GET THE RETURN ON YOUR TECHNOLOGY INVESTMENT by Jack Fries Three trends dominate the agency agenda today: Customers, competition, and change. In customer service, these trends have tr...

STEP-BY-STEP PROCEDURES MANUALS INCREASE REVENUE by Grace Bauer Does your agency follow specific steps for training employees to execute its procedures? Has your agency reviewed its procedur...

TEN WAYS TO MAXIMIZE THE RETURN ON YOUR TECHNOLOGY INVESTMENT by Jack Fries All too often, installing technology-based tools doesnt produce either the promised payback or the ...