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Insurance & Technology
March 16, 2004
Julie Gallagher |
Growing Up and Out After experiencing rapid growth, First American P&C is taking advantage of current conditions to prepare for the soft market.   |
Insurance & Technology
October 6, 2006
Anthony O'Donnell |
Agile Infrastructure VP and CIO Jim Court's from-the-ground technology renovation helped First American P&C boost revenues from $12 million in net written premium to $125 million within six years. |
Insurance & Technology
November 26, 2003
Julie Gallagher |
Shelby/Vesta Regains Agent Loyalty Insurance carrier puts policy management in the hands of its agents, thanks to LegaSuite tool. |
Insurance & Technology
February 1, 2006
Phil Britt |
A Web of Support There has been an upturn in insurers' investments in Web-based tools that enable agents to work more efficiently and, through those efficiencies, sell more, increase commissions and make more money for the companies they represent. |
Insurance & Technology
February 10, 2009
Katherine Burger |
Research Reveals Most Agents Are Using Real Time Functionality Popular uses include inquiries, endorsement processing, rating, agency management; more carriers get on board. |
Insurance & Technology
November 26, 2003
Julie Gallagher |
Doing a Lot with Little Although it works with a modest IT budget, Cincinnati Equitable is able to cater to agents' needs. |
Insurance & Technology
May 16, 2007
Susana Schwartz |
Drive For Automation Causes Insurance Carriers To Integrate The Internet has yielded more choices among comparative raters and aggregators, thus elevating agents to a more powerful position as the gatekeepers to multiple company ratings. |
Insurance & Technology
July 12, 2006
Maria Woehr |
Digging for Dollars The insurance agent often is portrayed as going door to door with an oversized briefcase brimming with paper applications. While that might have been so in the 1950s, today, selling insurance means connecting with the customer, and it takes more than just a smile and a shoeshine. It takes knowledge. |
Insurance & Technology
June 7, 2009
Katherine Burger |
News from 2009 IASA Conference: Sapiens Offers Policy Admin System for Small & Mid-Sized Carriers Web-based modular suite supports personal, commercial and specialty lines for small and medium-sized carriers. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
Insurance & Technology
April 15, 2010
Lisa Valentine |
Carriers Look to Billing to Improve Customer Service and Retention Billing is a critical but often overlooked aspect of customer service and retention -- not only for policyholders, but for agents and distributors as well. |
Insurance & Technology
April 2, 2004 |
New Contracts Honolulu-based Blue Cross and Blue Shield Association member The Hawaii Medical Service Association has selected Computer Associates... The California State Automobile Association has chosen Informatica... etc. |
Insurance & Technology
February 19, 2004
Anthony O'Donnell |
Health Insurer Signs CSC Seeking to simplify systems and improve speed-to-market, Livonia, Mich.-based health insurer American Community Mutual Insurance Co. has signed a seven-year, $12 million contract for software and services with CSC. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
Insurance & Technology
July 11, 2008
Karen Pauli |
Integrated Agency Management Systems Key to Improving Agent Performance and Efficiency Agents want fully integrated systems that offer a single entry of data, a single view of the customer, and mobile and real-time functionalities. |
Insurance & Technology
July 11, 2008
Akhil Tripathi |
Web-Based Solutions Deliver on Agents' Tech Expectations Insurers can leverage agent portals and systems integration technology to streamline agents' workflow and improve efficiencies. |
Insurance & Technology
November 28, 2005
Peggy Bresnick Kendler |
Higher-Tech Agents Leading experts in agent technology answer critical questions about the relationship between agents and technology. |
PHONE+
December 22, 2009 |
How Will the Communications Industry's Indirect Channel Be Transformed in the Next 10 Years? Telecom executives weigh in on what the future holds for the telecom industry. |
PHONE+
January 29, 2010
Khali Henderson |
On-Demand CRM for Telecom Agents Debuts After a year in beta testing, Qudex announced in fall 2009 a new on-demand CRM package just for telecom. The software as a service application was designed for customers, carriers and agents to manage telecom assets. |
Insurance & Technology
July 11, 2008
Carolyn "Cal" J. Durland |
Carriers Must Focus on Consistency, Timeliness and Flow With services such as upload, download and real-time functionality, supported by ACORD standards, insurers can offer agents greatly enhanced efficiency and accessibility. |
CRM
April 1, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
CRM
September 2007
Ian Jacobs |
Across the Universe Contact center managers have begun to examine this idea of the universal agent, agents theoretically capable of handling any contact, via any channel. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
Insurance & Technology
February 18, 2010
Nathan Conz |
Carriers Target Ease of Use, STP to Win Agents' Hearts and Minds Carriers increasingly are targeting ease of use to win agents' hearts and minds, while also bringing them closer to true straight-through processing. |
Insurance & Technology
April 15, 2010
Matt Josefowicz |
3 Factors Behind Carriers' Renewed Attention to Billing Insurers that do billing well reap huge operational and retention dividends -- while those that do it poorly end up with unnecessary costs and dissatisfied customers. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
Insurance & Technology
July 25, 2005 |
Contract News Proformance Selects Fiserv... Providence Health Plans Taps Insurix... ImageRight Wins... Fireman's Fund Finds GlobeNet... etc. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
Insurance & Technology
May 18, 2007
Dan Carmichael |
Ohio Casualty CEO Dan Carmichael Says Company's Technology Is Just How It Should Be Ohio Casualty's CEO talks about the company's technology advancements. |
Insurance & Technology
July 8, 2010
Nathan Golia |
Farmers Looks to E-Readers for Agent Resources The insurer and its agents are finding that improving access to sales and training resources by putting them on e-readers improves customer service. |
Insurance & Technology
November 25, 2003 |
Alliances & Partnerships Microsoft and ACORD... AIT and Fi-serv CBS Worldwide... Fair Isaac Corp. and DST Technologies... Siebel Systems and IBM... etc. |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
February 1, 2006
Phillip Britt |
Scheduling Tool Traction By implementing a new workforce scheduling application, agent hours have been reduced by 20% at Taction, a call center outsourcing company. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
CRM
July 15, 2015
Subramaniam & Sharma |
Do You Feel Your Customers' Pain (Points)? A study finds that agent knowledge is the biggest customer service headache. Here's how to spell relief. |
Insurance & Technology
April 4, 2007
Anthony O'Donnell |
Moving Forward Oklahoma Farmers Union Mutual selects Fiserv technology to power a transformation in support of growth and greater ease of use. |
CRM
June 2014
Leonard Klie |
Ovum Expects Home-Based Agents to Soar by 2017 The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market. |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
PHONE+
December 30, 2009
Cara Sievers |
Back Office: What Do You Need to Run an Agency? To be able to concentrate on selling to current customers and generating relationships that will hopefully create new customers, agents must be cognizant of everything that needs to happen smoothly behind the scenes. |
PHONE+
September 18, 2009
Khali Henderson |
Q&A With New Edge Network's Channel Chief JR Cook New Edge Networks, a business communications unit of EarthLink Inc., (ELNK), announced in August that channel veteran J.R. Cook has joined the company as managing director. |
Fast Company
April 2005
Danielle Sacks |
Sweet (In)security What of those three inalienable free-agent truths? Well, sure, freedom can lead to security. But sharper skills and a diverse stable of clients are even more critical. |
CIO
November 1, 2001
Louise Fickel |
Know-It-Alls To streamline customer service, Marconi employed a system to facilitate knowledge sharing among its tech support personnel. In the process, the roles of tech agents changed dramatically... |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
PHONE+
March 23, 2010 |
Do Agents Have a Chance Fighting Mass Terminations from Carriers? Telecom experts off their opinions on how agents might be able to deal with carrier downsizing. |
