LiveOps Blog
When Your Customers Really Need to Talk to Someone
Matt Fisher, General Manager and EVP of Agent Division
Forrester recently reported that 56% of 697 US online insurance owners who filed a claim in the last 12 months used the phone to initiate the claim with their insurance providers. And 33% of those same 697 insurance owners used a phone to initiate a claim with their insurance agent.
Think about that. That’s more than 85% of people who had to file a First Notice Of Loss (FNOL) claim preferred to talk to a person! They grabbed the phone. Not for texting. Not for tweeting. For calling and filing because they wanted to talk to a live person.
Filing insurance claims after a personal loss is not an easy call to make. Adding to that pain is that the call should be made very quickly after the tragedy strikes. People deserve to talk to a contact center agent who is experienced, knowledgeable, calming, and empathetic. (more…)
Work is Moving to the Cloud
Regan Parker, Director of Workforce Innovation and Advocacy
With Monday’s announcement of iCloud, the tech world seemed to embrace, once and for all, that we are moving into the cloud. As Apple CEO, Steve Jobs said in his announcement, “we’re going to move the digital hub, the center of your digital life, into the cloud.” Now, nobody has to be tethered to a PC or a device.
Just as the PC was once the hub of your digital life, the office has been the hub or your work life. But, no more. (more…)