Direct sales. Policy servicing. Claims. In the insurance industry, call centers have become increasingly sophisticated in terms of their business capabilities and enabling technologies. It’s an evolution that, according to Mark Breading of SMA Strategy Meets Action, can be characterized as: 1.0 the call center, 2.0 the contact center, and 3.0 the communications center. Learn how leading insurers are now creating competitive advantages at the 2.0 level, and how 3.0 will make those advantages even greater.