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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.   |
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+
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. |
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. |
Managed Care
September 2003 |
Forecast for injectable agents: more and higher cost Twenty injectable drugs accounted for two-thirds of the total injectable costs, excluding chemotherapy agents and vaccines, at a representative HMO with two million covered lives. And the number of injectable agents and the cost is just beginning to grow. |
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... |
CRM
June 2015
Garrison Wynn |
The Call Center: Talk About Issues! Three observations on keeping -- and cultivating -- agent talent |
CRM
August 1, 2003
Lisa Picarille |
No Means No Companies need to balance the potential of bringing in more revenue with overly aggressive tactics that might send a customer running to a rival. |
Managed Care
April 2005 |
Diabetes Costs Rise, But so Does Adherence A typical health plan can expect endocrine and diabetes agents to amount to 6% to 8% of total utilization costs, with spending on these agents to increase between 11% and 15% 2005. |
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
September 1, 2004
Lior Arussy |
Stop Wasting Everyone's Time Give agents timely access to relevant data, and watch sales and satisfaction soar. |
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. |
The Motley Fool
January 31, 2005 |
Working With Real Estate Agents Approach the relationship sensibly, and you'll both be happier. |
CRM
May 2, 2005 |
The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise? A chart depicting what percentage of CRM readers provide their agents with a complete view of customers' company interactions. |
The Motley Fool
February 16, 2007
Dan Caplinger |
Have an Agent in Your Corner Buying a house is stressful enough without having to worry about whether you can trust the real estate agent you're working with. By using a dedicated buyers' agent, you can make sure your agent is working for you. |
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. |
The Motley Fool
December 13, 2006
Stephen Ellis |
Zillow: Power to the People! The popular real estate site now lets users sell their own homes. |
CRM
November 2015
Leonard Klie |
Kaybus Puts Knowledge at PlusOne's Fingertips The contact center operator's agents benefit from up-to-date info |
Insurance & Technology
April 2, 2004
Julie Gallagher |
IIABA Resists Crop Offering Association opposes online crop insurance sales as too complex. |
Technology Research News
May 19, 2004
Eric Smalley |
Group dynamics play out in VR Nakanishi, a researcher at Kyoto University in Japan, has built a demo system using FreeWalk software for conducting virtual, or telecommute, evacuation drills. |
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. |
CRM
July 2003
David Myron |
Service on Steroids The contact center performance enhancers of choice these days are training, workflow automation, workforce optimization, and workforce management. These tools are coming together to form one dynamic performance-optimization solution to pump up the service volume. |
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. |
CRM
November 11, 2014 |
LiveOps Launches New Agent Recruitment Platform LiveOps' new platform makes it easier for Americans to apply as independent, work-at-home sales and customer service agents. |
CIO
May 15, 2001
Esther Shein |
Hello, Dolly! A virtual, Web-based call center helps this custom doll maker find made-to-order agents... |
Investment Advisor
October 2009
Marlene Y. Satter |
The Multilife Market A new marketing emphasis these days in disability insurance is multilife sales. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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
August 10, 2006
Maria Woehr |
Fulfilling Agent Requests As part of a strategy to facilitate growth and be more competitive in commercial auto, The Hanover Insurance Group is providing its independent agents with an enhanced version of its point-of-sales system - POS Avenues Commercial Auto system. |
The Motley Fool
April 7, 2004
Selena Maranjian |
Tough Times for Real Estate Agents The housing market is still booming, but all isn't rosy for agents. |
CRM
February 2, 2003 |
Hot Seat Lior Arussy, corporate vice president and general manager of Nice Systems Ltd. and author of The Experience! How to Wow Your Customers and Create A Passionate Workplace, talks about some of the common customer-service roadblocks and how to solve them. |
CRM
February 2003
Rochelle Garner |
Just Desserts Rewarding and recognizing contact center agents is as much science as it is art. |
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. |
Insurance & Technology
January 26, 2005
Wendy Toth |
Grange: Home on the Web Ease of doing business is provided to Grange insurance's 1,200 independent agents via a new extranet Web site, www.grangeagent.com. |
CRM
November 2012
Leonard Klie |
Work-at-Home Solution Flies for Alaska Airlines The company maintains high standards with telecommuting agents using Envision's Click2Coach training and quality monitoring solution. |
CIO
June 1, 2006
Susannah Patton |
Answering the Call Everyone's had a bad experience with a call center. But now companies are investing in advanced technologies and at-home agents to connect with customers, not put them on hold. |
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. |
| PHONE+ |
tw telecom Relaunches Partner Program Four years after acquiring its first agent program with the purchase of Xspedius in 2006, tw telecom in 2010 it relaunched its program, changed some of the rules of engagement and is investing in more support for agents. |
The Motley Fool
May 26, 2004 |
Choosing the Right Real Estate Agent A good agent can serve you very well -- so choose carefully. |
CRM
May 20, 2011
Tom Topolinski |
Call Centers Beware Social media and smart technologies are here |
PHONE+
December 30, 2009
Khali Henderson |
What Are the Primary Agent Business Models? Descriptions of the several types of agents in the telecom industry. |
CRM
July 2013
Leonard Klie |
A Matter of Time Within five days of introducing RightTime management solution from Intradiem, Vivint delivered 2,400 training and coaching sessions, all during idle time. |
CRM
January 2006
Coreen Bailor |
Surefire Hires Organizations jeopardize their ability to best serve customers if they don't have selection, retention, and development strategies for contact center agents. Here, industry insiders offer nine tips to help minimize risk. |
CRM
April 2003
David Myron |
Delivering on its Promise CRM is turning call centers into profit centers. |
CIO
January 1, 2003
Stephanie Overby |
The New, New Intelligence The military, intelligence and law enforcement communities see software agents as a tool for dealing with the daunting task of having to retrieve and monitor huge amounts of data in ongoing investigations or to prevent potential problems (from terrorist activity to insider trading). |
CRM
January 2007
Coreen Bailor |
Home Bodies Cut contact center operating costs, reduce churn rates, and up flexibility -- a serious look at the at-home agent model. |
PHONE+
May 19, 2009 |
Thinking Out of the Telecom Box To survive the recession, telecom agents need to take a long, hard look at their businesses. |
Insurance & Technology
July 12, 2006
Maria Woehr |
Staying In The Game An interview with Bob Winn, vice president of Capital Insurance Group about implementing a new policy administration system for commercial lines and converting the company's personal lines products to a .NET-based, Web-enabled format for agents. |
Job Journal
May 8, 2011 |
Insurance Agents Enjoy Secure, Solid Careers If you enjoy working with others and can empathize with their problems and concerns, you can build a fulfilling, lucrative career in the insurance industry. You'll be helping people protect their families, their homes and their personal belongings. |
CRM
October 2003
David Myron |
How to Overcome the Call Center Conundrum Five ways to improve efficiency without sacrificing relationships. |
