Hosts:

• Steve Florence, Operations Manager, State Farm, Customer Engagement Leadership Council member
  
• Joe Driscoll, Customer Care Center Director, State Farm, Customer Engagement Leadership Council associate member
• Michael (“Murph”) Murphy, Customer Care Center Director, State Farm, Customer Engagement Leadership Council associate member

Abstract:
State Farm’s transformation journey included the opportunity to review the organizational structure for our contact centers, leading to the Enterprise Operations department in 2021. Join us as we share our journey and our progress to reach the goal to optimize customer experiences in our complex contact channels. View this video for an overview of one of our customer facing contact centers:  What It’s Like | Customer Care Center | State Farm®

Key Take-Aways:

• Outcome of transformation at State Farm that led to restructuring our contact center department
• Insight on considerations for challenges on call types and customers
• Best practices of a focus on People, Processes and Technology to drive decisions impacting customers experience