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Defining The Business Value Of Technology
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At A Glance: IT Services And Outsourcing
InformationWeek
Note: Figures are unweighted percentage averages
Average
Total
15%
Automotive
17%
Banking
11%
Biotechnology & Pharmaceuticals
18%
Chemicals
21%
Construction & Engineering
12%
Consulting & Business Services
13%
Consumer Goods
16%
Distribution
13%
Electronics
14%
Energy
14%
Financial Services
14%
Food & Beverage Processing
11%
Health Care & Medical
13%
Hospitality & Travel
11%
Insurance
16%
Information Technology
15%
Logistics & Transportation
15%
Manufacturing
15%
Media & Entertainment
13%
Metals & Natural Resources
13%
Retail: General Merchandising
12%
Retail: Specialty Merchandising
12%
Telecommunications
13%
Utilities
20%
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Featured News White Paper
Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.
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