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Customer Service

The Customer Service Peer Group, led by Matthew Cone, offers collaborative learning opportunities to compare and share expertise with members from organizations of similar business models. In this group, participants gather and learn about various topics through presentations, peer-to-peer discussions, and case-study examples. A few topics that were discussed over the past year include virtual training methods, onboarding approaches, and enhancing user experience.

Special Interest Groups bring together members with a shared interest in a specific topic for in-depth discussion over several meetings.

The Customer Service practice area currently has three Special Interest Groups: Future of Contact Centers, Contact Center Quality Monitoring, and Contact Center Workforce Management.

Select a group below to see all upcoming and past events for that group, and click on an event title to view or download available assets for the event.

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Customer Service Peer Group



Next Event

Peer Group: Customer Service
Date Title Focus Area Peer Group
05/23/24 Customer Service Peer Group Hybrid Event - Creating a Single Source of Truth: Strong Knowledge Management Resources in Customer Care Customer Service Focus Area Customer Service Event Details

Past Events

Peer Group: Customer Service
Date Title Focus Area Peer Group
02/22/24 Customer Service Peer Group Hybrid Event - The Voice of Customer Program in a Post-survey Age: How to Listen When No One is Talking Customer Service Focus Area Customer Service Event Details
11/08/23 Customer Service Peer Group Hybrid Meeting - Strategies to Reduce Customer Effort and Increase First Contact Resolution Customer Service Focus Area Customer Service Event Details

View all past Customer Service events

Future of Contact Centers Special Interest Group


Keep your finger on the pulse of the ever-changing technology and service trends of the contact center and capitalize on these impending changes within your organization.

The Contact Center, according to Gartner, supports customer interactions across a range of channels, including phone calls, email, web chat, web collaboration, and the emerging adoption of social media interactions. With the speed of development in tools, technologies, capabilities, and interfaces, this recently updated definition seems to be on the verge of being outdated. The Future of Contact Centers (FoCC) Special Interest Group (SIG) is a collaborative space for participants to:

  • Discuss trends, tools, challenges, and strategies that may impact contact centers in the not-so-distant future.
  • Learn about new approaches to addressing rising needs from other UWEBC participants.
  • Meet and connect with other participants that share this forward-looking enthusiasm.

Participation in the Future of Contact Centers Special Interest Group is encouraged for any contact center practitioners within our UWEBC member organizations who are comfortable wading through the ambiguity of what could be to have the best chance of being prepared for it. All participants are required to register. To learn more about any of our Special Interest Groups, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the FoCC SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.

Next Event

Peer Group: CS / Future of Contact Centers Special Interest Group
Date Title Focus Area Peer Group
03/14/24 Future of Contact Centers Special Interest Group - Generative AI in Text Channels: Co-Pilots, Chatbots and more! Customer Service Focus Area CS / Future of Contact Centers Special Interest Group Event Details

Past Events

Peer Group: CS / Future of Contact Centers Special Interest Group
Date Title Focus Area Peer Group
10/26/23 Future of Contact Centers Special Interest Group Meeting - Large Language Models: ChatGPT in Customer Care Customer Service Focus Area CS / Future of Contact Centers Special Interest Group Event Details
07/13/23 Future of Contact Centers Special Interest Group Virtual Meeting - Sentiment Analysis: Catching Feelings Customer Service Focus Area CS / Future of Contact Centers Special Interest Group Event Details

View all past Future of Contact Centers SIG events

Thank you to our Steering Committee

  • Rosemary Eastlick, Senior Manager of Business Systems & Analytics, Lands’ End
  • Brad Hoh, Continuous Improvement Manager, Generac
  • Dave Poeschl, Director of Member Solutions Center, UW Credit Union

Contact Center Quality Monitoring Special Interest Group


Connect with fellow practitioners on what is happening in the contact center Quality Monitoring space and help develop a strategy for ongoing success in its practice.

This is a forum for practitioners of Quality Monitoring to collaborate with peers to learn from each other’s experiences and practices. In this space, we will discuss the current tools, strategies, and challenges contact centers experience in the Quality Monitoring space. The Contact Center Quality Monitoring Special Interest Group (SIG) is a collaborative space for participants to:

  • Discuss trends, tools, challenges, and strategies in Quality Monitoring.
  • Learn about successful strategies to overcome Quality Monitoring challenges from other UWEBC practitioners.
  • Meet and connect with other Quality Monitoring practitioners from across industries.

Participation in the Contact Center Quality Monitoring Special Interest Group is encouraged for any Quality Monitoring practitioners within our UWEBC member organizations. All participants are required to register. To learn more about any of our Special Interest Groups, or to be added to the invite list for these exclusive practitioner events, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the Contact Center Quality Monitoring SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.

Next Event

Peer Group: CS / Contact Center Quality Monitoring Special Interest Group
Date Title Focus Area Peer Group
06/13/24 Contact Center Quality Monitoring - Special Interest Group Customer Service Focus Area CS / Contact Center Quality Monitoring Special Interest Group Event Details

Past Events

Peer Group: CS / Contact Center Quality Monitoring Special Interest Group
Date Title Focus Area Peer Group
02/08/24 Contact Center Quality Monitoring - Special Interest Group Customer Service Focus Area CS / Contact Center Quality Monitoring Special Interest Group Event Details
10/19/23 Special Interest Group Virtual Meeting - Contact Center Quality Monitoring Customer Service Focus Area CS / Contact Center Quality Monitoring Special Interest Group Event Details

View all past Contact Center Quality Monitoring SIG events

Thank you to our Steering Committee

  • Sonya Bennecke, Quality Facilitator, Snap-on Tools
  • Amber Corry, Manager of Quality Client Services, Exact Sciences
  • Liz Mancl, Manager of Quality Assurance, Delta Dental of Wisconsin

Contact Center Workforce Management Special Interest Group


Connect with fellow practitioners on what is happening in the contact center Workforce Management space and help develop a strategy for ongoing success in its practice.

This is a forum for practitioners of Workforce Management to collaborate with peers to learn from each other’s experiences and practices. In this space, we will discuss the current tools, strategies, and challenges contact centers experience in the Workforce Management space. The Contact Center Workforce Management Special Interest Group (SIG) is a collaborative space for participants to:

  • Discuss trends, tools, challenges, and strategies in Workforce Management.
  • Learn about successful strategies to overcome Workforce Management challenges from other UWEBC practitioners.
  • Meet and connect with other Workforce Management practitioners from across industries.

Participation in the Contact Center Workforce Management Special Interest Group is encouraged for any Workforce Management practitioners within our UWEBC member organizations. All participants are required to register. To learn more about any of our Special Interest Groups, or to be added to the invite list for these exclusive practitioner events, please contact matthew.cone@uwebc.wisc.edu. If you would like to learn more about the Contact Center Workforce Management SIG, please review the SIG’s charter and/or contact UWEBC Customer Service Practice Director Matthew Cone at matthew.cone@uwebc.wisc.edu or 608-263-0635.

Next Event

Peer Group: CS / Contact Center Workforce Management Special Interest Group
Date Title Focus Area Peer Group
04/02/24 Contact Center Workforce Management - Special Interest Group Customer Service Focus Area CS / Contact Center Workforce Management Special Interest Group Event Details

Past Events

Peer Group: CS / Contact Center Workforce Management Special Interest Group
Date Title Focus Area Peer Group
11/09/23 Special Interest Group Virtual Meeting - Contact Center Workforce Management Customer Service Focus Area CS / Contact Center Workforce Management Special Interest Group Event Details
07/20/23 Special Interest Group Virtual Meeting - Contact Center Workforce Management Customer Service Focus Area CS / Contact Center Workforce Management Special Interest Group Event Details

View all past Contact Center Workforce Management SIG events

Thank you to our Steering Committee

  • Arthur Rebischke, Manager of Operational Analytics and Workforce Management, Lands’ End
  • Ashley Snow, Resource Management Consultant, Alliant Energy

Questions about the Customer Service Practice Area? Contact:

Matthew Cone

Position title: Customer Service Practice Director

Email: matthew.cone@uwebc.wisc.edu

Phone: 608-263-0635