{"id":45888,"date":"2020-04-10T09:54:07","date_gmt":"2020-04-10T16:54:07","guid":{"rendered":""},"modified":"2020-04-10T09:54:07","modified_gmt":"2020-04-10T16:54:07","slug":"maintaining-the-customer-agent-experience-under-a-remote-model","status":"publish","type":"post","link":"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/future-of-work\/2020\/04\/10\/maintaining-the-customer-agent-experience-under-a-remote-model\/","title":{"rendered":"Maintaining the customer\/agent experience under a remote model"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"attachment-large size-large webp-format\" src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-1024x682.webp\" alt=\"Man sitting at his office desk\" width=\"1024\" height=\"682\" data-orig-srcset=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-1024x682.png 1024w, https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-300x200.png 300w, https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-768x511.png 768w, https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-330x220.png 330w, https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-800x533.png 800w, https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-400x266.png 400w, https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage.png 1038w\" data-orig-src=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/blog\/wp-content\/uploads\/sites\/28\/2020\/04\/PreviewImage-1024x682.png\" \/><\/p>\n<p><span data-contrast=\"auto\">Current events and related government mandates have created sudden and transformative changes for insurance carriers, their agents, and their customers.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">The resulting transition to remote work environments\u00a0<\/span><span data-contrast=\"auto\">has<\/span><span data-contrast=\"auto\">\u00a0disrupted\u00a0<\/span><span data-contrast=\"auto\">traditional agent-customer interactions.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">How can customers and their agents continue to interact effectively, d<\/span><span data-contrast=\"auto\">espite these challenges<\/span><span data-contrast=\"auto\">? As we know,<\/span><span data-contrast=\"auto\">\u00a0many agents\u00a0<\/span><span data-contrast=\"auto\">have long been conducting\u00a0<\/span><span data-contrast=\"auto\">remote customer meetings<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">over the phone and by email<\/span><span data-contrast=\"auto\">.\u00a0<\/span><span data-contrast=\"auto\">However, the efficacy of these me<\/span><span data-contrast=\"auto\">thods<\/span><span data-contrast=\"auto\">\u00a0isn\u2019t\u00a0<\/span><span data-contrast=\"auto\">guaranteed, due to factors such as<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">agent skillset<\/span><span data-contrast=\"auto\">, the\u00a0<\/span><span data-contrast=\"auto\">inabilit<\/span><span data-contrast=\"auto\">y<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">to recognize non-verbal cues,<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">and lack of visual interaction<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Here<\/span><span data-contrast=\"auto\">\u2019s\u00a0<\/span><span data-contrast=\"auto\">a typical experience under this model<\/span><span data-contrast=\"auto\">:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Agent emails the customer a life insurance\u00a0<\/span><span data-contrast=\"auto\">proposal,\u00a0<\/span><span data-contrast=\"auto\">proposed declarations page<\/span><span data-contrast=\"auto\">, or existing policy document for review<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">During the call, the agent navigates their\u00a0<\/span><span data-contrast=\"auto\">c<\/span><span data-contrast=\"auto\">opy of the\u00a0<\/span><span data-contrast=\"auto\">document<\/span><span data-contrast=\"auto\">, while verbally directing the customer to view the corresponding\u00a0<\/span><span data-contrast=\"auto\">section<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">If there<\/span><span data-contrast=\"auto\">\u2019s\u00a0<\/span><span data-contrast=\"auto\">an agreement to proceed<\/span><span data-contrast=\"auto\">\u00a0with what is proposed<\/span><span data-contrast=\"auto\">, the agent may mail or email the required\u00a0<\/span><span data-contrast=\"auto\">f<\/span><span data-contrast=\"auto\">orms<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Under th<\/span><span data-contrast=\"auto\">is\u00a0<\/span><span data-contrast=\"auto\">model,\u00a0<\/span><span data-contrast=\"auto\">several factors\u00a0<\/span><span data-contrast=\"auto\">can\u00a0<\/span><span data-contrast=\"auto\">adversely impact the interaction:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Wide<\/span><span data-contrast=\"auto\">\u00a0variability in the effectiveness of agents in managing the presentation<\/span><span data-contrast=\"auto\">, and in the\u00a0<\/span><span data-contrast=\"auto\">ability of customers to follow the presentation\u00a0<\/span><span data-contrast=\"auto\">(including in the case of a disability)\u00a0<\/span><span data-contrast=\"auto\">and make an informed decision.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Agent\u2019s inability to pick up on<\/span><span data-contrast=\"auto\">\u00a0important non-verbal cues such as confusion, enthusiasm, or affirmation<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Agents may use technology that is unsanctioned by the insurer, w<\/span><span data-contrast=\"auto\">hen necessary technology is not provided<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">What does all this mean for insurers and their customers? The answer:<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">diminished sales effectiveness,\u00a0<\/span><span data-contrast=\"auto\">decreased customer experience, and<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">compliance risks<\/span><span data-contrast=\"auto\">.<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">One of the primary factors in\u00a0<\/span><span data-contrast=\"auto\">customer\u00a0<\/span><span data-contrast=\"auto\">regulatory complaints is\u00a0<\/span><span data-contrast=\"auto\">a<\/span><span data-contrast=\"auto\">\u00a0lack of\u00a0<\/span><span data-contrast=\"auto\">understanding\u00a0<\/span><span data-contrast=\"auto\">regarding<\/span><span data-contrast=\"auto\">\u00a0what\u00a0<\/span><span data-contrast=\"auto\">they<\/span><span data-contrast=\"auto\">\u00a0purchased. Consequently, any deficiencies<\/span><span data-contrast=\"auto\">\u00a0in a sales process<\/span><span data-contrast=\"auto\">\u00a0that\u00a0<\/span><span data-contrast=\"auto\">reduce the effectiveness of<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">a presentation or\u00a0<\/span><span data-contrast=\"auto\">diminish the customer\u2019s ability to\u00a0<\/span><span data-contrast=\"auto\">understand what\u2019s<\/span><span data-contrast=\"auto\">\u00a0presented<\/span><span data-contrast=\"auto\">,<\/span><span data-contrast=\"auto\">\u00a0increase the risk of regulatory complaints and litigation<\/span><span data-contrast=\"auto\">.\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Additional risk exists<\/span><span data-contrast=\"auto\">\u00a0where the customer may have disabilities that could be better supported through accessibility features<\/span><span data-contrast=\"auto\">, for example,\u00a0<\/span><span data-contrast=\"auto\">closed captioning<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Evolving to a\u00a0<\/span><\/b><b><span data-contrast=\"auto\">r<\/span><\/b><b><span data-contrast=\"auto\">emote\u00a0<\/span><\/b><b><span data-contrast=\"auto\">w<\/span><\/b><b><span data-contrast=\"auto\">ork\u00a0<\/span><\/b><b><span data-contrast=\"auto\">m<\/span><\/b><b><span data-contrast=\"auto\">odel\u00a0<\/span><\/b><b><span data-contrast=\"auto\">and<\/span><\/b><b><span data-contrast=\"auto\">\u00a0<\/span><\/b><b><span data-contrast=\"auto\">m<\/span><\/b><b><span data-contrast=\"auto\">odern\u00a0<\/span><\/b><b><span data-contrast=\"auto\">c<\/span><\/b><b><span data-contrast=\"auto\">ollaboration\u00a0<\/span><\/b><b><span data-contrast=\"auto\">s<\/span><\/b><b><span data-contrast=\"auto\">uite<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In<\/span><span data-contrast=\"auto\">\u00a0light of<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">current r<\/span><span data-contrast=\"auto\">isks, what<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">questions\u00a0<\/span><span data-contrast=\"auto\">should\u00a0<\/span><span data-contrast=\"auto\">insurers\u00a0<\/span><span data-contrast=\"auto\">be asking today? Here are two:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<ol>\n<li><span data-contrast=\"auto\">What solutions\u00a0<\/span><span data-contrast=\"auto\">exist<\/span><span data-contrast=\"auto\">\u00a0to mitigate these risks and improve the customer\/agent experience?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li><span data-contrast=\"auto\">Can they be deployed quickly enough to help\u00a0<\/span><span data-contrast=\"auto\">address the\u00a0<\/span><span data-contrast=\"auto\">immediate\u00a0<\/span><span data-contrast=\"auto\">challenges related to remote customer\/agent interaction<\/span><span data-contrast=\"auto\">?<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ol>\n<p><span data-contrast=\"auto\">Microsoft can support the evolution to effective remote collaboration.<\/span><span data-contrast=\"auto\">\u00a0\u00a0<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><a href=\"https:\/\/azure.microsoft.com\/en-us\/services\/virtual-desktop\/\"><span data-contrast=\"none\">Microsoft Windows\u202fVirtual Desktop<\/span><\/a><span data-contrast=\"none\">\u00a0<\/span><span data-contrast=\"auto\">allows insurers to quickly grant workers access to their full suite of business applications on their personal or corporate device<\/span><span data-contrast=\"auto\">.\u00a0<\/span><span data-contrast=\"auto\">Compared to traditional on-prem devices and applications, t<\/span><span data-contrast=\"auto\">his service provides\u00a0<\/span><span data-contrast=\"auto\">an equivalent<\/span><span data-contrast=\"auto\">\u00a0level of security, device management, compliance<\/span><span data-contrast=\"auto\">,<\/span><span data-contrast=\"auto\">\u00a0and functionality\u202ffor a remote work environment. Additionally,\u00a0<\/span><span data-contrast=\"auto\">Microsoft<\/span><span data-contrast=\"auto\">\u2019s\u00a0<\/span><span data-contrast=\"auto\">mobility-enabled<\/span><span data-contrast=\"auto\">\u00a0business collaboration\u00a0<\/span><span data-contrast=\"auto\">suite<\/span><span data-contrast=\"auto\">\u00a0allows\u00a0<\/span><span data-contrast=\"auto\">users<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">to<\/span><span data-contrast=\"auto\">\u00a0interact\u00a0<\/span><span data-contrast=\"auto\">using<\/span><span data-contrast=\"auto\">\u00a0full videoconferencing capabilities coupled with real-time chat<\/span><span data-contrast=\"auto\">\u00a0throughout an organization<\/span><span data-contrast=\"auto\">. Further<\/span><span data-contrast=\"auto\">more,\u00a0<\/span><span data-contrast=\"auto\">this platform is built with a broad range of\u00a0<\/span><span data-contrast=\"auto\">native\u00a0<\/span><span data-contrast=\"auto\">accessibility features.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Let\u2019s revisit the agent\/customer interaction described above, and see how\u00a0<\/span><span data-contrast=\"auto\">it\u00a0<\/span><span data-contrast=\"auto\">might look under a modern collaboration suite:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Agent<\/span><span data-contrast=\"auto\">\u00a0creates\u00a0<\/span><span data-contrast=\"auto\">an<\/span><span data-contrast=\"auto\">\u00a0appointment<\/span><span data-contrast=\"auto\">,<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">providing the customer<\/span><span data-contrast=\"auto\">\u00a0a web<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">link to the meeting<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Once\u00a0<\/span><span data-contrast=\"auto\">the link is accessed<\/span><span data-contrast=\"auto\">,\u00a0<\/span><span data-contrast=\"auto\">agent and customer<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">are connected with<\/span><span data-contrast=\"auto\">\u00a0full video, audio, and\u00a0<\/span><span data-contrast=\"auto\">secure\u00a0<\/span><span data-contrast=\"auto\">filesharing capabilities<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">As the agent presents, the customer can see exactly\u00a0<\/span><span data-contrast=\"auto\">what they are<\/span><span data-contrast=\"auto\">\u00a0referencing, ensuring they are in constant alignment<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">The agent\u00a0<\/span><span data-contrast=\"auto\">can<\/span><span data-contrast=\"auto\">\u00a0note any non-verbal cues and facial expressions to help more effectively manage the meeting<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Questions<\/span><span data-contrast=\"auto\">\u00a0around\u00a0<\/span><span data-contrast=\"auto\">health or insurability<\/span><span data-contrast=\"auto\">\u00a0that would typically require a separate phone call or email can instead be\u00a0<\/span><span data-contrast=\"auto\">sent<\/span><span data-contrast=\"auto\">\u00a0directly to an underwriter via the chat feature, resulting in real-time resolution<\/span><span data-contrast=\"auto\">\/<\/span><span data-contrast=\"auto\">clarification<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Through the filesharing feature, relevant documents can be shared\u00a0<\/span><span data-contrast=\"auto\">securely<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Accessibility features such as real-time closed captioning can be enabled to help accommodate customers that may have\u00a0<\/span><span data-contrast=\"auto\">such\u00a0<\/span><span data-contrast=\"auto\">a disability<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Business\u00a0<\/span><\/b><b><span data-contrast=\"auto\">i<\/span><\/b><b><span data-contrast=\"auto\">mpact<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Enabling remote workstations and e<\/span><span data-contrast=\"auto\">volving to a modern collaboration suite\u00a0<\/span><span data-contrast=\"auto\">can\u00a0<\/span><span data-contrast=\"auto\">result in significant, positive impact to an insurer:<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Enhanced customer\/agent experience<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Reduced compliance\/litigation risk<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Enables agents\/employees to effectively manage business workloads remotely<\/span><span data-contrast=\"auto\">.<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Increased sales effectiveness of remote presentations<\/span><span data-contrast=\"auto\">.<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Full mobility experience across devices and OS<\/span><span data-contrast=\"auto\">.<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Provides accessibility features supporting a wide range of customer and agent\u00a0<\/span><span data-contrast=\"auto\">needs<\/span><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Rapid\u00a0<\/span><\/b><b><span data-contrast=\"auto\">d<\/span><\/b><b><span data-contrast=\"auto\">eployment<\/span><\/b><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Microsoft understands the critical nature of deploying\u00a0<\/span><span data-contrast=\"auto\">these<\/span><span data-contrast=\"auto\">\u00a0tools quickly\u00a0<\/span><span data-contrast=\"auto\">under current circumstances<\/span><span data-contrast=\"auto\">. We\u00a0<\/span><span data-contrast=\"auto\">maintain\u00a0<\/span><span data-contrast=\"auto\">dedicated<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-contrast=\"auto\">departments\u00a0<\/span><span data-contrast=\"auto\">and alliances<\/span><span data-contrast=\"auto\">\u00a0with\u00a0<\/span><span data-contrast=\"auto\">systems integrator firms that specialize in deploying our\u00a0<\/span><span data-contrast=\"auto\">virtual workstation and\u00a0<\/span><span data-contrast=\"auto\">collaboration tools\u00a0<\/span><span data-contrast=\"auto\">quickly and\u00a0<\/span><span data-contrast=\"auto\">effectively.<\/span><span data-contrast=\"auto\">\u00a0W<\/span><span data-contrast=\"auto\">e encourage you to reach out to your Microsoft Account Team to have further discussion<\/span><span data-contrast=\"auto\">, or\u00a0<\/span><a href=\"https:\/\/products.office.com\/en-US\/microsoft-teams\/group-chat-software\"><span data-contrast=\"none\">explore our collaboration solutions<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233279&quot;:true,&quot;201341983&quot;:0,&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\" data-wac-het=\"1\">\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Current events and related government mandates have created sudden and transformative changes for insurance carriers, their agents, and their customers.\u00a0The resulting transition to remote work environments\u00a0has\u00a0disrupted\u00a0traditional agent-customer interactions.\u00a0 How can customers and their agents continue to interact effectively, despite these challenges? As we know,\u00a0many agents\u00a0have long been conducting\u00a0remote customer meetings\u00a0over the phone and by email.<\/p>\n","protected":false},"author":438,"featured_media":45960,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1539],"post_tag":[1599],"content-type":[],"coauthors":[1179],"class_list":["post-45888","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-future-of-work","tag-financial-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Maintaining the customer\/agent experience under a remote model - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cm-edgetun.pages.dev\/en-us\/industry\/microsoft-in-business\/future-of-work\/2020\/04\/10\/maintaining-the-customer-agent-experience-under-a-remote-model\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Maintaining the customer\/agent experience under a remote model - Microsoft in Business Blogs\" \/>\n<meta property=\"og:description\" content=\"Current events and related government mandates have created sudden and transformative changes for insurance carriers, their agents, and their customers.\u00a0The resulting transition to remote work environments\u00a0has\u00a0disrupted\u00a0traditional agent-customer interactions.\u00a0 How can customers and their agents continue to interact effectively, despite these challenges? 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