THE VIRTUAL INSURANCE AGENT DECEMBER 2021 BY CREATIVE VIRTUAL AND INSURANCE THOUGHT LEADERSHIPTHE VIRTUAL INSURANCE AGENT| 01 Where we are TODAY Companies worldwide will spend more than $400 billion on call centers in 2022, and insurance companies will be among the big spenders — all to deliver an experience to customers that no one would consider optimal. Customers are frustrated at all the forms they need to fill out as they deal with insurers and all the paper they need to shuttle around. They bristle when they deal with one part of the company and then find they have to start over when dealing with another, or when they get one sort of communication from, say, an agent that feels and sounds very different from what they hear and receive from a rep in a call center. 72% of consumers say

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