The insurance industry has been plagued with call-center problems for the better part of a decade.
Consider the 2008 report from Genyses Worldwide, "Customer Service Strategies for the Insurance Industry," which found that mishandled policyholder phone calls was a leading cause of insurance customer dissatisfaction — this at a time when the insurance industry as a whole began to experience slower growth and consolidation.
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Elana Ashanti Jefferson
Elana Ashanti Jefferson is ALM PropertyCasualty360's Editor in Chief. She is a veteran journalist and communications professional. Reach her by sending an e-mail to [email protected].
