The State-of-the-Art Insurance Contact Center: The Evolution from Call Center to Communications Center

In today's "anywhere, anytime" customer-focused insurance business environment, operating a high-performance contact center is more important than ever. And while insurers' facilities have evolved from narrowly focused inbound call-oriented call centers to more interactive multi-channel operations, there are still many challenges to finding the right balance between efficiency and service that enables a quality customer experience. As they strive to effectively support sales activities, policy service and claims processing (and do so in a consistent, compliant manner), carriers also need to integrate rapidly emerging technologies -- especially mobile, social media, and analytics -- into the contact center. It's not just about compliance and efficiency, though -- leveraging such leading-edge capabilities as interaction analytics, text mining, and real-time/offline speech analytics can provide significant competitive advantages.

Join SMA and Interactive Intelligence for this free, one-hour webcast, moderated by Insurance & Technology's editorial director Kathy Burger, on the evolution of contact centers in insurance. The discussion will address the opportunities for differentiation as the industry transitions from early call centers, to the capabilities available today in sophisticated contact centers, to the possibilities of future communications centers. Mark Breading, SMA partner, will review the business and technical capabilities available to insurers as they move from the 1.0 level (Basic Call Centers) to 2.0 (Today's Contact Centers) to 3.0 (Future Communications Centers). Learn how innovative insurers are managing voice, SMS, chat, e-mail and e-fax conversation in a unified manner.

Integrating voice and digital interactions with business processes across the enterprise.
Proactively managing customer communications.
Incorporating social media collaboration capabilities.
Supporting the evolving mobile environment.
Key metrics for management of new communication types.
Taking workforce optimization to the next level.