Dina Shishkina

Quick answer: Insurance is unusual because most people experience the product exactly once, during a claim, usually on a bad day. Everything else is administration. So the fastest way to improve customer experience is not to spread effort evenly across the lifecycle but to concentrate it on the claim itself, on proactive updates while it […]

Quick answer: Proactive customer service means reaching a customer with information or a fix before they contact you about it. Done well, it lowers effort, raises perceived value, and takes predictable volume out of your queues. Done badly, it does the opposite: Gartner found that two-thirds of consumers pick up the phone anyway after receiving […]

Every phone number that places outbound calls accumulates a reputation over time, whether anyone’s watching it or not. Nobody assigns it on purpose. It builds quietly, call by call, based on how people respond, how often the number dials out, and how carriers interpret that pattern. Most outbound teams only notice it exists the day […]

Margins in outsourced service work have been getting squeezed for years, and most operators already know it. What’s harder to pin down is exactly where the squeeze is coming from. Ask a finance lead at a mid-sized BPO where the money leaks out, and the answer is usually seat rates or wage inflation. Those matter, […]

Insurance buyers rarely wake up planning to purchase a new policy. Many only start comparing options after a major life event, a renewal notice, a rate increase, or a recommendation from someone they trust. That reality makes proactive outreach one of the most effective customer acquisition strategies available to insurance professionals. While digital marketing generates […]