The Insurance Contact Center and the Affordable Care Act - Preparing for the Unknown

The Insurance Contact Center and the Affordable Care Act - Preparing for the Unknown


Available On Demand
Duration 60min
Kathy Burger
Editorial Director
Insurance & Technology
Kathy Burger
Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, brands of the InformationWeek Financial Services unit of UBM TechWeb's InformationWeek Business Technology Network. She assumed leadership of Insurance & Technology in 1991 and of Bank Systems & Technology in 2003. In addition to directing the editorial strategy of both publications, Kathy is charged with extending the brands through the creation and development of new products, editorial supplements, special publications and live and online events (including I&T's Executive Summit, BS&T's Executive Summit, and live custom events and roundtables on behalf of leading technology companies). She also oversees the brands' daily e-mail newsletters, as well as the Web sites and related online offerings for BS&T and I&T (,
Ellen Carney
Senior Analyst Serving Insurance eBusiness & Channel Strategy
Forrester Research, Inc.
Ellen Carney
Ellen’s research focuses on the eBusiness strategies, technologies, adoption trends, and best practices of property and casualty, life, group, and health insurers globally. Ellen works with insurance clients to understand how market forces are changing how consumers, groups, and distributors engage with insurance carriers and the role that technology plays in maximizing new opportunities. Ellen most recently served the technology sales enablement role, writing research and providing advisory on how technology vendors sell and market their solution value to industry buyers, with a particular focus on the insurance, banking, and securities industries. Ellen brings nearly 20 years of experience in delivering technical and professional services to clients in a variety of industries and markets.
Jennifer Wilson
Solutions Marketing Manager, Interactive IntelligenceTitle
Interactive Intelligence
Jennifer Wilson
Jennifer is the solutions marketing manager for the Interactive Intelligence content management and insurance solutions. This concentration started with the acquisition of AcroSoft Corporation, a leading provider of insurance focused document management and workflow automation products, in May of 2009. Most recently, Jennifer has worked closely to help direct Interactive Intelligence’s product positioning for the insurance industry, ensuring that the solution suite satisfies the business needs and requirements of carriers and affiliated service providers.

Although there’s been much analysis and debate about the implications of healthcare reform, one likely impact has been overlooked. That’s the consequences for insurance company contact centers, which will be on the frontlines of fielding questions, complaints and a range of other communications starting in October, when the Affordable Care Act-mandated health insurance exchanges start operations. And when exchanges officially take effect in January 2014, insurance contact and call centers can expect to be barraged with inquiries as more than 48 million uninsured Americans enter the healthcare system.

In many cases these consumers will reach the contact center out of frustration with the (lack of) information on insurance company web sites. There are tremendous customer experience, staffing, compliance and revenue-generation challenges that insurers must address as the Affordable Care Act moves forward:

  • Creating a positive, seamless and consistent multi-channel experience.
  • Encouraging effective and compliant cross-selling.
  • Deploying effective workforce optimization tools.
  • Leveraging existing technology.
  • Providing contact center representatives with the necessary tools and information at their fingertips.

Learn about the emerging best practices for handling the diverse challenges insurance contact centers will face under the Affordable Care Act at this free, one-hour webcast hosted by Insurance & Technology and Interactive Intelligence and featuring Forrester Research analyst Ellen Carney. Find out how to make the most of your call center resources while enabling your staff to provide consistently great service – as well as identifying the right opportunities for cross-selling.

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