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Insurance Contact Centers: Confronting Your Greatest Challenge

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In the highly competitive insurance industry, every customer contact counts. That places even greater pressure on insurance call center environments, where agents  are expected to deliver exceptional customer service, whether it's claims support, answering policyholder questions, setting appointments for agents or promoting new insurance products.

That challenge - to provide quality service every day at a cost within the budget, is the most significant one we face. So what's the best way to achieve this goal?

Let's start with this: your agents cannot deliver excellent service unless they have the customer information they need, and when they need it. When John Smith calls with a question about his auto insurance policy, the agent should have all the pertinent details on that policy on their computer screen so questions can be answered and changes made if necessary.

But now let's take it one step further, by providing managers with historical data so they can run various scenarios before a shift begins, to prepare for contingencies. As the shift progresses, managers should see real-time insights delivered via dashboards and reports on KPIs, as well as alerts so they can adjust forecasts and schedules when the unexpected occurs.

Information: what you need, when you need it - that is how the determination to provide great customer service must begin.

Unfortunately, you won't get it from spreadsheets. It takes an automated workforce management solution to provide the actionable insights necessary to be proactive in decision-making, so every shift of every day will be prepared to deliver the kind of customer service that keeps your policyholders loyal and happy. And when the contact center is running at peak efficiency, that reduces costs as well.


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