The BAI Contact Centers Executive Roundtable represents the only peer networking group of its kind, focusing exclusively on senior contact center executives from financial services organizations with asset sizes of at least $10 billion.
This highly interactive forum provides an environment for contact center executives to share best practices and build a network of colleagues with similar responsibilities and goals. 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.
The BAI Contact Centers Executive Roundtable is year-round and has a number of touchpoints for its members, including virtual and in-person executive roundtables that are co-chaired by contact center leaders from leading financial services organizations in the industry.