ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.
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Risa Lovell (Director Customer Service, Farm Bureau Insurance Of Michigan)
Location: Java Sea 1
Date: Thursday, October 19
Time: 10:15 am - 11:15 am
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Case Study
Vault Recording: Video
In this session, Risa Lovell will share a case study that presents a deep dive into how her contact center at Farm Bureau Insurance of Michigan uses tools like journey mapping and qualitative analysis to eliminate friction from the customer experience. Learn how her team examines processes from the customer's perspective, how they utilize qualitative and quantitative data to uncover the what, how, and why behind customer motivations, and how doing all of this has increased employee satisfaction and retention. You'll also learn how incorporating AI and automation has increased productivity, allowing team members to focus even more fully on customers vs. processes and transactions.