UWEBC

Managing Change Initiatives and Communication Practices within the Customer Care Team and with Other Departments

Gain insights to enhance your effectiveness as a customer service leader and boost your team's performance by comparing strategies and practices with supervisor peers from other UWEBC member companies.

- 12:00 PM

Event Assets

Please login or register for a UWEBC Member Account to access this event's assets.

  • Strategies for Winning Over Change Skeptics – Breakout Group 1 thumbnail
    Strategies for Winning Over Change Skeptics – Breakout Group 1 File Type: PDF
  • Strategies for Winning Over Change Skeptics – Breakout Group 2 thumbnail
    Strategies for Winning Over Change Skeptics – Breakout Group 2 File Type: PDF
  • Strategies for Winning Over Change Skeptics – Breakout Group 3 thumbnail
    Strategies for Winning Over Change Skeptics – Breakout Group 3 File Type: PDF
  • Strategies for Winning Over Change Skeptics – Breakout Group 4 thumbnail
    Strategies for Winning Over Change Skeptics – Breakout Group 4 File Type: PDF
  • UWEBC Presentation Slides: Communication Practices within the Care Team and with Other Departments thumbnail
    UWEBC Presentation Slides: Communication Practices within the Care Team and with Other Departments File Type: PDF

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.

The B2B Customer Service Supervisors Special Interest Group (SIG) is a collaborative learning community for those responsible for managing frontline employees (supervisors and managers) in customer service organizations supporting retailer, dealer, distributor, or other business customer types to compare and discuss strategies, methods, processes and tools for enhancing customer experience and customer service performance.

Please join us for this final session of the SIG – to be conducted as an interactive virtual meeting – during which discussions will center on participants' strategies and practices with respect to the following key supervisory activities:

  • Communication within the Customer Care team and with other departments
  • Introducing and managing change initiatives

Who Should Attend: Participation in this SIG is by invitation only and is limited to managers and supervisors of customer service teams. All participants are required to register. To learn more about the B2B Customer Service Supervisors SIG, please contact Roger Paulson.

Agenda Items

9:00 AM Opening Remarks and Plan for Session
 
9:15 AM Meet / Catch Up with Fellow Participants
 
9:35 AM COVID-19 Experiences / Responses
 
10:00 AM Intra-Team and Inter-Departmental Communication Practices
 
10:45 AM Break
 
10:55 AM Change Management Practices (Small Group Discussions)
 
11:35 AM Change Management - Best Ideas Shared in Groups (Full Group Discussion)
 
11:55 AM Closing Remarks
 
12:00 PM Adjourn
 

Additional Information

Location: Level 2 Zoom
Contact: Events Team, events@uwebc.wisc.edu