Safeco Redesigns Its Customer CenterThe next-generation customer call center in the insurance industry will have several new wrinkles that will set it apart from traditional carrier call centers. One difference is in the name itself, which in some cases is changing to customer "contact center." One U.S. carrier that has adopted this moniker is Seattle-based Safeco Corp., which showcased its call center concept in October at Thomson Financial's Financial Services Call Center Symposium in Las Vegas. Safeco's contact center relies heavily on employee motivation and skill development techniques, Suzanne Rapier, assistant director of contact center operations for Safeco, told the group of industry executives.

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