Strategies to Reduce Customer Effort and Increase First Contact Resolution
Join our peer learning group to explore the value of removing anticipated barriers to your customer's journey, so you can address their concern the first time they contact you, if not before it's a concern at all!
- 2:00 PM
Event Assets
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Description
Join us for an engaging and informative event where we will explore Strategies to Reduce Customer Effort and Increase First Contact Resolutions with fellow professionals and experts. As Matthew Dixon, co-author of The Effortless Experience said: “You need to give your customers fewer reasons to be disloyal, and the best way to make that happen is to reduce customer effort.” Reducing effort is the best way to show empathy for your customers because it reflects something personal for each of them.
However, delivering on those promises is not always easy. Many barriers can prevent us from providing a smooth and effortless customer service experience, such as complex processes, lack of resources, poor communication, insufficient training, and misaligned incentives. These barriers can result in frustrated customers, low satisfaction scores, high churn rates, and increased costs.
That’s why we need to learn from each other and share best practices on how to overcome these challenges and improve our customer service performance. By participating in this event, you will have the opportunity to network with peers, exchange ideas, and gain insights from each other. You will also discover practical tips and tools to reduce customer effort and increase first-contact resolution in your own organization and team. Don’t miss this chance to enhance your organization's customer service skills and knowledge. Register now and join us for this exciting event!
Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and insights!
Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still register to attend from your computer. This option allows you to view the presentations, while attending in person provides you with the opportunity to participate in break-out discussions, ask questions or take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.
Enhance your experience by downloading the Events App on your mobile device.
Agenda Items
| 9:00 AM | Introductions & Opening Remarks |
| 9:25 AM | The Frictionless Organization |
| Guest insight with Author Bill Price | |
| 10:00 AM | Break |
| 10:15 AM | Creating an effortless journey through intention |
| Member Spotlight featuring Alex Paez-Gerstenhaber and Jesse Brud of Hy Cite | |
| 10:50 AM | Committing to the Effortless Experience |
| Member Spotlight featuring Natalie Hall and Eddie Dusel of Schneider | |
| 11:30 AM | Breakout Discussions |
| Virtual Attendees Only | |
| 11:30 AM | Develop Breakout Topic Agenda |
| Onsite Attendees Only | |
| 11:40 AM | Lunch |
| Onsite Attendees Only | |
| 11:55 AM | Wrap-Up |
| Virtual Attendees Only | |
| 12:00 PM | Adjourn |
| Virtual Attendees Only | |
| 12:25 PM | Breakout Discussions: Segment 1 |
| Onsite Attendees Only | |
| 1:15 PM | Breakout Discussions: Segment 2 |
| Onsite Attendees Only | |
| 1:50 PM | Wrap-Up |
| Onsite Attendees Only | |
| 2:00 PM | Adjourn |
| Onsite Attendees Only |
Additional Information
Location: UW-Madison Pyle Center (In-person); EventsAir (Virtual)Location Address: 702 Langdon Street, Madison, WI 53706
Contact: Events Team, events@uwebc.wisc.edu