following key supervisory activities:

  • Measuring and monitoring associates' quality of work
  • Using team and individual metrics and associated practices
  • Coaching associate performance

Who Should Attend: Participation in this SIG is by invitation only and is limited to managers and supervisors of customer service teams. All participants are required to register. To learn more about the B2B Customer Service Supervisors SIG, please contact Roger Paulson. If you would like to participate in this event, please register as soon as possible by emailing UWEBCevents@wisc.edu.

 
Agenda Items:
9:00 AM Opening Remarks and Plan for the Day
 
9:15 AM Meet / Catch Up with Fellow Participants
 
9:35 AM Evaluating the Quality of Associates' Work (practice-sharing in smaller groups)
 
10:30 AM Break
 
10:45 AM Evaluating the Quality of Associates' Work (full group discussion)
 
11:30 AM Lunch
 
12:30 PM Using Individual and Team Metrics (full group discussion)
 
1:30 PM Break
 
1:45 PM Coaching Associates (practice-sharing in smaller groups)
 
2:30 PM Coaching Associates (full group discussion)
 
2:55 PM Wrap Up and Next Meetings Preview
 
3:00 PM Adjourn
 
 
Location:
Pyle Center 
Contact:
Events Team, 608-262-1145, UWEBCevents@wisc.edu 

COVID-19

UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on the campus’ guidance, the UWEBC will be adjusting our events scheduled through August 31. Learn more»

Helpful Resources

For more information on attending events, check out our FAQ page.

Please double-check the location of any meeting you attend and read our parking information page.

If you are having problems viewing a live webcast of a meeting, visit our webcast help page.

UWEBC Events

May 2020

7 Web Only: Trade Compliance Special Interest Group Meeting - Best Practices in Building an Import Trade Compliance Program
13 Web Only: Marketing Peer Group Meeting - Mastering Your Social Media Strategy
15 Web Only: Human Resources Executives Special Interest Group Meeting - COVID-19: Return-to-Work Considerations and Practices
19 Web Only: Indirect Procurement Special Interest Group Meeting - Contract Management Best Practices
20 Web Only: Agile IT Special Interest Group Meeting - Agile Team Development, Management and Leadership
21 Web Only: E-Retailer Special Interest Group Meeting - E-Commerce During COVID-19

June 2020

4 Web Only: Customer Service Peer Group Meeting - Supporting the Email Channel: Approaches to Challenges Around Workflow, Efficiency, Response Time Management and Quality Monitoring
9 Web Only: B2B Marketing Special Interest Group Meeting - Channel Marketing - Partner and Dealer Strategies
11 Web Only: Procurement Peer Group Meeting - Supplier Challenges: Managing your supply base, supplier financial health and supplier diversity
16 Web Only: Information Technology Peer Group Meeting - Creating a Learning Organization to Develop the Technologists of the Future
17 Web Only: Logistics and Distribution Peer Group Meeting - Domestic Transportation Outlook: 2020 and Beyond
18 Web Only: B2B Customer Service Special Interest Group - Supervisors Forum Meeting - Managing Change Initiatives and Communication Practices within the Customer Care Team and with Other Functions
© 2000-2020 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»