SAMPLE JOB DESCRIPTION: COMMERCIAL CSR Every position in the agency should have a written job description. An ideal job description contains the following elements: 1. Position title ...

DOCUMENT EVERYTHING! by Grace Bauer Document every phone call, visit, and staff conversation - to, from, or about an insured or otherwise pertaining to a particular account. Whether ...

SUSPENSE SYSTEM CONTROL by Mary Beth Bolen A well-run suspense system means better customer service, more cost-effective operation, and a stronger bottom line. When clients call with ...

USE ELECTRONIC FILING TO BOOST SALES, CUT COSTS, AND IMPROVE SERVICE by Jack Fries If youre not paperless, your agency, employees, and especially your customers, are ...

USING AUTOMATION SYSTEMS TO MEASURE CSR PERFORMANCE by Karen Flaherty Your agency management system offers a number of tools for evaluating CSRs. Many agencies are using their aut...