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Maren Colon

When Call Volume Spikes. Need-to-know Insight for a Strong Service Strategy



Stephen Nikitas, Senior Strategy Director, Harland Clarke
Terri Panhans, Vice President, Contact Center Solutions, Harland Clarke
Janet Sthele, Director of Client Strategy and Sales, Contact Center Solutions, Harland Clarke
Ron Hasbrooke, Business Development Executive, Contact Center Solutions, Harland Clarke


Conversions. Acquisitions. Account changes. Marketing campaigns. Even predictable spikes in call volume, if not planned for properly, can increase hold times, frustrate account holders and put customer satisfaction at risk. Is your institution prepared to deliver a best-in-class customer experience when a spike in call volume occurs? If managed effectively, inbound events present valuable opportunities to widen customer reach, increase engagement and strengthen loyalty with account holders across all touch points.

Attend this webcast for new insight into inbound events, their impact on account holders and your organization, and the key components of strong customer service strategy. We’ll discuss everything: forecasting, staffing, quality assurance, project management, communications and more. Harland Clarke speakers will share new information, firsthand experiences, and actionable insights into what comprises a truly successful customer service preparedness strategy.


  1. How to lay the foundation for a defined customer service vision.
  2. A process for examining operational building blocks and resources required for contact center readiness.
  3. Key learnings shared by Harland Clarke to ensure inbound event strategy success.


  1. Better understanding of the operational costs and resources required to manage inbound events.
  2. Best practices to ensure a seamless customer experience and minimize impacts to your process flows.
  3. Lesser-known tips to ensure operational readiness and success.

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Stephen Nikitas

Senior Market Strategist, Harland Clarke

Stephen Nikitas holds more than 30 years’ experience in strategic planning, marketing, public relations and executive speechwriting.  As senior strategist with Harland Clarke Marketing Solutions, Stephen provides consultative services to banks and credit unions, helping them craft marketing and retail strategies and campaigns to take advantage of existing market and financial conditions and to grow targeted portfolios. Stephen speaks on a variety of topics aimed at helping financial institutions grow and prosper, including loan portfolio growth, account holder retention, and turning regulatory issues into opportunities.

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 delighting customers with each and every contact, delivering incremental profitable growth, and providing solutions that grow and retain the customer base.

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. She received Harland Clarke’s Superior Contributor award in 1997, 2007 and 2012. She was also awarded the Service Star Award in 1999 and 2000. And she has served on numerous teams that earned Team Excellence Awards.

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. Terri and her husband Chet reside in Atlanta, Georgia and have two sons.

Janet Sthele

Director of Client Strategy and Sales, Contact Center Solutions, Harland Clarke

As Director, Client Strategy and Sales of Harland Clarke Contact Center Solutions for Harland Clarke, Janet Sthele is responsible for understanding the needs of clients, aligning them to Harland Clarke solutions as applicable, and sharing best practices to ensure the programs are successful and customer satisfaction is maintained. Janet is dedicated to ensuring consistent, high touch customer experiences across all solutions.

Janet joined Harland Clarke in 2003 and has more than 20 years of experience in client service with 13 of those years focused specifically within the financial services industry. This experience makes Janet uniquely capable of providing strategic thought leadership and coordinating complex, multi-channel solutions which help clients acquire, grow and retain customers.

Janet holds a B.A. in Communications from St. Edwards University and is the proud recipient of multiple Harland Clarke Quarterly Leadership and Superior Contributor awards.

Ron Hasbrooke

Business Development Executive, Contact Center Solutions, Harland Clarke

Ron Hasbrooke rejoined Harland Clarke in 2017 as a Business Development Executive. He brings more than 20 years of leadership and business development experience, including expert knowledge of contact centers, where he has held second- and third-level sales, service and operations leadership roles within multiple high-volume contact centers.

A consultative professional who understands the fast-paced, high-pressure environments of contact centers, Ron has helped build, launch, manage and support major inbound, outbound, blended and multi-channel campaigns for Fortune 500 companies.

Ron worked previously at Harland Clarke from 2002-11 as an Account Executive, Regional Manager and Director, Client Development Group. He has a Bachelor of Arts from San Diego State University and a Master of Science from Syracuse University.

Ron is currently based in Nashville, Tennessee.

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