Snapshot: Virtualized Contact Centers in Insurance

Report Summary

Snapshot: Virtualized Contact Centers in Insurance

Stephanie Dalwin
Advisor

June 2020 - Most insurers have been able to transition their contact centers to a virtualized operating model during the COVID-19 pandemic. As insurers make their “return to work” plans, many may find that a virtualized model offers compelling long-term advantages. The pandemic has proven that it is possible.

Most available solutions facilitate the transition to remote work. The short-term pivot to remote contact centers may be a long-term win as insurers reduce overhead costs while more easily recruiting and retaining staff.

 

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