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Telecom and networks North American insurance and banking contact center data
Recurso electrónico / electronic resource
MAP20090101494
Carney, Ellen ‌
Telecom and networks North American insurance and banking contact center data / Ellen Carney. — Cambridge : Forrester Research, 2009
From : Enterprise and SMB networks and telecommunications Survey, North America and Europe, Q1 2009
Sumario: The online channel is more mature in the banking industry than in insurance, and that maturity is reflected in bank plans to reduce the number of contact center seats supported. The need to improve contact center staff productivity is driving the increased investment among surveyed banks, especially in the face of contact center seat decreases. The desire to directly manage contact center staffs among insurers reflects the industrys long-standing thinking about mitigating risk through direct control. Cost control plays into insurer plans to upgrade contact center technology in areas like interactive voice response, computer-telephony integration, and migration to IP-based systems since these upgrades improve productivity and efficiency of both contact center staffs and network and telecom resources
1. Empresas de seguros ‌. 2. Banca ‌. 3. Análisis comparativo ‌. 4. Telecomunicaciones ‌. 5. Redes de comunicaciones ‌. 6. Productividad ‌. 7. Interacción ‌. 8. Estados Unidos ‌. I. Forrester ‌.