BEYOND THE 'ALPHA SPLIT': NEW WAYS TO DISTRIBUTE WORK LOADS by Raymond Keating Check out these alternatives to the traditional alpha split of Commercial Lines service. A cus...

CLAIM PROCEDURAL GUIDELINES by Mary Beth Bolen Of all the things a customer service representative (CSR) does for clients, you and the agency are most directly affected by the clients' receptio...

NEW WAYS TO DISTRIBUTE WORK LOADS A customer's name shouldn't matter when they're calling for assistance! Most CSRs have an assigned section of the alphabet for which they are responsib...