Many producers, whether they're involved in agency management or not, depend on CSRs to help maintain their current book and deal with...

SEVEN MANAGEMENT KEYS GO BEYOND SURVIVAL by John Jaques For independent agencies to thrive in today's tough economic environment, agency management must actively and strongly implement sev...

STAFF BONUS PLAN by John Jaques Customer Service Representatives (CSRs) have evolved from primarily clerical employees who follow producers' specific directions to today's highl...