Customer Service Peer Group Meeting 

Engaging and Motivating Customer Service Associates: Strategies and Practices for Inspiring Top-Notch Performance 
August 17, 2017 09:00 AM - 03:00 PM 
Take away new ideas for motivating and strengthening the engagement of customer service team members by comparing practices with other service organizations. 
     
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Description:

As the importance of delivering excellent customer experiences has been magnified, customer expectations have risen and service interactions have increased in complexity, the typical customer service associate's job has become more demanding. They need to think and know more. They must draw more heavily on creativity to solve novel problems, cope with ambiguity and demonstrate empathy. Gone are the days of routine work that could be reduced to a set of instructions. Today's customer service associates are increasingly knowledge workers.

Performing this kind of work successfully demands more than just going through the motions. It often necessitates making extra effort over and above what is strictly required – going the extra mile. The willingness to exert this kind of discretionary effort requires an employee who is engaged in their work and motivated to succeed.

Employee engagement, however, has been a perennial challenge for many customer service organizations. According to the most recent research by the Gallup organization, engagement levels among service employees are among the lowest of any occupation they measured -- and have declined in recent years (while engagement for every other job category increased).

What strategies and practices aimed at motivating and strengthening the engagement of customer service associates are UWEBC member companies pursuing in response to the trends and issues above? Join us for this interactive forum to find out. To start the day, we'll hear about the approaches of UWEBC member companies Great Wolf Resorts and Snap-on, as well as learn about the power and potential of gamification as an employee engagement strategy from Bunchball, a leading solution provider in the space. Then, for the balance of the session, we'll engage in collaborative learning through discussion of experiences and practices in smaller groups with fellow contact center leaders sharing interest in particular aspects of the meeting theme.

Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you 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 (or if in-person registration has reached capacity), you can still register to attend from your computer. This option allows you to view the presentations, while attending in person provides you with 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 Continental Breakfast and Networking (not webcast)
 
9:30 AM Preliminaries and Opening Remarks (webcast available)
 
9:50 AM Member Practice Spotlight: Snap-on (webcast available)
  Alex Goldberg – Customer Experience Manager
10:15 AM Member Practice Spotlight: Great Wolf Resorts (webcast available)
  Jerusha Richardson – Contact Center Manager
10:40 AM Break (not webcast)
 
10:50 AM SME Insight: Bunchball (webcast available)
  Molly Kittle – VP, Strategic Services
11:30 AM Develop Agenda for Breakout Discussions (not webcast)
 
11:50 AM Lunch (not webcast)
 
12:30 PM Breakout Discussion Instructions (not webcast)
 
12:40 PM Breakout Discussions – Segment 1 (not webcast)
 
1:20 PM Breakout Discussions – Segment 2 (not webcast)
 
2:00 PM Breakout Discussions – Segment 3 (not webcast)
 
2:40 PM Regroup for Key Takeaways and Wrap Up (not webcast)
 
3:00 PM Adjourn (not webcast)
 
 
Location:
Gordon Dining and Event Center, Second Floor 
Contact:
Betsy Golomski, 608-262-1145, UWEBCevents@wisc.edu 

Annual Conference

Join the UW E-Business Consortium for our 19th annual Business Best Practices & Emerging Technologies Conference on September 14, 2017 at the Monona Terrace in Madison, Wisconsin.

The conference features inspiring keynotes from T.K. Rengarajan, Corporate Vice President at Microsoft, and Carey Lohrenz, first female F-14 Tomcat Fighter pilot in the U.S. Navy.

The event includes four concurrent tracks in Customer Service, Information Technology, Marketing and Supply Chain Management with tailored content from industry leaders and subject-matter experts.

Helpful Resources

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For additional help please contact Betsy Golomski at betsy.golomski@wisc.edu or 608-262-1145.

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