Automation Benefits Employees, Customers, and the Bottom Line About Swinton Group Swinton Group is a United Kingdom-based insurance retailer established in 1957, with a network of branches across the country. It offers a wide range of insurance products, including vehicle, home, commercial, taxi, and more, as well as services such as coverage for road service and the like. The company operates a contact center in Manchester, England, employing 450 frontline agents (out of over 1,000 employees overall). The agents handle an annual contact volume of about 2.4 million. The Challenge Swinton initiated a large-scale transformation project focused on streamlining workflows and ensuring the contact center teams are both high-performance and engaged. This initiative was intended to m

Join for free to read