BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. The complexity of insurance interactions Insurance, by nature, is driven by complex transactions, from signing up for a new policy to making a claim.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

Think Customers

OCTOBER 30, 2024

That proverb may be traced to Voltaire and Spider-Man, but it’s contact center leaders who see the impact data and analytics are already having on the front line — and the obligations that come with it. Particularly noteworthy is the consensus among CX leaders that contact center associates’ role cannot be overstated.

Contact Center 52

Contact Center Insurance Travel Banking 52

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Learn more about the Stevie Awards at www.StevieAwards.com.

Contact Center 156

Contact Center 2024 Sports Customer Care 156

TechSee

JULY 10, 2018

Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. . The Financial Advantage. The Consumer Advantage. The Competition Advantage.

Insurance 153

Insurance Competitive Advantage Innovation Customer Satisfaction 153

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. According to the OECD Global Insurance Statistics , more than US $2.29 trillion in claims were paid by insurance companies in 2016 alone. Already a fiercely competitive industry, new players are continuously entering the market.

Insurance 116

Insurance Telecommunications Contact Center Document 116

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

Talkdesk

DECEMBER 17, 2020

Financial services and insurance institutions are left to balance delivery against customer expectations with the challenge of multiple legacy applications and new digital touchpoints. The first report launched is The CX Revolution in Financial Services and Insurance. Customers are demanding both high tech and high touch.

Insurance 106

Insurance Financial Contact Center Touchpoint 106

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. The True Cost of Contact Centers The true cost of relying on traditional contact centers is staggering. Staffing Costs: Running a contact center is expensive.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

TechSee

FEBRUARY 12, 2019

By drawing on the aggregated knowledge and experience of the contact center workforce, effectively crowdsourcing their expertise, technology providers are creating the next generation of self service platforms. During this time, autonomous vehicle technology has advanced incrementally. Crowdsourcing of Expertise for AI.

Contact Center 111

Contact Center Banking Roadmap Insurance 111

TechSee

NOVEMBER 20, 2018

This includes : Labor: Technician wages, un-billable travel time, administration. Vehicle: Fuel, maintenance, insurance, depreciation. Opportunity-cost: Technicians unavailable for revenue-producing activities. Solution: Two New Technology Trends. Better CX at lower cost.

Innovation 153

Innovation Technology Call Center Insurance 153

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

TechSee

JUNE 11, 2019

Recently, an innovative technology has emerged, transforming contact center operations and customer experience across a wide range of industries: Visual Assistance. It enhances all customer service KPIs, including those measuring contact center productivity and CX quality. Truck rolls reduced by 19%.

Technology 117

Technology Customer Service Contact Center NPS 117

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. They have found that visual engagement and support have a dramatic effect on KPIs measured in every call center: NPS, FCR and Truck Rolls. The Rise of Visual. Best Practices in Visual Support.

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

TechSee

APRIL 17, 2022

“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” ” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal. Simplifying Warm Transfers through Technology .

Customer Experience 207

Customer Experience Call Center Omnichannel Insurance 207

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Metrics 195

TechSee

OCTOBER 22, 2019

Contact centers are perfectly placed to predict imminent customer queries. With 40% of all calls considered “next issues” following initial contacts, NIA is now a critical strategy for reducing customer effort, reducing pressure on contact centers and increasing loyalty. Deploy effective technology.

Contact Center 84

Contact Center Average Handle Time Metrics Call Center 84

Eptica

APRIL 25, 2019

Date: Thursday, April 25, 2019 Author: Pauline Ashenden - Marketing Manager 5 top priorities for today’s contact centers. Author: Pauline Ashenden - Marketing Manager The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. Published on: April 25, 2019.

Contact Center 75

Contact Center Net Promoter Score 2019 Metrics 75

TechSee

JUNE 23, 2021

Developing or implementing traditional computer vision technology takes time, is labor-intensive, and can be cost prohibitive. In the past, AR Assistants were considered a luxury technology reserved for enterprises with massive R&D resources. Easier in theory than in practice. Enterprises are “seeing” success with EVE Cortex.

Insurance 168

Insurance Contact Center Consumers Technology 168

TechSee

DECEMBER 10, 2019

They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments. They don’t want IVR menus, hold times or even the perkiest reps.

Call Center 136

Call Center Contact Center Insurance Download 136

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Author: Chris Eideh Like many industries, insurance is being disrupted by digital technology. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S.

Insurance 79

Insurance Social Media 2016 Contact Center 79

BlueOcean

MARCH 3, 2020

The Tier 2 team achieved 95% customer satisfaction for 12 months straight – validated by an impressive 40% response rate to post-contact CSAT surveys. The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals.

2020 156

2020 Contact Center Insurance 2017 156

NICE inContact

DECEMBER 5, 2017

Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. But these do not offer predictive insight.

Contact Center 64

Contact Center Culture Metrics Leadership 64

Avaya

FEBRUARY 13, 2018

I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an understatement. If you have customers that are 55 and under you need a customer experience plan to address digital channel preferences and AI in contact centers now, before it’s too late.

Contact Center 67

Contact Center Customer Engagement Engagement Social Media 67

CSM Magazine

JULY 13, 2022

Contact center leaders are struggling to keep pace with ‘unrealistic’ demands. Contact centers are struggling to deliver much-needed CX innovation while battling against rising contact volumes, agent attrition and customer churn, according to a new survey of 1000 contact center leaders in the US, UK and Australia from Censuswide.

Contact Center 59

Contact Center Insurance Healthcare Hospitality 59

TechSee

MARCH 12, 2019

But while happy customers are vital to the success of a business, happy representatives are equally important, especially with high agent attrition rates presenting a real challenge for contact enters in 2019. Computer Vision technologies. Bringing visual automation to contact centers. The Power of Visual Automation.

White Paper 111

White Paper Contact Center Net Promoter Score Average Handle Time 111

TechSee

MARCH 9, 2020

Video is emerging as a key technology that enables companies to conduct business as usual during crisis events when physical proximity is impossible or strongly discouraged. Visual Remote Assistance rescues contact centers in times of crisis. Keeping safe with video support.

Travel 136

Travel Contact Center Transportation Insurance 136

TechSee

JUNE 9, 2022

TechSee, a next-generation visual customer assistance solution, and KDDI Evolva will start providing a new contact center “Video Support Service” utilizing video from May 2022. Terilogy Co, Ltd. Customers simply tap the SMS (short message service) URL sent by the operator.

Telecommunications 109

Telecommunications Contact Center E-support Call Center 109

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. Recent research from Fujitsu points to insurance being next in line for digital disruption.

Insurance 60

Insurance Transportation 2016 Contact Center 60

BlueOcean

MARCH 7, 2024

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Contact Center Outsourcing Provider of the Year” category in the 18 th annual Stevie ® Awards for Sales & Customer Service. This is Blue Ocean’s fourth time being recognized by the Stevie Awards.

2024 177

2024 Sales Customer Service Sports 177

ViiBE Blog

JULY 30, 2021

What is a contact center? Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Considered a relatively new solution, contact center is an omnichannel customer support platform. What is an inbound contact center?

Contact Center 52

Contact Center 2021 Call Center Transportation 52

TechSee

JULY 24, 2018

To illustrate, we present three real life stories from the trenches of our customer’s contact centers: Helping customers with special needs. She immediately called her insurance company. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

NICE inContact

JULY 26, 2019

is the average cost saved per chatbot interaction for messaging-based banking bots 11,000 operating chatbots now are on Facebook Messenger $174 billion could be saved across insurance, financial services, sales, and customer service. So should we get rid of the poor humans in contact centers? How smart are chatbots today?

Contact Center 55

Contact Center Banking Poor Customer Service Insurance 55

TechSee

FEBRUARY 21, 2022

Clearly, companies that generate value from AI consider the technology a worthwhile business transformation initiative. Artificial intelligence is a technology that mimics human activity, decision-making, and learning. Download this TechSee eBook to to explore the computer vision advantage in insurance claims processing.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

CSM Magazine

FEBRUARY 25, 2020

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries. offers the ability to build advanced automated services.

Insurance 59

Insurance Contact Center Virtual Agent Innovation 59

Talkdesk

MARCH 24, 2021

Insurers need to redesign business models to build their own digital transformation success story. Digital transformation has been top of mind in the insurance industry for quite some time now, but recent events have forced insurers to develop new ways of delivering value. Contact centers are mostly a human-to-human experience.

Insurance 53

Insurance Contact Center Multi-Channel Automotive 53