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.
Sample meeting topics include:
Leveraging predictive techniques and technologies to better identify call intent and reduce call transfers
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”