Blog: The virtual call centre is on the horizon

Nigel Phillips

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

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