Typical Topics.

The actual topics for each group's meeting are driven by the members themselves but here are some examples.

    Customer Service Group Management

    • Best practices and benchmarking with other customer service groups.
    • Better aligning and measuring of customer service efficacy.
    • Managing and getting the most of service staff.

    Leveraging the Latest Customer Service Mgt. Technologies

    • Candid experiences and preferences in customer service systems.
    • Feedback on the latest e-service technologies.
    • Successes and dismal failures tried in recent history.

    Organizational Structure

    • Aligning structure and staffing models to the customer service deliverables.
    • Determining the optimum "mix" of service methods.
    • Building a culture of excellence in the customer service area.
    Managing technology
    • Driving efficiency through cloud-based point solutions.
    • Reconsidering ERP best-of-class solutions are sometimes a better alternative.
    Managing talent
    • Balancing the need to find new talent and continue developing existing resources.
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