Developing Call Centers into a Personal One-On-One Touchpoint to Support Digital Technology

Marketing & Sales

Create a full-service call center that can be a revenue center, while supporting your digital touchpoints for your customers. In this webinar, learn best practices and practical guidance to build a digital branch, as opposed to a traditional call center, along with bridging the gap between digital and traditional touchpoints. Create the opportunity to better support customer needs and streamlining branch staffing, while retaining skilled employees that turn your call center into a revenue generating digital branch.

Who Should Attend: Operations Administrator, Director of Marketing, Digital Marketing Coordinator, E-Channel Manager

Learning Objectives

  • Discover the benefits of building a full-service call center and how it can build your brand
  • Learn best practices to turn a call center into a revenue generating digital branch including special procedure needs for full branch functionality
  • Improve the customer experience and bridge the gap between digital and traditional touchpoints


Holly Garza
Director of Client Service Delivery
Extraco Consulting
While in management at Extraco Banks, she was instrumental in the development of Extraco’s proprietary retail banking methodology, SWARM Banking®, and was responsible for its implementation into Extraco’s culture. Additionally, she helped build grow the retail training program into the fully comprehensive new hire, continuing education, and leadership development program that is in place today. Holly has experience supporting all retail functions; including branch and alternative delivery channel production, talent development, training, and customer experience quality. She also initiated and led the project management of new processes, procedures and products to enhance both the customer and employee experience.  Since 2011, Holly has been assisting community banks across the United States with universal banker strategies and process improvement efficiencies through Extraco Consulting.

Webinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $249 $0
Affiliate Member $195 $0
Affiliate Nonmember $249 $0

Season Pass Members receive 4 individual logins to every webinar

Additional Info

Participants will earn 1.0 CPE credit

Field of Study: Specialized Knowledge

Prerequisites: None

Advanced Preparation: None

Program Level: Basic

Delivery Method: Group Internet Based

Refunds and Cancellations: Webinar registrations are non-refundable. If the registrant is unable to attend the designated time and date of the webinar, a playback link and any written materials will be provided within 2 business days following the conclusion of the webinar

Western Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its


Click here to register online