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.
Use this if you’re making an IT decision and want to avoid a costly mistake. Answer four quick questions and we’ll route you to the right next step—strategy, sourcing, contract review, or optimization.
If it’s a fit, you’ll be able to book time immediately.
