The customer experience has become an increasingly important competitive differentiator for insurance companies. As the contact center is the primary point of contact for many customers, it plays a key role in defining the customer's relationship with your brand that inevitably impacts the profitability of the organization. A study by the CFI Group showed that nearly 61% of insurance customers who have had a bad contact center experience will consider switching companies, and 26% said they will definitely switch companies because of a bad contact center experience.

People don't exactly think of insurance as the most glamorous industry to work in. They tend to associate a job in insurance with their uncle Irving; who is boring, bespectacled and about a hundred years old.  So it doesn't come as any great surprise that the biggest trend influencing hiring and employment in the insurance industry is the generational shift that is taking place as so many current employees are rapidly reaching retirement age.