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What is average handle time – and does it matter anymore?

Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.  And, once upon...

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First Contact Resolution Explained

It’s an immutable fact: no matter how incredible your product or service is – you’re going to have customers reaching out with issues.  Support requests come in for all kinds...

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How the pandemic has changed digital customer experience for good

The pandemic has been a driving force for change in the way we live, work, and interact with one another. Customer expectations have drastically changed, and brands must step up...

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What a Customer Effort Score Is All About

There’s no one ingredient to cultivating customer loyalty. But a lot of it comes down to a simple question: “How hard are you making them work for what they want?”...

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Adding the human touch to FinServ digital transformation

Glance can help when digital transformation is falling short of expectations or is de-humanizing customer relationships.

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Glance to Showcase Digital Branch Solutions at Finovate Fall

Glance will conduct a demonstration that illustrates how its visual engagement solutions are used by financial advisors to present proposals and guide in-app digital transactions.

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