Blog: The virtual call centre is on the horizon
CDL’s Nigel Phillips says call centres are changing and urges brokers to embrace innovation.
Love them or hate them, contact centres have long been fundamental to the world of insurance as a crucial customer interface. With new technologies constantly emerging, their future role is under pressure like never before. In particular, advances in voice technologies are raising the question of whether ‘self-service’ could apply to the contact centre just as much as online.
The industry has always worked to eradicate long waits on hold, and voice technology may have the answer, offering a new
Only users who have a paid subscription or are part of a corporate subscription are able to print or copy content.
To access these options, along with all other subscription benefits, please contact info@insuranceage.co.uk.
You are currently unable to print this content. Please contact info@insuranceage.co.uk to find out more.
You are currently unable to copy this content. Please contact info@insuranceage.co.uk to find out more.
Copyright Infopro Digital Limited. All rights reserved.
You may share this content using our article tools. Printing this content is for the sole use of the Authorised User (named subscriber), as outlined in our terms and conditions - https://www.infopro-insight.com/terms-conditions/insight-subscriptions/
If you would like to purchase additional rights please email info@insuranceage.co.uk
Copyright Infopro Digital Limited. All rights reserved.
You may share this content using our article tools. Copying this content is for the sole use of the Authorised User (named subscriber), as outlined in our terms and conditions - https://www.infopro-insight.com/terms-conditions/insight-subscriptions/
If you would like to purchase additional rights please email info@insuranceage.co.uk
More on People
Biba Conference 2024 countdown: Zurich’s Jacqui Kelly
Jacqui Kelly, head of sales and distribution at Zurich, looks forward to the positive buzz, celebrating an important birthday and helping the industry become more inclusive.
Biba Conference 2024 countdown: Ignite Insurance Systems’ Toby MacLachlan
In conference week Toby MacLachlan, managing director at Ignite Insurance Systems promises sock, socks and more socks, advises not booking too many meetings and is looking forward to a good night’s sleep.
Brokers, are you sure you don’t have a D&I problem?
Why is Link – the LGBTQ+ insurance network – at the British Insurance Brokers’ Association Conference next week? Because it wants to support brokers on diversity and inclusion, according to co-chair Maxim Cook and committee member Erik Johnson.
Biba Conference 2024 countdown: Crawford & Company’s Emma Parr
Emma Parr, chief client officer, UK & Ireland at Crawford & Company, will be donning her white trainers, talking claims technology, and catching up with Olympian Derek Redmond at her reception event.
People Moves: 6 – 10 May 2024
Stay in the loop with the latest insurance personnel moves.
Arc Legal founder Finan launches Addept Group after buying broker Policywise
Arc Legal Assistance co-founder Richard Finan has returned to the insurance market with a new wholesale business Addept Group, having acquired broker Policywise.
Biba Conference 2024 countdown: Sedgwick’s Mark Gilbert
Mark Gilbert, strategic client director and head of corporate at Sedgwick, teases a shaken, not stirred surprise on its stand, reminisces about playing Steve Davis at pool and describes Biba as the Crufts for insurance.
Video Q&A: Close Brothers Premium Finance MD Shaun Hooper
Following a recent survey of commercial brokers, Close Brothers Premium Finance managing director Shaun Hooper dissects the findings and offers insights into what his firm is doing to help intermediary clients avoid underinsurance.
Most read
- ‘Not right’: Biba CEO Trudgill reveals sad letter of small broker crushed by regulation
- Jensten wholesale division split sees MD Simon Taylor exit
- Biba 2024: Aviva not afraid of ‘tough’ conversations, but ‘categorially’ committed to broker PL, says MD Morris