The changing marketplace is presenting several new pressures and challenges for the owners of independent agencies. The success...

DEALING WITH THE PUBLIC Here's a real-life scenario from a CSR (KM) who felt she couldn't work with people effectively. After having worked in a large brokerage house in the same geographic a...

REACTIVE AND PROACTIVE CSRs by Mary Beth Bolen Some people believe things happen to them, while others believe things happen because of them. Sometimes, people fluctuate between the two extremes...