Benchmark Contact Center Strategy and Customer Experience Metrics

The Card Customer Service Roundtable brings together senior leaders overseeing call center operations, customer experience, and servicing strategy for U.S. credit card portfolios. Members benchmark key performance metrics, explore digital containment trends, and collaborate on workforce planning, training, and retention efforts.

As customer expectations rise and servicing models shift toward digital self-service and predictive support, executives must strike a balance between efficiency and experience. This roundtable delivers the real-time peer intelligence needed to make informed decisions across technology investments, staffing models, and service-level optimization.

Membership includes: Executive Meetings that explore predictive servicing, self-service migration, agent performance, and digital help systems; passes to Auriemma’s Annual Customer Service Summit; Custom Surveys on emerging topics such as outsourcing attrition, non-talk time, or paid/unpaid leave policies; and Monthly and Quarterly Benchmarking across key operational and CX indicators.

Benchmarks—delivered through the VIZOR platform—cover metrics like transfer rate, IVR resolution rate, agent handle time, attrition, and calls per FTE. Members use these insights to compare performance, assess capacity planning, and improve both digital and human-assisted service delivery.

Who Should Join?

SVPs of U.S. Servicing, Heads of Customer Experience, and executives responsible for contact center strategy and CX outcomes.

Why It Matters:

Customer service is a key differentiator in card portfolios—and a cost center under pressure. The Card Customer Service Roundtable helps you lead with data, innovate with peers, and improve outcomes for customers and agents alike.

Hot Topics:

• Predictive Servicing: Leveraging predictive techniques and technologies to better identify call intent, improve call routing, 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”
• Online Help Systems: Best practices related to providing information to agents quickly and efficiently