8SEPTEMBER 2021IN MY OPINIONMaking Wiser Choices Regarding Technological ImplementationsBy Jill Cook, Director, Structured Settlements Administration, Protective LifeFor a good portion of my twenties, I was a social worker. I learned numerous lessons; many I carry with me today. Once, I witnessed an intense, heated exchange among a group of teenagers. When the argument was over, the therapist asked the main antagonist a simple question about their contributions to the situation: "Were you helpful or hurtful?"Of course, the antagonist's initial response was accompanied by other words than the choices provided. The therapist simply continued asking the basic question until the teen bravely admitted "hurtful." I quickly recognized this as a powerful way to get to the root of the matter, both personally and professionally. Often, I remind myself of this experience as an effective checkpoint tool, particularly when matters become muddled or complex.I currently work at Protective Life Corporation. Our organization provides financial services through the production, distribution and administration of insurance and investment products throughout the United States. We are dedicated to fulfilling our long-term promise to customers and are constantly looking for ways to enhance their experience. In our industry, there are endless advancements and changing technology resources, which create opportunity to provide improved outcomes to our customers, policy administration and organization. It is challenging enough to determine which resources to utilize when delivering on improved outcomes. Additionally, the quest for information and analytics from multiple data sources can easily lead to further complicating what technology tools to deploy. It is not difficult to lose sight of the end goal.Customers are busier than ever. They expect convenience and simplicity. We must provide quick and accurate assistance not only to meet this demand, but also to exceed it. For example, the utilization of chatbots creates the ability to serve customers conveniently, with ease, and using minimal resources. When done thoughtfully, chatbots can be a mutually beneficial tool to drive enhanced customer self-service opportunities, which result in better customer experience and reduced operating costs. When service is inadequate, there is a great deal at stake. Wasting a customer's time by adding an insufficient layer ultimately requires them to take further action, which can leave a mark.When evaluating technology solutions for your organization, consider the following:
< Page 7 | Page 9 >