Presented by
Host: Todd Piccuillo, Moderator: Josh Streets, Panelists: Karin Martin and Michelle DiPietro
How Arbella Saved $1.7M in Contact Center Costs
About this talk
Over the past three years Arbella, a $1B New England based insurance provider, modernized its call center, in the process improving service levels by 20% and shaving seven figures in costs. How? By tackling the hard challenges head on. In this Q&A discussion with ICMI, Arbella senior managers share their challenges, goals, approach and hard-earned lessons for contact center improvement in areas such as:
o Managing, training and building a team of high-performing, passionate agents and support staff
o Essential considerations for purchasing and implementing CCaaS and UCaaS solutions
o Practical guidance for adopting AI in the contact center: Strategy, priorities, rollout process and “gotchas”
ICMI Webinars
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Empowering Contact Centers, Elevating Customer Experience.
Championing Contact Centers & Elevating Customer Experience
At ICMI, we believe that every contact center interaction is an opportunity for growth—both for organizations and their employees. Our mission is simple: to empower contact centers to deliver exceptional customer experiences while enhancing operational efficiency and employee engagement.
Through expert-led training, consulting, content, and events, ICMI brings together a passionate community of contact center professionals dedicated to continuous improvement. Whether it’s leveraging AI, optimizing omnichannel strategies, or enhancing workforce management, ICMI Webinars provide actionable insights to help you stay ahead of evolving customer expectations.