The Ultimate Support Agent Workstation
Empowering your agents through technology
As the customer experience becomes more of a focus for businesses, companies are doing more to ensure their employees have...
Live Web Observation and CX
Using Live Web Observation to Improve Customer Support
As customer expectations rise, it’s becoming increasingly difficult to provide a positive customer experience. Today, regardless of...
Empathy and the Customer Experience
There’s no denying that the use of artificial intelligence (or AI) is quickly growing as a useful application for customer experience in the business...
Building A Better Customer Service Agent
Not too long ago, Dan Regenold, CEO of Frame USA, decided to spend a workday with one of his customer service representatives. Dan’s agents...
The Dangers of Channel Switching
Today’s customer expects to have a broad selection of channels where they can communicate with companies. However, when an issue cannot be resolved using...
On the Podcast: Building Customer Experience Through Design Thinking at Northern...
On the latest episode of Movers & Shakers, our cofounder and CEO, Dan Michaeli, sits down with Scott Dille, the Director of Client and...
We Hosted Our First Hackathon!
Last weekend the Glia Engineering team hosted our first public hackathon. Developers competed by bringing their skills, passion, and grit to the realm of...
Why AI Assisted Chat is the Future
Recent advances in Artificial Intelligence (AI) have been changing and shaping businesses, most notably in their ability to bring customer experience (CX) to the...
Removing Regulation Hurdles with CoBrowsing
Most companies are aware that CoBrowsing can decrease costs and increase customer satisfaction. However, after speaking with a top insurance company, I recently discovered...
Adding a Human Touch to Online Banking
With all of the speech recognition, machine learning, and bot-based customer experience solutions available to companies today, there are still a few industries that...