Customer Service

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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tools, technologies, capabilities, and interfaces, this recently updated definition seems to be on the verge of being outdated.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.

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, Senior Continuous Improvement Manager, Generac
• Dave Poeschl, AVP of Member Solutions Center, UW Credit Union

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.

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

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.

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