BAI Executive Roundtable: Contact Centers

Financial services leaders need actionable insights and meaningful connections to make smart business decisions and drive positive change within their organization. To facilitate this, BAI has created its executive roundtable series to foster an environment of safe sharing and open peer dialogue that moves the financial services industry forward while helping businesses and communities thrive.

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The BAI Executive Roundtable: Contact Centers represents the only peer networking group of its kind, focusing exclusively on senior contact center executives in retail financial services.

New this year: This interactive forum will be co-sited with the BAI Executive Roundtable: Channel Strategy. This unique opportunity will equip you to better understand the role of the contact center within the overall distribution network as well as give you the opportunity to interact with a broader group of senior decision makers. The agenda also includes joint sessions with these two executive groups, providing more in-depth perspectives and context for industry challenges and opportunities.


The forces of disruption continue to force change on the financial services industry and the contact center as well. The KPI’s of contact center efficacy - such as First Call Resolution (FCR), customer satisfaction and reduced Handle Time (HT) - remain top of mind as executives consider what role robotic automation and artificial intelligence (A.I.) might play in driving future efficiencies. Digitization continues to factor into new workforce models, while requiring agents to learn new skills. Customers have added opportunities to engage with the call center through digital channels, yet call volume remains high: even amidst self-service. Meanwhile: How are contact centers managing fraud? How should they approach sales? Is outbound an option? And how do leaders improve the agent experience to attract and retain talent?

Join us to discuss these pressing questions, exchange best practices with peers and so much more!

Benefits to Participation

  • Take part in an exclusive industry group of senior contact center executives in retail financial services that provide an opportunity for intimacy, trust, transparency and true peer networking.
  • Engage in strategic discussions around best practices, relevant challenges and opportunities facing leaders today.
  • Join cross-functional peer discussions with senior channel executives on critical issues.
  • Access diverse peer insights and idea exchanges that build meaningful relationships and expand your network of industry colleagues.
  • Drive agenda content - there is no hidden agenda, just a desire to help each other learn and serve as a sounding board for problem-solving.
  • Lead peer discussion groups onsite at this elite event that highlights your expertise on key priorities.
  • Gather actionable insights from guest speakers from outside the industry to gain fresh perspectives and important takeaways to empower smart decisions.

This invitation-only program is exclusively for executives at the Senior Vice President level or above, from organizations with asset sizes of $10 billion and more. The event is intentionally intimate and invitations are non-transferable.

If you are interested in participating or learning more about the BAI Executive Roundtable: Contact Centers, please contact Angela Hills, Manager, at ahills@bai.org or 312-683-2377.


2017 BAI Executive Roundtable: Contact Centers
Wednesday, March 28, 2017
12:00 p.m. – 1:00 p.m. CT
BAI Executive Roundtable: Contact Centers Conference Call
Tuesday, May 16, 2017
6:00 p.m. – 7:30 p.m. CT
Joint Networking Reception with executives from the BAI Executive Roundtable: Channel Strategy
Kimpton Hotel Allegro, Chicago, IL
Wednesday, May 17, 2017
8:00 a.m. – 4:00 p.m. CT
BAI Executive Roundtable: Contact Centers
Kimpton Hotel Allegro, Chicago, IL
Tuesday, August 29, 2017
12:00 p.m. – 1:00 p.m. CT
Joint BAI Executive Conference Call with executives from the BAI Executive Roundtable: Channel Strategy
October 4-5, 2017 BAI Beacon 2017
Georgia World Congress Center, Atlanta, GA