Feb 18, 2026
Call centers create a competitive advantage for organizations that learn to create them well and train their agents to know what to say, what not to say, and how to sell while maximizing productivity and quality. Invest in your call center agents by ensuring they are well-trained to handle every call with courtesy and grace.
February 18, 2026
2:30 pm - 4:30 pm EST
It is the call center agent’s approach to call handling and customer service that determines if customers will have the opportunity to increase the relationship with the institution but also turn the customer into a fan. Every interaction the customer has with your institution is an opportunity to strengthen the customer relationship; turning your customers into loyal and raving fans.
Being courteous and professional makes the top of the list for any customer contact personnel, but nowhere is that more important than in the call center. Whether the call is simply to respond to a question, to resolve a customer issue, or to increase the relationship through the sale of a product or service, the call center agent’s call etiquette is on the line. Positive interactions with well-trained agents will increase customer lifetime value and institution brand.
What You'll Learn
Janice Branch
InterAction Training
Janice Branch has been a senior training consultant for InterAction Training for twenty years. She is a very seasoned presenter that has all the right stuff to wow her participants about the subject matter. Prior to joining InterAction Training, Janice was the Senior Manager of Training for Consolidated Communications where she managed, designed, coordinated and presented training programs for this multi-state telecommunications company with over 1000 employees.
Whether it is teaching how to coach, manage, lead, negotiate, service, sell or train at every level in an organization or if it is consulting on problem solving and servant leadership, Janice is the "go-to" person every bank wants to hear from. Participants appreciate her "been there, done that" humor along with her expert ability to facilitate learning.
Who Should Attend?
This session is ideal for call center personnel, supervisors, trainers, and anyone with authority over call center contact personnel.
Live Webinar - $299.00
Available Upgrades
**100% surcharge applied to non-members.
Katie Yates
Education Coordinator
o: 317-387-9380
d: 317-333-7162
kyates@indiana.bank