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Increasingly, insurers are searching for ways to improve the claims process and retain customers with best-in-class experiences. Increasing competition in the insurance sector means service quality can more easily make or break a customer relationship. How can strategies to automate insurance and harness data be used to create efficient, logical processes which benefit customer experience (CX)?
It’s obvious when someone has great communication or soft skills. Conversation flows, difficult subjects are made easier and customers feel heard and valued, like their needs have been taken into account. It’s almost effortless for the person on the receiving end but the same is not always true for agents delivering this level of care and attention. How can contact centres support agents as they engage with these invaluable soft skills?
2022 research commissioned by Odigo sees overwhelming support for the claim that AI investments improve the customer experience. The vast majority of respondents also stress that AI is a long-term investment and takes time to properly integrate and deliver maximum ROI.
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Leader for Growth on the Frost & Sullivan Frost Radar™: European CCaaS Market, 2021.
