What Will Insurance Contact Centers Look Like in 2020?

For those of us still waiting for our jetpacks, the promise of the future hasn’t always lived up to its potential.

But the future always brings other changes, and that will be the case at the insurance contact center as well. The question is, will you be ready to embrace those changes, and perhaps even get ahead of the curve, or be stuck playing catch-up when the competition gets there first – and starts taking some of your policyholders?

Here is what we think is coming….sooner than you might expect.

Human Resources

As contact centers embrace multiple channels for customer communications, agents will have to be skilled in more than one discipline – email, online chat, texting and social media. At the same time, managers will transfer out of a primarily operational role and adopt a more “big picture” outlook on the organization.

Customers

Customers will still need insurance and will still have policy and claim questions that they’ll want answered yesterday. Answers to many of the most basic are now provided on company websites, so that helps reduce some of the call volume. But Millennials coming of age in a technology-driven world will the answer to every question available on their smartphones. Thankfully, tomorrow’s agents will have grown up with the same technology.

Workforce Management

Workforce management (WFM) will play a more prominent role in tomorrow’s insurance contact centers, as the drive to optimize resources will always be key in this highly competitive industry. Efficient contact centers rely on accurate forecasting, analytics, skill-based routing and capturing important policyholder data. There is no faster or more efficient way to do this than with an automated WFM solution.

And there’s no need to wait for the future – Monet WFM Live can do all of that now. Plus, as workforce pattens change, and more employees opt for flexible scheduling to balance their jobs with their personal responsibilities, WFM will have to keep up with even more accurate resource planning, and by making it easier for agents to bid on shifts in a way that does not negatively impact customer service.

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