Future-proof the insurance Contact Centre
With the cost of living rising and the fallout from the pandemic still creating ripples of uncertainty, customers have begun to reconsider their suppliers across the board. In the insurance sector, the story is no different. With inflation increasing premiums, customers are taking the opportunity to question whether their insurance provider still provides value for money and offers the best service.
As the face and voice of the insurance provider, contact centres – and a customer’s experience in dealing with them – are important factors in this decision process. A bad experience with an agent could be the catalyst for a customer’s search for an alternative provider, regardless of loyalty or familiarity.
Maintaining – or developing – this customer loyalty is paramount to the success of insurance providers; indeed, it plays a pivotal part in future-proofing firms against uncertainty. So how exactly should contact centres start improving their services and where is the best place to start?
Read the full article at Insurance Intel to find out what Craig’s five straightforward tactics are that any provider can adopt to start future-proofing its business.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.