Talkdesk：2024英国保险行业呼叫中心发展概况报告（英文版）

Generally, there are increasing levels of technological investment being seen in this sector, but the complex nature of some of the work may be less suited to online self-service, with a large proportion of insurance customers wanting to speak with human agents for reassurance and clarity, as the claims process may involve lengthy and high-emotion interactions. There is a need for personalised communication within this sector, which – in common with any contract-based commoditised service – r