Customer Service Excellence for Wealth Firms, Private Banks, and Retirement Providers

The Wealth Management Customer Service Roundtable brings together contact center executives from a variety of wealth firms to share strategies, benchmarks, and real-time insight. Members explore peer-tested ways to address challenges like participant authentication, complaint management, and service-level consistency—while also tackling workforce retention, fraud risks, and cost-efficiency.

Whether you’re navigating authenticated chat, high-volume contact days, or staffing volatility, this group offers practical intel from others in your seat. Members dissect key operational pain points and share organizational strategies—from improving average handle time and abandonment rates to training new agents and structuring span of control.

Roundtable membership includes executive meetings, unlimited custom surveys, and proprietary benchmarking through the VIZOR platform. Core performance metrics include average speed to answer, call volume per agent, CSAT by interaction type, and percent of calls escalated to supervisors—allowing you to pinpoint opportunities and understand where you outperform or lag peers.

Who Should Join

This group is designed for contact center leaders serving HNW and wealth clients, brokerage clients, and/or retirement plan participants on behalf of plan sponsor clients. Typical members hold titles like Director of Business Optimization, Customer Contact Center Director, and National Contact Center Leader.

Why It Matters

By accessing performance benchmarks, polling peers on urgent topics, and participating in structured executive discussions, you’ll return to your organization with strategies that drive real operational gains—and with proof points to support them.

Hot Topics

• Complaint Management: Policies and procedures of peer organizations to manage complaint volume and mitigate risk through effective reporting and remediation efforts
• Fraud and Authentication: Best practices used to help mitigate fraudulent attacks upon plan sponsor portfolios as well as discussions on how to balance security so as not to impact meet the participant experience in a negative manner
• Staff Management: Organizational structures, onboarding processes, coaching strategies, and talent development initiatives to improve service levels, boost employee morale, and mitigate attrition challenges