Contact Center

Customer Experience Management in the Insurance Industry

The UK insurance industry is growing. In 2016, it had over 111,000 direct employees and in 2017 saw tax contributions reach over 72 billion British pounds, the largest contribution of any sector within the country. But with a growing industry comes fierce competition and an increasing number of pressures. In this blog, we cover some general challenges the insurance sector faces and talk specifically about how Customer Experience Management (CEM) strategies and associated technology can help insurers to remain competitive. Here’s a summary of what to expect:

 

How much does a chatbot cost and where does the value lie for my business?

Over on the Geomant blog, we introduced chatbots as one of the key AI tools in the contact centre. The next question that a business would ask is how they can evaluate whether a chatbot is the right thing for them to start their journey of AI adoption.

In the following blog, we will review in more detail the cost aspect of chatbots and AI applications, and will also discuss and quantify some of the benefits they bring to businesses.

Here’s what the article covers:

Join us at the Avaya Spring Conference in Chicago

The PCC EMEA event is where key specialists within Avaya Business Partner networks and Avaya Subject Matter Experts come together to learn and share ideas about new Avaya solutions, services, tools and processes. The event aims to enable greater collaboration and efficiency with market leading Avaya solutions to deliver outstanding value and benefits to customers.

INOVA SOLUTIONS ACQUIRED BY UK BASED GEOMANT

Geomant, the UK headquartered Systems Integrator specializing in contact center technology and digital engagement solutions today announced that they have acquired US-based Inova Solutions.

INOVA SOLUTIONS ACQUIRED BY UK BASED GEOMANT: THE NEXT CHAPTER IN OUR STORY.

We are thrilled to announce that we have been acquired by UK company Geomant. In this blog we’ll walk you through the ins and outs; why we made this decision, what our aims are, and what it means for Inova and Geomant customers.

What are the best tools for the call center?

Here’s a vote for reporting the state of incoming phone interactions in real time. Any call center supervisor would welcome better visibility into the current state of the calls in the phone distributor, or ACD. Knowing at any given time how many calls are on hold, how long the oldest call waiting has been on hold, what the average speed to answer a call is, or which queue or skill group has the most calls backed up gives the center supervisor(s) the ability to make informed decisions and take immediate action to improve the customer experience.

Combine your premises-based ACD real-time KPIs with your new cloud ACD KPIs

A world-class real time notification solution can combine and normalize that data for you, giving you a consolidated view of metrics from both your premises-based and cloud-based ACDs.

A world-class real time notification solution can combine and normalize that data for you, giving you a consolidated view of metrics from both your premises-based and cloud-based ACDs.

Add chat and email queues to your real time reporting system

Now that online chat and emails are also a growing part of a call center's repertoire, its real-time reporting mechanism needs an update.

Now that online chat and emails are also a growing part of a call center's multi-channel service strategy, its real-time reporting tools need an update.

From 'blind' to 'good' call transfers [Video]

If you want to maximize first call resolution, as well as customer satisfaction, you need your agents to make good transfers - not blind ones.

Why You SHOULDN'T attack the queue

If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.