Improving The Customer Experience in The New World of Work

This article is by Stephen Cunningham, Sales Director at UK Enterprise and it looks at how working from home teams can communicate effectively.

The world of work has changed. There is a need to be able to work from anywhere because customers are everywhere – on every device, and potentially making contact via any channel. As Home working becomes the norm, insurance companies need to re-evaluate how they communicate with their customers and the communications tools they provide their employees.

When it comes to innovation to support these new work models, employers need to consider the ease of provisioning connectivity to home workers, the technology required to better equip agents so they can service customers remotely and how to successfully manage a remote workforce while ensuring security and compliance including WEBRTC, PCI Payment Solutions, Knowledge Management, Real Time Speech, Screen Recording, Automated Quality, and more.

Many insurance companies understand that they would benefit from new capabilities delivered via the cloud. Digital Transformation delivers the agility and flexibility to accommodate ever changing consumer preferences around modality of contact allowing deployment of the latest channels, such as WhatsApp and Apple Business Messenger, quickly and easily. It also utilises automation to drive down cost – think of chatbots, identification and verification, self-service purchasing, and automated claims submission.

In particular, AI capabilities offer unique productivity-boosting benefits that elevate hybrid working. Some key examples are AI-based background noise removal ensures everyone is heard clearly and ensures accurate transcriptions. AI virtual backgrounds provides professional backgrounds for employees to use when they may not have the best space for conducting a meeting or presentation. Also, whether at home, in the office, or elsewhere, AI-infused immersive presentations can help create an engaging virtual experience via screenshare. This technology overlays speakers on top of presented material, providing a sleek, seamless viewing experience.

The prize is the ability to offer customers true personalisation based on analytics and real time context. Through these data-driven and contextual insights, agents are better able to understand customers’ needs. Products and offerings can be tailored along with promotions, and the opportunity to upsell and cross sell wherever relevant. In this way, customer loyalty can be improved, and friction removed from processes.

Successful insurance companies need to keep moving forward, seeking new opportunities, and trying different approaches. However, innovation can be done at a speed that fits all business needs. If a company’s technology isn’t mature enough to deliver what’s required, it should collaborate with partners who offer enabling technologies to gain access. Hybrid cloud offers insurance companies an innovation model that safeguards the stability of existing operations, whilst unlocking new value and driving positive business outcomes through the cloud. It’s important to choose a technology partner that can provide a tailored path to cloud technologies.

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About alastair walker 12550 Articles
20 years experience as a journalist and magazine editor. I'm your contact for press releases, events, news and commercial opportunities at Insurance-Edge.Net

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