How to Turn High-Pressure Change Events Into High-Reward Member Experiences

Overview

Date: Tuesday, April 14th, 2020

Time: 2:00 p.m. ET |11 a.m. PT

Cost: Complimentary

Sponsored by:

 

Today, most members don’t reach out to service centers, they prefer to interact digitally with your CU. Yet, customer contact still occurs, and being ready to embrace each and every touchpoint opportunity that deepens the member relationship is key to setting your CU apart from the competition.

Join this webcast to learn some successful strategies for how your contact center can turn a high-pressure change event into a winning opportunity to strengthen relationships, build loyalty with members, and differentiate your brand.

During this webcast you’ll also identify opportunities to showcase your institution’s services and key differentiators by keeping these 3 lessons top of mind:

  • Promoting a “plus one” on every call
  • Approaching the training with the customer in mind
  • Reinforcing the positives of change to customers and staff

REGISTER NOW! (Not able to attend? STILL REGISTER you will receive an email with how to access the recording of the event)

Speakers:

Terri Panhans | Vice President, Contact Center Solutions | Harland Clarke

Terri Panhans is the Vice President, Contact Center Solutions for Harland Clarke. She manages all aspects of the contact center solutions programs that are supported by Harland Clarke. In her role, Terri is continually focused on helping clients connect with their customers how, when, and where it matters throughout the entire relationship. She and her team achieve this by developing and deploying solutions that create meaningful engagements to assist clients in their acquisition, growth, and retention efforts.

Terri began her career at Harland Clarke in 1993 as a Regional Call Center Manager in Dallas, Texas. She has held the positions of Servicing Project Manager; Regional Call Center Manager in Charlotte, NC; Director of Servicing for National Accounts; Executive Director Contact Center Solutions; Assistant Vice President of Sales & Marketing; and Vice President of Channel Development. She was appointed to her current position in February 2012.

Terri earned her bachelor’s degree in Business Administration from Texas A&M University in 1982. She also attended the Darden Graduate School of Business Administration in 2002.

Ron Hasbrooke | Senior Sales Executive | Harland Clarke

Over the last 20 years, Ron has gained extensive expertise and experience in contact centers and financial services. From this solid foundation, he built strategic contact center solutions for financial services companies needing customized inbound and outbound communication support for acquisition, growth and retention initiatives.

Ron’s knowledge of how contact centers and financial services companies operate enables meaningful discussions with senior executives, contact center and customer experience leaders and marketing teams. He understands operations, metrics and technology, and knows the role of culture in driving customer experience, employee engagement and financial results. Ron listens carefully to needs, challenges and opportunities to help strategize and propose consultative solutions that align with goals. Ron’s specialties include: strategic planning, consultative sales, contact centers, major account relationship management and executive level collaboration.