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When Heartland Credit Union went through a merger and core banking conversion at the same time, members needed extra help getting up to speed on the changes. But Heartland’s aging contact center tech wasn’t built to handle such high volume, creating a challenging experience for members and reps.
That’s when Heartland turned to Glia—and generated eye-popping results:
- Increased call center success rate to 98.4%
- Reduced average wait time to just 66 seconds
- Boosted member experience scores to 4.53 out of 5
- Achieved a 93% "would use again" rate from members
By using Glia Call Center and Digital Customer Service to unify voice, video, chat, and tools like CoBrowsing, Heartland also increased staff efficiency and unlocked game-changing reporting capabilities. Attend our Answering the Call webinar to learn how they did it all—and how your financial institution can do the same. Speakers include:
- Daniel Mijal, VP of Digital Strategy, Heartland Credit Union
- Patrick Russell, Contact Center Lead, Glia
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