June 2020 – Most insurers have been able to transition their contact centers to a virtualized operating model during the COVID-19 pandemic. As insurers make their “return to work” plans, many may find that a virtualized model offers compelling long-term advantages. The pandemic has proven that it is possible.
Most available solutions facilitate the transition to remote work. The short-term pivot to remote contact centers may be a long-term win as insurers reduce overhead costs while more easily recruiting and retaining staff.
About the Author
Datos Insights
We are the advisor of choice to the banking, insurance, securities, and retail technology industries–both the financial institutions and the technology providers who serve them. The Datos Insights mission is to help our clients make better technology decisions so they can protect and grow their customers’ assets.
Other Authors
Stephanie Dalwin
Stephanie Dalwin is an Advisor at Datos Insights within the Cybersecurity practice. Previously, Stephanie served in Datos Insights’ Insurance practice, producing or supporting nearly 50 reports and lending expertise to vendor consulting engagements. She additionally led the insuretech program, maintaining relationships and coverage of over 300 startup companies, their positioning, and opportunities for investment and partnership. Prior to joining the...