At a time when customer expectations are constantly heightening, the Card Customer Service Roundtable examines how to best leverage people, technology, and tools to provide best-in-class servicing. Participants share their strategies for an array of operational objectives, including predictive servicing, self-service migration, and hiring, training, and retaining agents.

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Sample meeting topics include:

Predictive Servicing

Leveraging predictive techniques and technologies to better identify call intent and reduce call transfers

Self-Service Migration

Increasing customers’ adoption of self-service channels (IVR, online and mobile)

Recruiting & Retaining Agents

Best practices related to recruiting and retaining the “agent of the future”