AGENCY COMPENSATION SURVEY by Carol Hammes Doing what youve always done in terms of raises and bonuses might not be giving you the 'bang for the buck' that it used to. This docume...

If you're a principal in a privately held insurance agency, establish a value creation quota for each shareholder. Here's how: A month before your next planning retreat, provide each shareholders with a statement showing the value of his or her share of the agency's stock. If you don't have an appraisal, simply use your best estimate.

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...

CSR JOB TITLES by the IIABA Virtual Faculty For eons (it seems), the persons who directly serviced clients in the agency have been referred to as Customer Service Representatives (...

EIGHT STEPS TO PROFITABLE E-MAIL MARKETING by Michael Jans E-mail provides a powerful marketing tool. In this document, Michael Jans offers guidelines for getting the most out of this va...

FINAL CHECK: PROTECT AGAINST ERRORS AND OMISSIONS by Grace Bauer Is only one employee accountable for each procedure in...

KEEP THE HUMAN TOUCH IN CUSTOMER SERVICE by Jack Fries For better or worse, electronic commerce is changing the relationship between consumers and vendors. It's often for the worse in cu...

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...