Dialing Up Success: Heartland's Contact Center Transformation
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.
Download this resource
Get the full case study to read offline.
⬇ Download Case StudyBy downloading this case study you agree that your business details will be shared with Glia for follow up purposes. Read their privacy policy.
Related Resources
From Legacy to Leading-Edge: Azura CU's Rapid Digital Transformation
Wait times and abandon rates plummet within 30 days of launching Glia
Granite CU: Four New Branches, No New Staff
Using AI to work smarter, not harder, Granite personalizes service and increases membership—without increasing headcount.
Heritage Federal Credit Union: Turning the Contact Center into a Growth Engine
Heritage has used voice AI to exceed 151% of its annual loan growth target, deepen member relationships, and set the stage for virtually limitless expansion.