Author: Andrew Winlaw
Andrew Winlaw
Andrew Winlaw is Vice President and General Manager – Australia and New Zealand at Amelia, the enterprise leader in trusted artificial intelligence. He has more than 20 years’ experience in the IT industry during which time Andrew was ANZ National Sales Director at CSC and also worked for IBM Global Services for more than ten years in several roles, including as National Sales Manager and Client Solutions Executive. He also previously worked at IAG in business analyst and sales consultant positions.
The beating heart of every insurance company on the planet is indisputably its contact centre. That’s where hard-working agents handle enquiries, renew policies, process claims and collectively determine how the public face of their organisation looks and sounds. To say insurance contact centres have been up against it in recent years is something of an understatement. The onset of the Covid crisis triggered an extraordinary wave of enquiries, and forced institutions, ready or not, to adopt distributed service delivery models; arming their agents with laptops and sending them home to work, as best they could. The subsequent pivot to digital…