Customer Service Peer Group Meeting 

Contact Center Quality Monitoring Trends and Emerging Practices: How Members Are Evolving Their Approaches 
February 28, 2019 09:00 AM - 03:00 PM 
Glean new ideas for enhancing the effectiveness of your contact center's interaction quality monitoring program by comparing practices with other UWEBC members. 

Interaction quality monitoring has been a fundamental pillar of performance management since the birth of the call center. Through the years, how interaction information is captured and analyzed, what benchmarks are established, and how feedback is delivered and acted upon have all varied – often dramatically – from one center to the next.

Leading practices with respect to quality monitoring have evolved over the years in response to changing business realities and the advent of new tools. And, with the growing importance of the customer care experience component of the overall customer experience – increasingly the source of competitive differentiation, approaches must continue adjust. Finding a balance between using quality monitoring as a mechanism to increase efficiency and as a way to improve customer outcomes will be more important than ever.

Join us for this session at which you'll have the opportunity to learn about and discuss current and emerging practices in quality monitoring. We'll kick off our exploration of the topic by hearing from UWEBC members CUNA Mutual Group, Northwestern Mutual Insurance and WPS Health Solutions who will share overviews of their programs and discuss recent changes they have made to their approaches. Then, we'll spend the balance of the session in small group break-out discussions with fellow quality monitoring professionals around aspects of the topic of interest to you.

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this meeting – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you'll get to choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and insights!

Webcast Available: If you can't make it to the event in-person, you can still watch from your computer. This option allows you to view the presentations, while attending in person provides the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.

Agenda Items:
9:00 AM Opening Remarks and Plan for the Day (webcast available)
9:20 AM Member Practice Spotlight: Northwestern Mutual (webcast available)
  Chris McFadin – Call Analytics & Insights Consultant
Brianna Basta – Contact Center Coach
9:55 AM Member Practice Spotlight: CUNA Mutual Group (webcast available)
  Peter Kohl – Quality Assurance Supervisor
10:30 AM Break (not webcast)
10:45 AM Member Practice Spotlight: WPS Health Solutions (webcast available)
  Barb Bleiler – WFO Solution Deployment Leader
Tara Simonson – Operational Innovation Leader
11:20 AM Develop Agenda for Afternoon Breakout Discussions (not webcast)
11:45 AM Lunch (not webcast)
12:45 PM Breakout Discussion Instructions (not webcast)
12:55 PM Breakout Discussions – Segment 1 (not webcast)
1:35 PM Breakout Discussions – Segment 2 (not webcast)
2:15 PM Breakout Discussions – Segment 3 (not webcast)
2:50 PM Regroup for Takeaways/Actionable Ideas and Wrap Up (not webcast)
3:00 PM Adjourn (not webcast)
Gordon Dining and Event Center, Second Floor 
Events Team, 608-262-1145, 

Annual Conference

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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.

This year's conference will be September 24, 2019.

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