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 

Supporting the Email Channel: Approaches to Challenges Around Workflow, Efficiency, Response Time Management and Quality Monitoring 
June 04, 2020 09:00 AM - 12:00 PM 
Glean new ideas for improving how your customer care organization handles customer email. 

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, the June 4 Customer Service Peer Group meeting will take place as a web event (in an abbreviated format) to allow our members a convenient and safe way to attend.

Despite some predictions of its demise when social media and live chat came on the scene years ago, email continues to be an important channel for many customer service and support organizations. While time will tell if it will eventually be supplanted by more real-time digital channels, many customers today still prefer email in certain instances – particularly those that do not require an immediate response or for which having a "paper trail" is deemed beneficial.

Yet, despite this, many contact centers wrestle with providing email support efficiently and effectively. That is because designing and managing an email support capability in a way that both delivers the experience customers want and that optimizes the resources required to deliver that experience is not a slam-dunk proposition. Even with years of experience under their belts, it is not uncommon for service organizations to be challenged by categorizing, prioritizing, routing, composing responses efficiently, managing service level performance and/or monitoring the quality of email communications.

Join us for this live web session during which you'll have the opportunity to learn about approaches customer care organizations have taken to different aspects of managing the email support channel. We'll begin the session by hearing the perspective of UWEBC member company EDCi, a top contact center technology integrator and process advisory services firm with expertise in the email domain, around common email challenges and recommendations for overcoming them. Afterwards, we'll learn about the email management practices of several other UWEBC member companies (both B2B and B2C) in a panel discussion/interview segment. (After clicking the Register for Webcast button, you'll be offered the opportunity to submit questions you would like to pose to EDCi and panel discussion organizations. Please do that, as we would like to ask as many participant questions as we can!)

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Connect & Collaborate

LinkedInGet immediate access to your peers in our LinkedIn Customer Service group. Members only.

M2M AdvisingLink directly to other members for in-depth benchmarking and discussion on specific business issues. Learn more, or start the process now with this form. Members only.

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 »

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

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 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 or 608-261-1161.

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