Quick Q&A on
Rethinking the contact center — efficiency without compromise
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Glia’s Patrick Russell wants banking customers and banking leaders to reset expectations when it comes to service.
In our latest Quick Q&A, Rethinking the contact center — efficiency without compromise, Russell says customers still too often and too quickly default to “O” for live assistance under the assumption only frustration and untargeted assistance awaits them on an automated call path or with a chatbot. Meanwhile, historically siloed or legacy operations have conditioned contact center strategists to assume efficiency improvements come at the expense of customer satisfaction.
Russell reorients banking leaders toward new thinking and new technology—Conversational AI included—to change that equation.
In this Q&A with Patrick Russell at Glia, you’ll learn:
- Why contact centers mistakenly believe they must sacrifice customer experience to capture efficiencies.
- How to identify and control the hidden costs of repetitive, low-value tasks.
- Thoughtful approaches to AI-driven reimagining of contact center operations that better capitalize on human skills.
- Plus, how to leverage AI gains from the contact center to attain channel consistency for your customers.
- Which key metrics to rely on to inform what’s next for your automated and human-enhanced contact center.
Patrick Russell
Director of GTM Strategy
Glia
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