Simon Walsh, Author at The 360 Blog from Salesforce

Simon Walsh

Chief Operating Officer, retail annuities at New York Life

Simon Walsh is Chief Operating Officer, retail annuities at New York Life. Walsh and his team launched a new CRM platform that will support 300 banks and broker-dealers' service and operations.

Service

How New York Life’s Retail Annuities Team Is Rethinking Call Center Metrics

Simon Walsh

March 11, 2021

How the Retail Annuities team of a life insurance company with a more than 175-year history is redefining its call center metrics to support new business objectives and improve employee retention and growth.