Boosting productivity and cutting costs in insurance contact centers is a bit like walking and chewing gum at the same time. It's not so difficult. But boosting productivity, cutting costs and improving customer service is much more challenging.Companies that are achieving the hat trick are moving their contact center operations to the next level and standing out from the more pedestrian crowd.

What does it take to rise to this level of call center excellence? Recognizing the possibilities is the first step. Indeed, insurers need to realize that boosting productivity and cutting costs while improving customer satisfaction is a very realistic goal-not a pipe dream, says Tom Jameson, vice president of sales, financial and health care services, Genesys Telecommunications Laboratories Inc., a Daly City, Calif.-based technology company.

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