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Insurance & Technology
July 8, 2007
Nathan Conz |
Insurance Call Centers Lag Behind Other Industries, But The Hartford Is a Diamond in the Rough A recent study shows that the insurance industry still has a way to go when it comes to call center satisfaction.   |
Insurance & Technology
June 10, 2009
Anthony O'Donnell |
The Key to Keeping Customers Is Getting to Know Them Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market. |
Insurance & Technology
July 12, 2006
Maria Woehr |
Digging for Dollars The insurance agent often is portrayed as going door to door with an oversized briefcase brimming with paper applications. While that might have been so in the 1950s, today, selling insurance means connecting with the customer, and it takes more than just a smile and a shoeshine. It takes knowledge. |
Bank Technology News
August 2008
Glen Fest |
First-Call Resolution Becomes Imperative BNY Mellon's Shareowner Services division is among a small number of call centers that have begun to take seriously the need to dive deep into the matter of first-call resolution. |
Insurance & Technology
January 25, 2005 |
Deja Vu All Over Again Many of the major areas of focus for senior insurance technology executives in the coming year will be familiar ones that have become even more pressing. Insurers will boost their offshore outsourcing activities and increasingly dip a toe into business process outsourcing (BPO). |
CRM
January 25, 2013
Leonard Klie |
Consumers Are Happier with Contact Centers Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
March 1, 2008
Christopher Musico |
Re-shoring Contact Centers A rise in customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. |
Insurance & Technology
December 15, 2009
Anthony O'Donnell et al. |
4 Technology Solutions That Sizzle While insurers often are cautious in their adoption of emerging technologies, carriers are investing in four solutions -- cloud computing, mobile, analytics and social networking -- that are just too transformative to ignore. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
December 2003
David Myron |
Driven by Service Contact centers are no longer for basic problem resolution or order-taking. Organizations are now using them to lead major strategic initiatives. |
Insurance & Technology
May 16, 2007
Susana Schwartz |
Drive For Automation Causes Insurance Carriers To Integrate The Internet has yielded more choices among comparative raters and aggregators, thus elevating agents to a more powerful position as the gatekeepers to multiple company ratings. |
CIO
December 2, 2013
Stephanie Overby |
Call Centers Suffer From Big Data Overload Nearly half of all contact centers consistently collect and report on metrics that they never use to improve the customer experience, according to a new survey. |
Insurance & Technology
February 1, 2006
Phil Britt |
A Web of Support There has been an upturn in insurers' investments in Web-based tools that enable agents to work more efficiently and, through those efficiencies, sell more, increase commissions and make more money for the companies they represent. |
Insurance & Technology
November 26, 2003
Julie Gallagher |
Keep Them Coming Back for More Now more than ever, carriers need to focus on keeping today's skeptical customer satisfied. |
Insurance & Technology
January 11, 2010
Nathan Conz |
Farmers Names Travers EVP of Operations Farmers Group has promoted David Travers to the position of executive vice president of operations. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
August 26, 2011
Rajaram & Manasa |
The Next Frontier in Call Center Analytics Investing in operations is not enough. Ideally, companies would invest unlimited funds into ensuring that each and every customer receives a personal, efficient call center experience. |
CRM
November 2, 2012 |
Contact Centers Are a Growing Industry A GIA report finds an increased focus on efficient customer care and reducing costs are driving the market. |
CRM
September 1, 2009
Christopher Musico |
Jetting to a Better Customer Experience The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores. |
CRM
April 2008
Marshall Lager |
The 2008 CRM Service Awards: Elite -- JPMorgan Chase Card Services JPMorgan Chase Card Services has Enkata to thank for a unification of agent metrics. |
The Motley Fool
December 12, 2006
Emil Lee |
Insurance Industry Basics: Combined Ratio Investors who buy insurance companies with low long-term combined ratios should eventually be rewarded with superior investment returns. Just ask Warren Buffett. |
Insurance & Technology
November 26, 2003
Cynthia Saccocia |
Placing Your Bets Technology Will insurers ante up on technology investments in front-office or back-office systems in 2004, or hold back? In this exclusive preview, TowerGroup assesses the field. |
Bank Technology News
December 2010
Michael Sisk |
From Cost Center to Revenue Driver For decades the call center was considered a cost center, and the most important performance measurement was how fast you could get the customer off the phone. Now virtually all banks are trying to turn call centers into profit centers. |
CRM
October 31, 2014
Kumaran Ponnambalam |
How Human Variability Can Improve Contact Center Performance Look beyond technology to serve your customers best. |
CRM
January 2010
Donna Fluss |
Contact Center Innovation: What to Expect in 2010 Organizations must change their mission and culture to benefit from new technologies. |
Insurance & Technology
September 14, 2004
Kristi Nelson |
Farmers Streamlines Auto Claims Processing ClaimsPort solution moves third largest auto insurer from paper-based processes to ASP model. |
CRM
December 1, 2005
Coreen Bailor |
CSAA Steers Its Performance Management To ease supervisors' time-intensive data-collection method, the California State Automobile Association created an in-house tool. |
PHONE+
December 3, 2009
Daniel Lonstein |
Meeting Call-Center Challenges Last year was a mixed bag of opportunity, risk and regulatory hurdles for the call center industry. |
CFO
April 1, 2003
David M. Katz |
Holes in the Net? Insurers' woes are mounting -- and your company's coverage may be at risk. |
Insurance & Technology
July 8, 2010
Nathan Golia |
Farmers Looks to E-Readers for Agent Resources The insurer and its agents are finding that improving access to sales and training resources by putting them on e-readers improves customer service. |
The Motley Fool
January 31, 2011
Selena Maranjian |
5 Car Insurance Surprises Save money and get the auto protection you really need. |
Insurance & Technology
April 2, 2008
Nathan Conz |
Insurers Seek Balance in Web 2.0 Projects Insurers including Humana and Esurance seek Web 2.0 success by soliciting user-generated content and leveraging social networking concepts in ways that are non-intrusive to their customers. |
Insurance & Technology
July 6, 2010
Nathan Golia |
Esurance Launches iPhone App The app has functionality aimed at both current policyholders and prospective customers. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
U.S. Banker
January 2011
Michael Sisk |
Center of Attention Long viewed as a necessary evil, the call center is emerging as a vital cross-selling and revenue-driving tool. |
Insurance & Technology
July 2, 2009
Anthony O'Donnell |
Farmers Completes Acquisition of 21st Century Insurance Largest acquisition in the company's history strengthens its position as the third-largest personal lines carrier in the U.S. and makes it the top auto insurer in several states, including California. |
CRM
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
AskMen.com
Kirk Thurbide |
Employee Retention Employee retention looks to be an ongoing challenge for organizations. As the workforce continues to change, perhaps so must the conventional thinking on employees and retention. |
