Keal Blog

The Latest News & Insights

Your customers are evolving, and your customer service should, too. There’s a good chance they’re investigating your business before they ever meet you. In fact, over 70 per cent of consumers go online to research insurance before making a purchase. According to Google’s Zero Moment of Truth study, “Insurance shoppers used 11.7 sources of information on average to help them make their purchase decision.” Creating a positive...

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By 2018, a quarter of professionals in the insurance industry will be retiring. That's 25 per cent of the workforce— gone. The slow drain on the brokerage workforce wouldn't be so bad if new blood were rushing in to fill the vacant space. But brokerages are having trouble recruiting young professionals from the millennial generation to the ranks. Without the positive Millennial traits of confidence and curiosity, your brokerage...

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On a general level, customer service is about meeting the needs of customers and, ultimately, ensuring customers have a positive experience with your company. A crucial part of creating a positive experience for customers is addressing problems they face and providing solutions as quickly as possible. From my perspective, I also think that one of the greatest things about being in customer service is brightening a customer’s...

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  Would your customers leave your company if a competitor came calling? Customer service, and the ability to consistently provide a positive support experience plays an immense role in solidifying relationships with your clients. While we, as customer service professionals, obviously like to hope customers we deal with on a daily basis wouldn't jump ship if given a chance, it's important to acknowledge there are varying levels of...

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In just four more days all across this beautiful country there will be celebrations. Canada Day celebrations have been held across Canada on July 1st since 1868. Although the British North America Act (today known as the Constitution Act, 1867) created Canada on July 1, 1867, it was June 20, 1968 when the Governor General Lord Monck signed a proclamation requesting that all Her Majesty's...

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As I write this in my office in Windsor, Ontario, I can proudly say I live in the city that has been known for the last two days as the hottest place in Canada. The downside is that with the heat comes the humidity, which I am not a fan of. I'm sure you've noticed how much life is sucked out of you (and ladies,...

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