5 Strategies to Boost Finserv and Insurance Contact Center Performance and CX

Digital innovation, evolving customer expectations, and ever-changing security concerns are creating new challenges for frontline Insurance and Financial Services teams. That’s why it’s more important than ever to build and scale programs that empower your sales and service agents with the knowledge, motivation, and coaching they need to delight customers and deliver best-in-class customer experiences!

Watch the webinar recording to see how Centrical can help your team quickly improve key metrics such as adherence, quality, FCR, and CSAT by gamifying performance, improving team engagement, and addressing knowledge and performance gaps in the moment of need.

Gain a competitive edge! In this session you will learn how to:

Tips to drive better customer experiences by improving employee product knowledge with targeted microlearning and creating healthy competition with gamified performance targets.

Elevate the employee experience from onboarding and beyond to reduce early attrition and increase employee lifetime value.
Execute practical strategies to upskill, coach, and engage agents to improve handle times, lower attrition, and increase customer satisfaction.
Increase agent productivity by empowering team leaders with AI coaching recommendations
Mitigate risk by keeping employees informed and up to date with product and regulatory changes

5 Strategies to Boost Finserv and Insurance Contact Center Performance and CX

Watch On-Demand

Gain a competitive edge! In this session you will learn how to:

Tips to drive better customer experiences by improving employee product knowledge with targeted microlearning and creating healthy competition with gamified performance targets.

Elevate the employee experience from onboarding and beyond to reduce early attrition and increase employee lifetime value.
Execute practical strategies to upskill, coach, and engage agents to improve handle times, lower attrition, and increase customer satisfaction.
Increase agent productivity by empowering team leaders with AI coaching recommendations
Mitigate risk by keeping employees informed and up to date with product and regulatory changes

Speakers

Amanda Caçapava

Global Manager of Customer Education at Centrical

5 Strategies to Boost Finserv and Insurance Contact Center Performance and CX

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”