Inventions & Innovations:
How Technology Is Changing Our Lives
Throughout our lifetime, we’ve witnessed the introduction of many new innovative products and services and we’ve felt the impact of technology on our daily lives. Where would we be today without cell phones, ATMs, cable TV, e-mail and the internet? Most of us and many of our customers cannot imagine life without these technological necessities. In fact, our younger clients have always had these tools and never knew life could be possible without them! As technology shapes how we live, work and play, these new capabilities also influence our customers’ behaviors and expectations.
As Call Center Professionals, how is our job changing in response to these new external developments? How should we update our approach to our business to insure that we’re delivering what clients now expect of us? How should we revise our internal processes to better position our companies to remain relevant in this very fast changing environment?
Pat Swanick’s informative presentation will offer a summary of the changing landscape in today’s business world, shaped by technological changes. By providing some “food for thought”, Pat’s comments will educate and inform, as well as provoke questions and challenge conventional thinking. This session is a specific commentary on how new technology shapes client expectations and alters the way businesses interact with customers. The discussion will include specific observations and suggestions relative to what Call Center Professionals should do as they serve an increasingly technologically enabled customer base.
Patrick J. Swanick, Chief Executive Officer & Board Member of Gila Corporation
Following a 26 year career within the US financial services industry, Pat now leads the company as CEO and a member of the Board of Directors. From June, 1992 through January, 2005, he served in several executive roles with KeyCorp, a $90+ billion banking company, headquartered in Cleveland, Ohio. At Key, Pat was President of the Retail Bank and CEO of Key Electronic Services, where he had responsibility for over 900 branches nationwide and directed the company's consumer e-commerce, internet and payment initiatives. In prior roles, Pat was Key's executive in charge of call centers, ATMs, distribution, and retail operations. From October, 1979 through June, 1992, Pat was employed by predecessor banks of Wachovia Corporation, with responsibility for retail and commercial banking, call center operations, branch technology, and sales and marketing. Pat's distinguished career has taken him from the branch to the boardroom. He is currently a member of the Board of Directors of First Partners, Inc., Captaris, Inc. (NASDAQ: CAPA), and Tyfone, Inc. Previously, he served on the Boards of KeyBank, N.A., MasterCard International (US Region) and the Bank Administration Institute. He holds a Bachelor of Science Degree in Marketing and an MBA in Management from St. Joseph's University in Philadelphia.
Sponsored By: Gila Corporation
Founded in 1991, Gila Corporation offers outsourced collections, payment processing and call center services to governmental entities, financial and higher education institutions nationwide. The Company provides a full suite of receivables management solutions, tailored to each client's specifications. We empower talented employees with advanced technology, data management tools and leading edge business practices to exceed the expectations of our clients.
For more information please visit www.gilacorp.com.