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Schedule 2025

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Session 505: Modernizing Support: Arbella's Lessons in People, Platforms and AI

Josh Streets  (CEO, Scoreboard Group Consulting)

Karin Martin  (Assistant Vice President, Operations, Arbella Insurance Group)

Michelle Dipietro  (Director, Contact Center Operations, Arbella Insurance Group)

Location: South China Sea

Date: Thursday, October 30

Time: 11:30 am - 12:30 pm

Pass Type: Core Pass, Discovery Pass, Premier Pass, Premium Learning Pass

Track: Revolutionize the Experience

Session Type: Case Study

Vault Recording: TBD

Josh Streets
Karin Martin
Michelle Dipietro

Over the past three years Arbella, a $1B New England insurance provider, modernized its call center, in the process improving service levels by 20% and shaving $1.7M in costs. How? By tackling the hard problems head on across four phases. In this session, Karin Martin, AVP of Operations and Michelle DiPietro, Director of Call Center Operations share their challenges, goals, approach and hard-earned lessons for contact center improvement in areas such as:
  • Managing, training and building a team of high-performing, passionate agents and support staff
  • Essential considerations for purchasing and implementing CCaaS and UCaaS solutions
  • Practical guidance for adopting AI in the contact center: Strategy, priorities, rollout process and “gotchas”