Unless you are part of the armed services, you might never have heard of insurance company USAA, based in San Antonio. Its customers are military personnel and their families. The company ranks 189th on the Fortune 500 list, with revenues of just under $12 billion, and its automated call-distribution system, the largest in the world, handles more than 16 million transactions a day. It would be a mistake to believe that because USAA is so huge, it doesn't offer its employees and customers ...

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