Liberty Mutual Uses CenterBridge for Advanced Strategic Planning
Liberty Mutual is the nation’s eighth-largest provider of auto and home insurance handling over 13 million calls countrywide each year. Calls range from policy updates and changes to questions about insurance products and coverage. This includes 5.4 million calls handled by more than 1,000 employees in Liberty Mutual’s four personal lines call center operations — Phoenix, Tampa, Mishawaka, Ind., and New Castle, Pa. — and approximately 7.6 million service calls handled by another 1,700 employees in more than 350 local offices in the U.S.
WEBINAR: Using Sophisticated Strategic Planning Software, Liberty Mutual, Discovers New Opportunities
Patrick Flynn, senior forecast analyst, shares his planning experiences both before and after the implementation of CenterBridge. Listen in to hear about the transformative impact CenterBridge has had on the overall contact center operation.
Specifically, Patrick touches upon:
- Service level forecasting
- Volume forecast management
- Automation of resource planning
- Managing stretch goals and initiatives
- The future of contact center planning at Liberty Mutual. This includes a larger number of what-ifs and scenario planning options to afford executives more choice in planning for long-term success.