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AI That Saves Agents: Not Replaces Them
Manage episode 503014296 series 3247058
المحتوى المقدم من Max Clark. يتم تحميل جميع محتويات البودكاست بما في ذلك الحلقات والرسومات وأوصاف البودكاست وتقديمها مباشرة بواسطة Max Clark أو شريك منصة البودكاست الخاص بهم. إذا كنت تعتقد أن شخصًا ما يستخدم عملك المحمي بحقوق الطبع والنشر دون إذنك، فيمكنك اتباع العملية الموضحة هنا https://ar.player.fm/legal.
Imagine your call volume doubles overnight, but your hiring budget is stuck at zero.
Most contact centers would collapse. Heritage Federal Credit Union didn’t.
In this episode, Max Clark sits down with Brent Wilford and Patrick Russell from Glia to unpack how Heritage:
Navigated a messy merger without adding agents
Reimagined customer engagement with true omnichannel done right
Used AI to empower agents instead of replacing them
Unlike JPMorgan’s massive AI rollouts, Heritage shows what “AI done right” looks like in a mid-sized credit union. It is a blueprint any contact center can follow.
👉 Heritage doubled call volume without a single new hire. Watch how, and learn what your team can take from their playbook before you face the same challenge.
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