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.
Thanks to technology-driven disruption, contact centers strive to evolve with the times and deliver excellent customer service in the process. Though keeping pace with technology is an ever-present feat, and a tough one at that, one thing is clear: contact centers aren’t going anywhere. And KPI’s like First Call Resolution (FCR), customer satisfaction and reduced Handle Time (HT) remain as top of mind as the potential for robotics and AI to increase efficiencies.
On the human side of things, digitizing the workforce, skilling up agents and attracting and retaining the right talent are crucial to success. Round out these themes with discussions about fraud management, the pursuit of innovation, cross-channel collaboration and more, and you get a sense for why these roundtable meetings are so valuable to participants. There is strength in coming together to share authentic perspectives and approaches, and in so doing, collectively drive positive change across the industry.
This interactive forum will be co-sited with the BAI Executive Roundtable: Channel Strategy, providing a unique opportunity to better understand the role of the contact center within the overall distribution network while providing an opportunity to interact with a broader group of senior decision-makers.
Join us to discuss emerging issues and exchange best practices with peers!