BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

Insurance 107

Insurance Industry Customer Experience Self Service 107

NobelBiz

JULY 18, 2023

It’s a system where incoming calls are directed to the most skilled agent in that particular area, ensuring a higher chance of first-call resolution. By implementing optimized strategies, it minimizes wait times, ensures prompt attention to customer needs, and maximizes agent availability for seamless call handling.

Management 52

Management Call Center Contact Center Software Contact Center 52

Think Customers

SEPTEMBER 21, 2022

Opinions show four areas of concern: high call volumes, long wait times, talent retention, overall CX costs. This is a question posed to two of TTEC’s banking and insurance experts —Group Vice President Kristen Hein and Vice President JoVanna Dukes during a recent LinkedIn LIVE webinar. Many end up leaving their jobs.

Financial 52

Financial Contact Center Banking First Call Resolution 52

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. lower high call volume. Other industries, such as insurance and financial institutions, and utility companies, are also getting on board with remote visual assistance technology. improve efficiency.

Net Promoter Score 109

Net Promoter Score Self Service Average Handle Time Contact Center 109

NobelBiz

JULY 23, 2024

Implementing omnichannel call center software can change the way insurance providers interact with clients. In this article, we’ll talk about how How Omnichannel Call Center Software can help Insurance Agencies How Insurance Providers Can Benefit From Call Center Software 1.

Call Center 52

Call Center Insurance Omni-Channel Software 52

Customer Alignment

MAY 23, 2017

We’ve seen announcements last month alone from Vodafone, BT, EE and others confirming that they are increasing numbers at their call centres, demonstrating an emphasis on utilising call centres more as an important interface for customer service. But, net it’s on the up. So, it’s important to get the response right.

Self Service 40

Self Service First Call Resolution Customer Centricity Metrics 40

NobelBiz

APRIL 20, 2020

Metrics like Customer survey ratings or average wait times will reveal a lot about the success of your contact center. Your managers may need to do call monitoring in order to understand the specifics of your contact center’s results. Even call transcripts cannot capture behavior, consistency, and other complexities.

Call Recording 52

Call Recording Contact Center Software CRM 52