Glia Blog | Digital Customer Service Explained

2020 and social distancing fundamentally changed how customers interact with businesses. Close, in-person interactions were largely replaced with virtual exchanges. As the...

What if a customer could be routed to the right place before they ever ask to connect to an agent? What if a company could reach out to a customer at the point of friction or frustration? These are not futuristic wishes; this is possible today with Digital Routing.

As customer-centric businesses prioritize customer experience the contact center takes on a more central role while companies rethink the service organization...

Today we have the honor of recognizing Glia’s partnership with Infosys, a global leader of next-generation digital solutions, advisory, and consulting services,...

By Rick DeLisi, Co-Author “The Effortless Experience” For the better part of the past two decades, I’ve been studying...

When the pandemic hit, many financial institutions closed branches and told their employees to work from home.   In effect,...

It’s a simple question asked in all sincerity, and with all the best intentions. But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word...

When it comes to bots in the contact center, how do you manage these “virtual” agents? Find out in The Times They Are a-Changing: Talent in the Contact Center Series part 7.

Responsiveness and a focus on member service are two guiding principles for most credit unions. However, 2020 has pushed the boundaries of...

On the eve of Thanksgiving in the US this year, Glia was blessed with one more thing to be thankful for—our record-setting...