Whether you’re running a mega-agency or a boutique, following these proven management guidelines makes sense.
Learn what motivates each of your employees
Use this information to help manage their performance. Although status, power, or additional authority might motivate some people, others might be more excited by the opportunity for tapping into their flair for creative, job-related activities or more face-to-face contact with customers. Rewarding good employees with assignment that speak to their unique motivations, interest and long-range career goals can help you retain them.

BUILDING TEAMS: A NINE-STEP APPROACH by Don Phin Follow these nine steps from Don Phin and youll build powerful teams. Im often asked to facilitate what we will refer...

CAREER DEVELOPMENT - AGENCY TRAINING AND DEVELOPMENT 'What career development guidelines would you suggest for a young person entering the industry, and what steps would you recommend to an ag...

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

SHOULD CSRs SELL? by Joanna Brandi Although most customer service reps don't like to sell, they love to help and to be useful. If you ask them if they would feel good if...

STAFFING SMART by Roy Phillips Agency profitability can start with well-trained, well-compensated customer service reps who know their jobs. Reasonable expense ratios can be the difference b...

UNDERSTANDING DIFFERENT CULTURES HELPS PREVENT FRAUD Insurance fraud isn't limited to one geographic location. In fact, the same scams appear 'all over the world, with different flavors,' an...