Improve Call Center Metrics

“Oh, I see now.”

When agents can see what the customers see, positive results quickly follow. Customers feel understood. Problems are resolved faster. Customer trust and satisfaction soar. Call center efficiency rises and costs drop. Agent morale and longevity increases.

Improve Call Center Metrics

With Glance you’ll see improved call center efficiency, higher customer satisfaction, and more upsell revenue opportunities in the call center. With results like that, you’ll make customers, agents, and even CFOs much, much happier.

Improve First Call Resolution and Average Handle Time

Glance allows your call center agent to instantly see the screen of the digitally connected customer. The agent can visually identify the problem and guide the customer to a speedy solution. When customers and agents no longer need to play “The Game of 20 Questions” to reach an understanding, calls are completed faster and cases are fully resolved on the first try.

Higher customer satisfaction, loyalty, and lifetime value

When customers receive a premium human-to-human service experience and have rapid resolution to their problems, customer satisfaction rebounds — and in fact it soars! Glance clients report massive increases to CSAT and NPS scores. Take advantage of those “high CSAT moments” by training agents to up-sell when the time is right, converting your service center from a cost center to a revenue generator.

Happier agents

Service and support agents love Glance! Glance is integrated with the agent desktop, so agents can launch a sharing session with the click of one button. Interactions with customers go much more smoothly. Agents feel better empowered to solve problems. Glance is proven to increase agent satisfaction, decrease agent churn, and reduce contact center recruiting and training costs.

See the problem

Glance enables call center agents to instantly see what callers are seeing on-screen, to quickly understand problems without playing “The Game of 20 Questions.”

Guide the solution

The agent can highlight elements on the customer’s screen including text, graphics, form fields, and navigation controls. Agents can guide the customer, and follow from page to page as the customer navigates the website or app.

Build trust and empathy

Glance allows agents to reach understanding and solve problems with customers faster, building rapport, and turning negative experiences into engagements that create long-lasting customer bonds. With Glance, the customer can even see the friendly face of the agent, humanizing your brand (optional).

Present, demo, and consult

Glance can also show the agent’s screen to the customer — perfect for presenting and demoing to close the sale or for delivering advisory services.

Connect with one click — no download

With a simple click of a button the agent can launch a sharing session with the customer — no need for the customer to download any software. Glance is integrated with your existing CRM and contact center technology for a frictionless workflow and effortless customer experience.

Works on any desktop computer, any OS, any browser, any mobile device

Agents can see the screen of callers no matter whether they are using your desktop software, website, browser based app, or native mobile app. The Glance Visual Engagement Platform gives you a consistent agent and customer experience on every digital platform.

Enterprise scalability and security

Glance is enterprise-proven in some of the largest contact centers in the world. And Glance is engineered to comply with strict customer privacy and security requirements, perfect for financial services, healthcare, and insurance.

Visual engagement breakeven in under six months. 396% ROI after 3 years.

  • Shorter average handle time
  • Lower call center staffing costs
  • Higher first call resolution
  • Higher customer loyalty and lifetime revenue
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ContructConnect used Glance to build a sales process with a better pipeline

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Truckstop.com delivers premium customer care with Glance

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Glance makes customer consultations less taxing for Intuit

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MINDBODY lifted customer satisfaction & product adoption with Glance

Ready to see what visual engagement looks like in action?

It’s easier for us to show you than to describe it here in writing. Request a live demo to see the many ways Glance can transform your customer experience.

Ready to take the distance out of digital?

See how Glance enables real human connections in your digital space

Request a Demo