Assurity Raises the Bar for Customer Service while Seamlessly Managing a Fourfold Increase in Contact Center Size
Assurity Raises the Bar for Customer Service while Seamlessly Managing a Fourfold Increase in Contact Center Size
3 PagesCALABRIO | CASE STUDY Assurity Raises the Bar for Customer Service while Seamlessly Managing a Fourfold Increase in Contact Center Size Overview Assurity’s vision is to bring peace of mind to middle-income consumers and small businesses by providing easy access to insurance protection products that help them through difficult times. A bulk of the assistance the insurance company provides is communicated via its contact center—a center powered by Calabrio ONE that delivers exemplary customer service to customers and sales agents. Quadrupling Agent Staffing Growth Outpaced Manual Scheduling Methods After a major reorganization in 2017 consolidated contact center units from three different operations departments into one and increased by four times the number of contact center agen
