Can I Help You? The Changing
Human Face of Customer Service

Customer-service representatives are being asked to deal with more sophisticated problems than ever before. Investing in your workforce's baseline ensures employees will do a better job today and excel as managers and supervisors tomorrow.

• 90% of customers choose their insurer based on customer-service factors*
• 89% of companies expected to compete mostly on the basis of customer experience in 2016**
• 94% of companies believe they will need to hire new customer-service agents or train current agents through 2021***

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*Source: Accenture, on the internet, at https://insuranceblog.accenture.com/wp-content/uploads/2013/07/Next_Generation_Insurance_Contact_Center_Final.pdf (viewed online October 18, 2018).
**Source: Gartner, on the internet, at https://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/ (viewed online October 18, 2018)
***Source: McKinsey & Co., on the internet, at https://www.mckinsey.com/business-functions/operations/our-insights/winning-the-expectations-game-in-customer-care (viewed online October 18, 2018)