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 

Annual Conference

Save the date!

The Business Best Practices & Emerging Technologies Conference is Wisconsin's premier knowledge-sharing and networking event for business leaders from well-known companies in Wisconsin and the Midwest.

Next year's conference will be September 24, 2020.

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.

© 2000-2019 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»