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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