CHOOSING THE RIGHT MARKET FOR YOUR AGENCIES by Janet Lewis After the work that goes into finding and qualifying prospects, getting in the door, and gathering the proper data to quot...

CSR TRAINING Often people newly hired to work in an agency are given a quick tour of the office and briefly introduced to their associates. They may be given a copy of the office manual (if there is ...

CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...