The Auto Customer Service Roundtable examines how to best leverage people, technology, and tools to provide best-in-class servicing and keep pace with evolving customer expectations. Representing a mix of captive and non-captive lenders, participants share their strategies for an array of operational objectives – including both contact center and off-phone activities.

Sample meeting topics include:

Complaint Management

Identification, tracking and remediation processes

Alternate Contact Channels

Customer communication through chat, text, and other channels, and the effect on call volume and the contact center

Staff Management

Organizational structures, onboarding processes, QA & coaching strategies, talent development, and engagement and anti-attrition initiatives

Off-Phone, Back-Office Operations

Titles, payoffs, and other areas of concern for servicing loan and lease accounts