How Banks and Credit Unions Reduce Service Pressure
Automating High-Volume Calls and Reinvesting Efficiency Gains into Community Impact
Webinar Details
- January 21, 2:00 p.m. EST
Speakers
- Rick DeLisi, Lead Research Analyst, Glia
- Patrick Russell, Director of Impact & Voice Solutions, Glia
Register Now
Webinar
When Service Pressure Builds, Everyone Feels It
Overview
High-volume routine calls are straining teams, inflating costs, and limiting capacity for higher-value work.
Community FIs are under growing service pressure — not because demand is increasing, but because routine, repetitive interactions are consuming limited frontline capacity.
Password resets, balance checks, card issues, and basic questions now account for the majority of inbound volume. As a result, teams are stretched thin, wait times rise, and highly skilled staff spend their days handling work that doesn’t require a human.
The challenge is no longer how to answer more calls — it’s how to create capacity without adding staff, sacrificing experience, or compromising trust.
Password resets, balance checks, card issues, and basic questions now account for the majority of inbound volume. As a result, teams are stretched thin, wait times rise, and highly skilled staff spend their days handling work that doesn’t require a human.
The challenge is no longer how to answer more calls — it’s how to create capacity without adding staff, sacrificing experience, or compromising trust.
Why Attend
If service pressure is limiting your ability to scale without adding staff, this session will help you:
- Understand where service pressure really comes from
- See how peers are solving it today
- Learn how to scale service capacity without scaling staff
- Preserve the personal, community-first experience your institution is known for
Webinar
What This Webinar Will Cover
In this thought leadership session, we’ll explore how banks and credit unions are rethinking service delivery to relieve pressure on frontline teams while strengthening the role they play in their communities.
You’ll learn:
- Why service pressure persists despite investments in staffing, IVR, and digital channels
- What’s driving over 80% of inbound call volume at community financial institutions
- How leading banks and CUs are automating high-volume interactions without losing the personal touch
- How efficiency gains can be reinvested into higher-value work like lending, fraud prevention, and member outreach
- Why fixing service pressure is a strategic growth decision — not just an operational one
Drawing on real-world examples and patterns observed across community banks and credit unions, the session will highlight practical approaches institutions are using today to move from chronic under-capacity to operational abundance.
Who Should Attend
This session is designed for leaders at community banks and credit unions who are responsible for balancing service quality, operational efficiency, and growth. It will be especially relevant for those involved in shaping service strategy, managing capacity and costs, and modernizing service delivery while maintaining trust and compliance.
Typical attendees include:
- COOs, CIOs, CXOs, and other executive leaders
- Heads of Operations
- Contact Center and Service Leaders
Whether you’re looking to grow your customer base or integrate Glia with your tech stack, we help you create connections that drive results.
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how it works
How Banks Use DCS
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Increase Digital Channel Efficiencies
Reduce friction and increase the effectiveness of customer interactions with visual context. Streamline communications across channels in a single engagement that improves clarity and lowers abandonments. Deliver a seamless blend of AI self-service and live online banking support for optimal efficiency.
Expand Revenue Opportunities
Increase conversions by guiding customers on screen to find and apply for products that meet their needs, including loans, credit cards, and more. Accelerate sales with visual context and CoBrowsing to help dot the i’s and cross the t’s.
Amplify Customer Satisfaction
According to Forrester, 84% of customers start their customer service journey online. Enabling valuable on-screen engagement builds deeper loyalty through personalized, meaningful support, when it is most needed.
Drive New Customer Acquisition
Financial institutions that use Glia typically experience up to a 72% increase in new account conversions. Helping customers at their point of need eliminates sticking points and meets increasingly high customer expectations.
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