the
/H17075Kwadwo Dankyi-Ampadu, service
representative, personal lines,
takes customer phone calls in 
The Hartford’s Southington, Conn.,
customer call center. It’s one of
three AARP call centers throughout
the United States.
/H17074Business Technology Solutions
Manager Mike Conery and
Automation Trainer Brenda
Fischer, left, help agents such as
Bonnie Piazza, commercial select
accounts manager at Webster
Insurance in Hartford, Conn., inte-
grate The Hartford’s technological
tools into their sales strategies.
BTSMs work out of 14 regional
ofﬁces throughout the country,
advising agents on the best way
to use tools such as the Electronic
Business Center and InterComm
On the Net (ICON), a Web-based
automated quoting system.