In the quiet of your mind…imagine…you’re standing in the middle of a typical mid-to-large sized call center…could be at your organization or any organization.
Now, take a quick look around at the people who work there.
Who do you see? What are they doing—not just what is their job, but what do they actually DO? How much are they getting paid? How hard is that job? How repetitive and mundane is it? How many rules and policies are they required to comply with? How much is each person focusing on the customer they’re interacting with versus how much time are they stroking and poking around multiple screens and systems? How much turnover and job dissatisfaction is happening in that environment? What is it like to grind hour-after-hour with customer-after-customer?
For most, the term “call center” tends to conjure up some form of negative imagery, whether you’re picturing yourself as the person who works there, or the person who’s interacting with the person who works there. The repetitive task of handling customer issues and problems over and over takes its toll after weeks and months. That’s why (according to ICMI) about three-quarters of all frontline reps never make it to their second anniversary. That’s why call centers have been called “factories of sadness.” Sorry, but that’s the reputation.
And here’s the scary part: The people who work in your contact center are the most important people in your entire organization, because they’re the only ones interacting with your customers.
But what if you could reimagine your contact center? What if you could transform it into a hub where AI and human connection converge, delivering both peak efficiency and exceptional experiences? With Glia's AI, the future of service has arrived—and it’s truly above and beyond.
Reimagining Your Banking Contact Center: Three Transformational Shifts with AI
As financial institutions leverage Glia to unify all types of interactions with their customers (phone, digital, AI), a powerful movement is underway to redefine contact center strategies. We're seeing three fundamental areas where the modern contact center operation is becoming significantly different from the recent past:
1. Every Interaction is Elevated: AI as the Agent's Essential Co-Pilot
In a reimagined contact center, yes, there are still people. No matter how advanced AI becomes, it can't handle every customer issue or situation. And it shouldn't! By unifying AI and human agents, you can ensure human capacity is reserved for the interactions that need them most, like complex financial guidance or loan applications.
But during each human interaction, the customer is interacting with an agent who is being aided every step of the way via Glia's Agent AI tools, part of our AI for All™ suite. This means no agent is ever doing all the work alone; powerful assistance is always available at their fingertips.
"Human beings are still necessary to deliver the emotional intelligence and empathy required in many complex contact center interactions...but the key to success in the contact center of the future is using AI as a copilot to help agents build rapport, foster trust and loyalty, and deliver more effective service." – CX Today
During an interaction, Glia's Agent AI tools are always at an agent’s side – offering context and information about the customer as well as helpful tips for solving the exact issue they're contacting you about. The Glia Agent AI assistant is automatically pulling up relevant information and interaction context – steps that used to be a huge distraction for the live agent.
After the interaction, Interaction Wrap-up prepares a detailed summary for review and approval, freeing agents from administrative burdens. For agents, Glia's AI is a trusty sidekick, enabling them to concentrate on the most important part of their job—connecting with the person they're interacting with on a human level.
2. Empowering Agents for Deeper Human Connection
Once agents get used to working with Glia's virtual assistant, they quickly realize they can (for the first time ever) truly meet the customer where they are. Not just in the channel they chose to start the interaction, but precisely where they are in the middle of trying to solve a problem or resolve an issue.
Picture the difference between starting an interaction with: “Hi, I’m Rick, how can I help you?” vs. “Hi Mr. DeLisi, it looks like you’re trying to apply for a car loan, I can totally help you with that!”
When the agent already knows who this customer is (because they’ve already been logged in or spoke with Glia’s Phone GVA) and what their issue is (based on their digital body language or Glia's Heads-Up context), the conversation is completely different. Instead of having to go through all the preliminary steps of authentication and issue diagnosis, they can go right to solving the problem. That's the empathy customers are really looking for—not just to say “Oh, I’m sorry you’re having an issue” but right to “I get exactly what you need and I’m here to help you in the fastest, easiest way possible!” See the difference?
"The future of contact centers is technology, amplified by empathy. Technology can guide individual consumers, helping them solve their problems by themselves or with the support of an automated virtual agent. And where that proves impossible, a human agent, supported by technology that delivers the right information, will be able to advise on the next best action for that customer." – Business Reporter (published on Bloomberg.com)
3. Elevating the Business Value of The Banking Contact Center
Because Glia's Customer AI (Glia Virtual Assistants or GVAs) can automate 30-60% of common inquiries across voice and digital channels, significantly fewer human agents are needed to handle routine tasks. This means the remaining agents could be upskilled and reallocated to other high-impact areas of your organization.
For example: If your company can automate over 50% of all customer interactions with Glia Virtual Assistants, you could relocate agents to focus on supporting loan growth or CDs to strengthen conversion. When you take repetitive and mundane tasks off their plate, the contact center agent’s job changes dramatically. When you consider how that time could be reallocated to support growth initiatives, that's when you unlock the business value of the modern banking contact center.
It's a Choice to Modernize Your Banking Contact Center, and it's an Easy One
Every company now has choices that never existed before. How do you want to imagine the contact center at your company—the connection point between you and your customers?
"Happy employees lead to happy customers. When agents feel supported, trusted, and equipped, they naturally deliver better service." – Shep Hyken, noted customer service and CX authority
Stop choosing between efficiency and experience. It's time to transform your contact center from a factory of sadness into a celebration of elevated customer and agent experiences. Discover how Glia's AI for All™ can help you Automate routine tasks & Elevate your team to deliver exceptional, cost-effective service. Request your personalized demo today and see the future of the banking contact center!
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