In The News

-www.1to1media.com, November 12, 2008

Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.

That's because at Farmers' three contact centers in the United States, more than 6,000 agents field questions from the company's own insurance reps from across the country. They handle nearly 500,000 calls per month clarifying policy rules, troubleshooting technical issues, and providing expertise to local offices.

Read More

-www.mycustomer.com, November 12, 2008

Online communities are becoming an increasingly popular way of bringing customers into the fold. And, as Gary Schwartz discusses, information gleaned from these communities can also deliver tangible commercial value.

Read More

-http://www.itbusiness.ca, November 10, 2008

Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.

Read More

-www.xchangemag.com, November 5, 2008

Several years ago, while selling software into the British telecoms market, I met the CMO of a smallish network operator.  He described the issues facing his business, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent."  He must have seen my jaw drop, as he quickly retreated from the blasé nature of his disclosure.  His brutal honesty gave a young salesperson stark insight into the industry's attitude towards its customer base.

Read More

- www.insurancenetworking.com, October 1, 2008

Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.

Read More