LiveOps Blogs

Matt Fisher, General Manager and EVP of Agent Division

Forrester recently reported that 56% of 697 US online insurance owners who filed a claim in the last 12 months used the phone to initiate the claim with their insurance providers. And 33% of those same 697 insurance owners used a phone to initiate a claim with their insurance agent.

Think about that. That’s more than 85% of people who had to file a First Notice Of Loss (FNOL) claim preferred to talk to a person! They grabbed the phone. Not for texting. Not for tweeting. For calling and filing because they wanted to talk to a live person.

Filing insurance claims after a personal loss is not an easy call to make. Adding to that pain is that the call should be made very quickly after the tragedy strikes. People deserve to talk to a contact center agent who is experienced, knowledgeable, calming, and empathetic. Read the rest of this entry »

Sanjay Mathur, VP of Product Management

In a recent Harvard Business Review story by Emily Nagle Green, called “Leading Anywhere,” Greene examined the changing nature of our digital world. In an “anywhere” world, where smart phones and Wi-Fi abound, location becomes irrelevant, and our digital connections keep us plugged in from virtually any location on the planet.

The nature of work, she argues, will inevitably change as a result – and leadership tactics will need to change as well. Read the rest of this entry »