eBook: The future of agent-carrier relationships lies in self-service

The use of technology to ease the agent’s challenges in the interaction with a carrier has slowly evolved, as the underlying technology has advanced. When an agent works with carriers, they are likely to find a continuum from completely paper-based methods (Baseline generation) to the most current mobile applications.

With all the transactions automated and under workflow control, work management became much simpler, eliminating log sheets and counting. Management uses dashboards with critical KPIs to provide minute-by-minute real-time indicators, ensuring that processing is working smoothly. Drill down reports provide work statistics like workload, cycle times, and production numbers that can be used to adjust staffing, identify where workflow interventions are needed, reassign work, provide training, and support performance reviews.