Contact Center Analytics for the Insurance Industry
Operational intelligence and insights every insurance provider can benefit from.
By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.
Our previous on-premise system provided inconsistent and inaccurate data. Emite provided visibility, giving the team assurance that our new contact center with Amazon Connect was actually working.
Before Emite, we were spending hours logging onto multiple reporting platforms and even more time trying to create reports to show our Board exactly how our contact center was performing. Emite’s dashboards are simple to use and have transformed the way we analyze our agent performance and improve the customer experience.
Emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. Emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
The insurance industry requires a tremendously high level of customer service, especially as savvy customers have come to expect experiences that are tailored to their specific needs and preferences. Mobile apps, video, voice, SMS, and web chat features are being widely adopted by tech-savvy customers who need to get a hold of their insurance provider or agent 24/7/365.
Emite will help your busy contact center team analyze performance across all of these channels to continuously improve the experience for the customer and keep your contact center operating efficiently.
In the insurance industry, time is critical when it comes to resolving a call from a customer. Your team needs to focus on an efficient call center and agent training –, not trying to create complex reports. Emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.
Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment – especially the insurance industry. Contact center managers have been faced with an increase in call volume and online traffic, all while managing a growing remote agent workforce.
Insurance providers need to have the right technology, the right data, and the insights to help manage and train remote agents in order to provide the level of customer service their customers demand.
Emite can help effectively manage a remote workforce by providing:
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