The time is right and the technolog...

The time is right and the technologies are available for customer-service call center to morph into contact center that can further customize interaction with individual policyholders. These one-stop stores are equipped with a stake of skills and technologies that reach well beyond the customer-service representatives and interactive voice-response rules found in insurance call center

As insurers contemplate the transition, they should be cautiously aggressive, with a well-thought-out strategy for adopting and supporting the recently made known technologies. Implementation should rely forward good, old-fashioned requirements analysis and proces definition. The unwavering focus should be onward simplicity and quality of