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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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[CANCELLED][VIRTUAL] Session 403: The Ease of Doing Business: Eliminating Friction in the Customer Experience

Risa Lovell  (Director Customer Service, Farm Bureau Insurance Of Michigan)

Location: On-Demand

Date: Friday, October 20

Time: 12:40 pm - 1:40 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass - Get your pass now!

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Virtual Session

Vault Recording: TBD

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.