Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Mohammed Albadrani
Security System Coordinator
Heriadhi Waskitho
Quality Auditor
Aris Paolo Roberto
Business Development Manager
Bryan Anggraita
Head of Customer Operations and Branch Mgt
Nicholas Yuen
Senior Telebet Manager (ShaTin)

News : Glia Releases 2024 State of the Insurance Agent Experience Report

#contactcenterworld, @GliaInc

New York, NY, USA, Apr 2, 2024 - Glia, a provider in customer interaction technology, released its 2024 State of the Insurance Agent Experience Report. The company surveyed over 500 independent P&C insurance agents to evaluate agent-carrier interactions and how the support experience influences agents' business decisions. Findings touch on agents' channel preferences, top producer frustrations, leading factors for where agents place business, and the effectiveness of carrier portals.

"Most P&C insurance carriers depend on independent agents for their business, and our research reveals a widespread disconnect with how carriers interact with agents and offer support compared to what agents prefer," said Dan Michaeli, CEO and Co-Founder of Glia. "We found that when deciding where to place their clients' business, response time and ease of doing business matters just as much as price for agents. Producers want a more seamless experience from carriers – and carriers who want their business should take note."

Key findings from the survey include:

Over 50% of the time, agents still need live carrier support despite an increase in self-service capabilities. More than half of agents reported needing frequent assistance with underwriting, checking a claim status, and submitting a claim. For licensing and commission issues or submitting a quote, agents still need assistance 40% of the time.

66% of agents want more digital channels for communicating with insurers – and their preference for phone and email is declining. Despite the majority of agents today still connecting with carriers for assistance via phone (86%) and email (85%), approximately 35% of agents indicated that phone and email were not their preferred channels to use for assistance, with channels like chat, text, and screen sharing on the rise.

Younger agents prefer newer and faster support channels. 69% of younger agents (45 and under) compared to 46% of older agents (46 and older) rated live chat as their preferred channel for assistance, even higher than email and phone. They also showed a stronger interest in capabilities like text, screen sharing, and video.

Agents' top frustration is an inability to complete all tasks within the portal. 79% of agents are always or almost always in the carrier's portal when they reach out for live support, and 67% of agents access five or more agent portals a week. Carriers should also take note that agents are likely to compare portal experiences, and their level of frustration within different portals.

More than 50% of agents are not getting the instant support needed to be effective. Almost half of agents surveyed said underwriter response time exceeded two hours on average. Comparatively, 70% of agents surveyed said it should be instant or within a few minutes, leaving insurers with slower response times at risk of losing new business opportunities to competitors.

"It is clear that the current channel mix offered by carriers isn't enough for what agents want—especially younger agents," said Ryan Baillargeon, Senior Marketing Manager, Insurance at Glia. "The carriers that offer more seamless agent portal experiences and digital interaction options can help agents become more productive, accelerate sales, and ultimately grow business for both parties. With older agents aging out of the workforce, it's more important than ever for carriers to consider the technology needed to attract and retain the next wave of agents, who have different expectations and preferences than previous generations."

#contactcenterworld, @GliaInc

Posted by Veronica Silva Cusi, news correspondent

About Glia:
Company LogoGlia provides digital customer service technology that is reinventing how businesses support clients online. Glia's solution enriches customer touchpoints on web, mobile, or phone calls with communication choices (from messaging to video chat), on-screen collaboration, and AI-enabled personalized experiences. Banks, Credit Unions, Insurers and Fortune 500 enterprises use Glia today to quickly maximize customer satisfaction, decrease handle times, and improve conversions. Headquartered in New York City, Glia is backed by leading venture capital investors.
Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Can You measure It?!

Read today's tip or listen to it on podcast.

Published: Thursday, April 4, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.




About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =