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Carriers that establish contact centers as a key part of a comprehensive distribution strategy can drive growth, provide differentiated customer experiences and, ultimately, achieve high performance.
A far cry from inefficient cost centers, the next-generation contact center is an important component of an effective multichannel distribution strategy. The next-generation contact center is tightly linked with other channels—particularly digital channels—and leverages analytics and collaboration to drive growth.
This point of view discusses the trends that underpin the strategic importance of contact centers, offering a priority list for carriers that seek to unlock this channel’s potential.
From changing consumer behaviors to the dominance of online channels, industry watchers have predicted the demise of the contact center. Yet, it is has survived—and is more important than ever.
As market trends compel insurers to be more competitive, the insurance contact center gains importance. By infusing digital, analytics and human capital strategies into contact centers, insurers can innovate to create the next-generation contact center—one that drives growth, creates differentiated customer experiences and, ultimately, achieves high performance.
With the commoditization of insurance products and the growth of multichannel distribution, contact centers are an increasingly important component of an integrated distribution strategy.
Five trends contribute to the strategic importance of contact centers:
Carriers that leverage the contact center as the forefront of delivery will be best positioned for success.
Carriers can unlock tremendous potential by transforming inefficient cost centers into growth drivers. In particular, Accenture recommends five actions:
By integrating next-generation contact centers into a comprehensive, integrated distribution strategy, carriers can achieve high performance.
May 18, 2011
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