September 14, 2020
As insurers navigate work during a global pandemic, challenges are magnified: training new agents to learn your systems, manage the conversation, make sure they capture customer information correctly, ensure compliance, and hit their call metrics. Work requires a different approach – a guided conversation tool that plugs into your CRM.
March 11, 2020
As with many things in life, the Pareto Principle, named after Italian economist Vilfredo Pareto, applies to contact center efficiencies, too. And in a call center, it might mean that the 20% of calls that go off script require 80% of the time agents spend on the phone.