Committing to Quality: Strong Customer Service Operations
Join us to focus on optimizing Quality Monitoring, Workforce Management, and Training to deliver exceptional service. Don’t miss this opportunity to collaborate with peers, gain actionable insights, and elevate your customer service operations to the next level!
- 2:00 PM
Please login or sign up for a UWEBC Member Account to register for or join this event.
Description
Delivering exceptional customer service requires more than frontline interactions — it demands well-structured support operations that optimize the key components of Quality Monitoring, Workforce Management, and Training. These operational pillars form the backbone of any successful service organization, ensuring that teams deliver consistent, efficient, and empathetic support across all customer touchpoints.
Despite their importance, organizations often face challenges in sustaining these critical operations. Quality Monitoring can feel reactive rather than proactive, focusing more on flagging mistakes than driving continuous improvement. Workforce Management must balance complex scheduling needs with unpredictable customer demand, all while preventing burnout. Training, meanwhile, needs to be dynamic and ongoing, keeping employees equipped to handle evolving customer expectations and new technologies.
Our upcoming peer learning event, "Committing to Quality: Strong Customer Service Operations," will bring together leaders to share insights and best practices for strengthening these core operational areas. Through collaborative discussions and real-world examples, we’ll explore strategies for scaling quality initiatives, building agile workforce management systems, and creating training programs that empower support teams to thrive. Together, we’ll uncover practical solutions to optimize operations, reduce inefficiencies, and deliver stronger customer service outcomes.
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 breakout 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!
If you can't attend the event in person (or if in-person registration has reached capacity), you can still register to attend virtually. The virtual option allows you to view the presentations and the opportunity to participate in a breakout discussion, while attending in person provides you with more opportunities for breakout discussions, the ability to take advantage of networking opportunities, and we provide lunch. You will receive a confirmation email with the link to join a week before the meeting, and you can find the link to join on this page as well.
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Additional Information
Location: UW-Madison Pyle Center (In-person); Zoom (Virtual)Location Address: 702 Langdon Street, Madison, WI 53706
Contact: Events Team, events@uwebc.wisc.edu