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Blue Shield agent maximizes call center efficiency, customer experience
Tech Target

Jessica Kaufman, lead voice portal specialist at Blue Shield of California, takes call center efficiency and monitoring to a whole new level. Frustrated by the time spent commuting to Blue Shield’s call center in El Dorado Hills, Calif., she opted to use wireless technology to stream live calls from the center directly into her car during her drive. This sort of “solutioning,” as she calls it, enables her to spend time on something productive that would otherwise be lost.