Call Recording Contact Center Insurance 
NICE inContact
SEPTEMBER 23, 2019
Call recording software is a foundational component of contact center operations but often under valued and taken for granted. Similarly, recording software powers other contact center activities but it’s not until the contact center experiences a failure that most really stop to think about its critical implications.
InMoment XI
OCTOBER 31, 2024
To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.
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MiaRec
JUNE 18, 2024
You are constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? This significantly streamlines the data capture and entry process.
NICE inContact
JANUARY 30, 2019
For Millennial Specialty Insurance (MSI), this definitely a case of being in the right place at the right time. Working with agent-partners rather than direct-to-consumer, MSI focuses on niche markets, primarily renters and condominium insurance for multi-family housing. Call handle times have been reduced, resulting in cost savings.
NobelBiz
JANUARY 28, 2025
With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.
Calabrio
MARCH 5, 2025
In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%.
AWS Machine Learning
OCTOBER 16, 2024
Intact Financial Corporation is the leading provider of property and casualty insurance in Canada, a leading provider of global specialty insurance, and a leader in commercial lines in the UK and Ireland. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.
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