Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Candice Roberts
Founder and CEO
51
Jay Steinworth
Sr. Director of Business Development
19
Seipati Metsing
Quality Assurance Validator
13
Rupert Fallows
Business Development
7

News : Ideal Credit Union Launches Glia’s Digital Member Service Platform

#contactcenterworld, @GliaInc

New York, NY, USA, Aug. 17, 2021 -- Glia, a provider of Digital Customer Service, announced that Ideal Credit Union has successfully implemented its communications and collaboration platform as part of its digital transformation. 

Woodbury, Minn.-based Ideal Credit Union recognized the need to modernize the way they offer member service and support. Previously, the contact center often faced high call volumes and long wait times, leading to member frustration and an overwhelmed staff. To address these pain points, the credit union partnered with Glia to deliver Digital Member Service. Since launching, their members have rated the Digital Member Service experience 4.55/5.

"A strong digital strategy is critical for success both today and in the future, which is why we’ve adopted a digital-first mindset enterprise-wide," said Shannon Butler, senior vice president of operations of Ideal Credit Union. "Consumer expectations have skyrocketed in recent years and financial institutions must be able to meet and serve them in real-time and personally to earn their loyalty. Leveraging Glia has been a key part of our digital transformation; since implementing the platform, we’ve improved the experience for both our members and staff which is evidenced by their positive feedback."


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Through leveraging Glia’s platform, Ideal Credit Union can meet members where they are and communicate with them through whichever methods they prefer—including messaging, video banking and voice—while guiding them through CoBrowsing. 

"It’s imperative for credit unions to evolve their member support and engagement strategies to deliver five-star experiences in today’s digital world," said Dan Michaeli, CEO and co-founder of Glia. "By leveraging our platform, Ideal Credit Union is serving members more quickly and efficiently, leading to not only enhanced member satisfaction but a better overall employee experience as well. We are proud to support Ideal Credit Union in their digital transformation."

#contactcenterworld, @GliaInc

Posted by Veronica Silva Cusi, news correspondent
Source: Glia


About Glia:
Company LogoGlia provides digital customer service technology that is reinventing how businesses support clients online. Glia's solution enriches customer touchpoints on web, mobile, or phone calls with communication choices (from messaging to video chat), on-screen collaboration, and AI-enabled personalized experiences. Banks, Credit Unions, Insurers and Fortune 500 enterprises use Glia today to quickly maximize customer satisfaction, decrease handle times, and improve conversions. Headquartered in New York City, Glia is backed by leading venture capital investors.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Ask For Ideas

Read today's tip or listen to it on podcast.

Published: Wednesday, August 18, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =