Centro de Documentacion de Fundación MAPFRE - The Next generation insurance contact center : driving the efficient growth agenda

MAP20110065959

The Next generation insurance contact center : driving the efficient growth agenda / John McNally. — New York [etc.] : Accenture, 2011

Sumario: Through multiple waves of changing consumer behavior, industry watchers have predicted that contact centers would disappear, succumbing to the Internet and the touchless digital age. While the prediction has proven more fiction than fact, the commoditization of insurance products and the rise in multi-channel, multi-device demand has conspired to increase the importance of the contact center. Still, the insurance market has lagged retail and other areas of financial service in effectively establishing the contact center at the forefront of its delivery strategy

1. Mercado de seguros . 2. Call centers . 3. Nuevas tecnologías . 4. Internet . 5. Atención al cliente . 6. Canales de distribución . 7. Servicio al cliente . 8. Comercio electrónico . I. Accenture . II. Título.