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August 13 - 15, 2012
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Biographical Information
Jessica Kaufman
Lead Voice Channel Specialist
Voice Channel, Operations Support
Blue Shield of California

Leveraging her 18 years of customer care experience in the healthcare industry Jessica has provided operational guidance and expertise for the Blue Shield Voice Channel support team for the last 6 years. By maintaining a primary focus on consistent, branded and user centric voice channel design accross all telephony portals this team has had great success in automation and customer service excellence in the uniquely challenging field of healthcare.

Conference Sessions By Jessica Kaufman
SpeechTEK 2013

SpeechTEK 2012
Wednesday, August 15, 2012
1:45 p.m. - 2:30 p.m. C303: Customer Satisfaction and Voice of the Customer
11:45 a.m. - 12:30 p.m. C302: Measuring Customer Effort

SpeechTEK 2011
Wednesday, August 10, 2011
10:45 a.m. - 11:45 a.m. C302: Case Studies

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SpeechTEK 2012


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