The Independent Agent’s Report Unlocking Agent Loyalty in the Insurance Sector. Independent agents drive a majority of insurance carrier business—but are carriers meeting their evolving needs? Glia’s 2024 Carrier Experience Survey reveals critical insights into what agents want: streamlined portals, faster support, and digital-first tools like live chat and screen sharing. With younger agents prioritizing […]
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CCaaS Has Reached the End of its Runway Contact centers that continue to experience long hold times and inefficient support aren’t meeting expectations. Customers are demonstrating a willingness to switch financial service providers if they don’t get what they’re looking for.1 76% of survey respondents say that they’ll switch banks if they find one that
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A Unified Approach to Benchmarking The whitepaper, A Unified Approach to Benchmarking by Glia, introduces the Unified Interactions Index, a modern metric designed to help financial institutions (FIs) measure the value of their customer interactions across efficiency, effectiveness, and experience. Using data from over 3 billion interactions, this index empowers FIs to benchmark themselves against
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