Participants gain dedicated time to step away from the day-to-day to explore what’s working today and how fellow leaders are adapting their service models to address shared challenges. You’ll walk away with relevant ideas and perspectives to bring back to your organization immediately.
What’s On the Agenda?
- Improving service levels without inflating cost: How are teams balancing speed to answer, quality, and budget constraints as volumes and expectations change?
- Staffing, scheduling, and retention: What is working to stabilize staffing and reduce burnout?
- Quality and consistency at scale: How are leaders strengthening QA and coaching to improve the member experience?
- Channel strategy and member behavior: How are credit unions managing the mix of phone, chat, secure messaging, and digital self-service to meet members where they are?
- Technology, automation, and AI: Where are these tools delivering measurable value, and what is limiting adoption?
- Risk, fraud, and authentication: How are teams strengthening verification and fraud prevention while keeping the experience friction-light for members
Who Should Attend?
While we are focused on executive-level participation, we recognize that call center teams and responsibilities are structured differently across organizations. If you are unsure whether this roundtable is the right fit, or who from your credit union should attend, please reach out. We’re happy to help identify the most appropriate participant.
To keep the discussion focused and productive, participation is limited to no more than two attendees per credit union.
