Life Insurance Contact Centers: Key Issues and Trends
Report Summary
April 2018 - Life insurers strive to achieve the same levels of customer satisfaction in their contact centers delivered by retailers and consumer finance, but they face numerous challenges that have hindered their progress over the years.
Some challenges can be overcome through transformation efforts including process redesign and systems integration. Other challenges should be solved by relying on new technologies reaching a level of maturity that supports deployment in production environments.
Understanding the issues, approaches, and technologies surrounding contact centers is a key step in enabling insurers to transform their current environments, achieving significant cost reductions and improving the customer experience.