A Perfect Match: Digital Customer Service and the Call Center

Consumers are increasingly moving online and expecting seamless digital-first experiences. Yet, the need to support phone-based customer service remains strong. So how can you marry the digital and traditional phone call worlds to deliver experiences that your customers will love?

Studies show that 84% of calls occur while the consumer is on a financial institution’s website or mobile app, and typically are 74% of the way through their digital journey when they call. So it is crucial to deliver a consistent experience that bridges the gap between phone-based and digital-first customer service for both consumers and the organizations that serve them.

Laurie Bruggenwirth, AVP of Digital Operations at Ascentra Credit Union, and Dennis Griesgraber, COO of Expedition Credit Union joined us to discuss how their teams are delivering seamless phone and digital experiences with the Glia Interaction Platform.

Listen to our webinar to learn how Gila Call Center, a solution built exclusively for financial services, helps you:

• Unify phone and digital experiences
• Efficiently manage and staff phone and digital interaction channels
• Go beyond omnichannel with a ChannelLess™ experience—for both employees and account holders

During the session, you’ll hear how Ascentra Credit Union and Expedition Credit Union have realized results with Glia Call Center, including category-leading NPS/CSAT scores, reduced handle times, and improved productivity.