“UK Contact Centre Verticals: Insurance” looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK insurance sector.
The report highlights how the greatest expectation of technology growth – and expectation should not be confused with what the reality is likely to be – comes from web chat, email management, gamification and interaction analytics. The latter is useful for compliance – key to insurance operations – as well as providing potential business and operational benefits, with analytics being generally more useful in larger operations with many customers and interactions, which is the case for many insurance companies.
Automated speech recognition – enabling voice biometrics – is also said to be of great potential interest to insurers.
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