Blog: The virtual call centre is on the horizon

CDL’s Nigel Phillips says call centres are changing and urges brokers to embrace innovation.

Love them or hate them, contact centres have long been fundamental to the world of insurance as a crucial customer interface. With new technologies constantly emerging, their future role is under pressure like never before. In particular, advances in voice technologies are raising the question of whether ‘self-service’ could apply to the contact centre just as much as online.

The industry has always worked to eradicate long waits on hold, and voice technology may have the answer, offering a new