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Why First Contact Resolution Makes All the Difference

Let’s face it: nobody likes calling customer service. The pre-recorded voices, the button pressing, and the wait times can all wear on  a customer’s...

The Times They Are a-Changing: Talent in the Contact Center ...

This is the first installment of a blog series that examines the trends driving the transformation, reviews how people work in today’s...

Glia Wins Best of Show at the 2019 CUNA Governmental Affairs...

Glia, an industry provider delivering platforms that combine technology with a human touch to give organizations seamless member experiences, was presented the...

Six Podcasts Every CTO Should Know

At Glia, we know that the most forward-thinking companies are those led by executives who are always searching for new ideas—and new...

On the Podcast: Going Digital First at RFG with Shannon Spotswood

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Shannon Spotswood, president of RFG Advisory, a professionally...

Six Podcasts Every Customer Experience Leader Should Listen To

At Glia, we can’t help but notice that the most forward-thinking companies are those with leaders who never stop adding to their...

The Case For Customer Service Chatbots- As Part Of Your CX...

If consumers had to give chatbots a performance review, it probably wouldn’t be stellar. This is true for all sorts reasons, but especially so...

Meet The Customer Service Rep Of The Year—in 2028

Technology’s role in customer service is growing at warp speed. Social media has opened up multiple channels of communication between brands and consumers, allowing...

On the Podcast: Creating Call Center Leaders with Jim Rembach

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an...

Five Keys To Successful Digital Transformation

According to McKinsey & Company, digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented...
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