Case Study
Customer Experience
Automation
Analytics
Dialing Up Success: Heartland's Contact Center Transformation
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🌐 English
📄 Case Study
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🏷️ Financial Services
Heartland revamped its contact center with Glia Voice and Glia Digital—and immediately started improving its member experience while relieving overloaded agents.
Key Takeaways
- ✓ Channel Diversification. By offering chat and video via Glia Digital, alongside traditional voice calls, Heartland spread out member inquiries across multiple channels, reducing pressure on overwhelmed phone lines.
- ✓ Data-Driven Staffing.
- ✓ Leveraging real-time queue data, managers now make more informed decisions about staffing levels. If phone volume is higher than digital volume, managers can assign reps in real-time to meet fluctuating demand.
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