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An insurer never knows who is trying to reach its customer contact center or from where. Carriers need a combination of existing, improved, and new technology to enhance their contact center performan

By Michael P. Voelker | Updated on November 30, 2007

Insurers seem to have a love/hate relationship with their contact centers. On one hand, they love the opportunity to make a good impression with customers. But on the other, they hate to spend any money on technology that might help accomplish that goal.

“Insurance companies really are behind other industries when it comes to the customer contact center,” claims George Svoboda, senior manager responsible for Deloitte Consulting’s contact center practice. “They have been very reactive to the customer service market.”

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