Glia Clients Talk Service Continuity On A Time Crunch

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In the wake of social distancing, communication between credit unions and their members has been put to the ultimate test. How can these organizations ensure that their member’s needs are being met and they are able to connect with an agent to discus important life decisions caused by this pandemic? 

We sat down, virtually—with some of Glia’s new clients who chose to implement our platform completely remote to ensure their digital customer service is top notch. Andrea Argueta, Chief Operations Officer at IDB Global Federal Credit Union and Aaron Mickelson, Director of Contact Center Operations at TwinStar Credit Union discussed implementation on a time crunch, and how they kept their high standards of member service using remote agents. 

In this testimonial video we discuss: 

  • How social distancing impacted service operations
  • Implementing home agents on a time crunch
  • Advice to others about service continuity