Personalize the Conversation: Making the Most of SMS Marketing
If you’re using SMS to reach customers today, what is their experience? Is it a one-way communication or is it a conversation? The opportunities to engage your customers via SMS are endless!
The First One Now Will Later Be Last? | The Times...
Customer experience is a top differentiator and customer care organizations are now at the forefront of innovation. Is your contact center winning the race?
Expand Member Reach with Virtual Branches
In a post-pandemic world, virtual branches can help credit unions and banks meet the needs of customers while delivering a superior customer experience.
Digital Routing
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.
Organizing the Contact Center to Drive the Digital Experience for Customer-Centricity...
As customer-centric businesses prioritize customer experience the contact center takes on a more central role while companies rethink the service organization...
Glia and Infosys Partner to Enhance Digital Customer Service for Businesses...
Today we have the honor of recognizing Glia’s partnership with Infosys, a global leader of next-generation digital solutions, advisory, and consulting services,...
Why I Joined Glia
By Rick DeLisi, Co-Author “The Effortless Experience”
For the better part of the past two decades, I’ve been studying...
It’s a Digital World—Can You Afford Not to Use DCS?
When the pandemic hit, many financial institutions closed branches and told their employees to work from home.
In effect,...
Get Your Agents To Stop Asking This One Question
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...
How to Manage a Virtual Agent – Fate of the Bots...
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.