The Customer Service Peer Group offers collaborative learning opportunities to compare and share expertise with members from organizations of similar business models through presentations, peer-to-peer discussion, and case-study examples.

Customer Service Peer Group Web Meeting 

Fostering Customer Care Employee Engagement in the Wake of COVID-19 
August 20, 2020 09:00 AM - 12:00 PM 
Glean strategies and practices for engendering and sustaining customer care team members' emotional connectedness to their mission during this challenging time. 
Details»
Description:

The health and safety of our members is the UWEBC’s top priority. UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on campus' guidance, this meeting will be held via web only to allow our members a convenient and safe way to attend.

Now that most customer care organizations have significantly scaled back onsite work and settled into a work-from-home routine (even as they contemplate a gradual return to onsite operations), it’s more important than ever for leaders to actively foster engagement in the daily lives of employees. Given that it will not be business as usual for quite some time and uncertainty abounds on many levels, how can leaders help their frontline care professionals stay focused, connected and mentally healthy in the face of such rapid and significant change?

Even before the unique challenges of the current moment entered the picture, the importance of delivering excellent customer experiences had become magnified. Customer expectations have risen and service interactions have increased in complexity such that 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 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.

What strategies and practices aimed at fostering and sustaining customer service associate engagement are customer care leaders and organizations leaning into during the current COVID-19 period? What are "timeless" approaches they have employed before and will continue after the pandemic is behind us? Join us for this live web event to find out.

 

Contact:
Events Team, , events@uwebc.wisc.edu 

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2019 Highlights

Over the last year, the Customer Service practice area had numerous insightful meetings for our members to take away proven, actionable ideas from recognized thought leaders and professional peers.

Check out some of the inspiring presentations, innovative strategies and best practices from the customer service 2019 learning events. More »

2020 Customer Service Practice Area Events At a Glance

February 18 Customer Service Peer Group Meeting
March 10 B2B Customer Service SIG – Supervisors Forum Meeting
June 4 Customer Service Peer Group Meeting
June 18 B2B Customer Service SIG – Supervisors Forum Meeting
July 30 B2B Customer Service SIG – Senior Leaders Forum Meeting
August 20 Customer Service Peer Group Meeting
August 26 Customer Experience SIG Meeting
September 
24-25
UWEBC Business Best Practices & Emerging Technologies Conference
October 7 Customer Experience SIG Meeting
November 17 Customer Service Peer Group Meeting
*Event dates and topics subject to change.

More details and the full year »

Roger PaulsonQuestions about the Customer Service practice? Contact Practice Director Roger Paulson at roger.paulson@wisc.edu or 608-261-1161.

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